Customer Satisfaction

Article

Helping Adolescents When Time Is Of The Essence

The authors investigate how duration of a chat conversation impact adolescents’ perceptions of service quality of a child helpline and test whether this impact varies depending upon the seriousness Read More »

Date: 06/03/2014
Author: Willemijn Van Dolen, Charles Weinberg, Leiming Ma
Contributor: eb™ Research Team
Article

Exploring Effects Of Personal Values On Consumer Evaluation Of Service Quality: An Empirical Study

This research examines the effects of personal values measured by Schwartz Value System on the five dimensions of service quality as introduced by SERVQUAL in an attempt to provide a deeper Read More »

Date: 06/03/2014
Author: Angelos Pantouvakis, Spiros Gounaris, Kalliopi Chatzipanagiotou
Contributor: eb™ Research Team
Article

Re-Examining The Influence Of Service Delivery System Effectiveness On Perceived Service Quality

This article focuses on the effectiveness of the Service Delivery System (SDS) and re-examines its influence on customers’ perceived service quality. In this study, the influence of SDS Read More »

Date: 06/03/2014
Author: Giannis Kostopoulos, George Lodorfos, Achilleas Boukis
Contributor: eb™ Research Team
Article

What Drives Customers’ Loyalty And Willingness To Pay Over Time: A Comparative Study Of The

Previous research has identified customer satisfaction (CS) and customer–company identification (CCI) as two of the most important concepts in relationship marketing. Despite their proclaimed Read More »

Date: 06/03/2014
Author: Till Haumann, Benjamin Quaiser, Jan Wieseke, Mario Rese
Contributor: eb™ Research Team
Article

Consumption Of E-WOM: Do Acquaintance And Prior Usage Experience Make The Message Fonder?

Word of Mouth communication has gained renewed prominence with the proliferation of electronic Word of Mouth (eWoM). Both types are customer generated sources of information, which are considered Read More »

Date: 06/03/2014
Author: Alexander Rossmann, Kumar Rakesh Ranjan, Praveen S.
Contributor: eb™ Research Team
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