Click to launch & play an online audio visual presentation by Prof. Richard Oliver on Customer satisfaction/dissatisfaction with a brief introduction to loyalty, part of a collection of online lectures.Oliver, RichardImproving the Customer Experience Satisfaction Perceived Value & Loyalty
Customer satisfaction, service quality, and customer value: years 2000-2015 Int. J. Contemp. Hosp. Manag., 29 (1) (2017), pp. 2-29 View in ScopusGoogle Scholar Oliver, 1980 R.L. Oliver A cognitive model of the antecedents and consequences of satisfaction decisions J. Mark. Res., 17 ...
Thus, purchasing activities and processes influence customer judgments on the degree of satisfaction with a product in comparison with expectations; if the performance is above expectations, an increase in satisfaction is expected (Oliver, 1980). Customer satisfaction further affects the willingness to ...
Prices constitute a vital dimension of the seller's performance, and the extant research identifies them as a determinant of customer satisfaction (Oliver 1999; Zeithaml and Bitner 2000; Martín-Consuegra et al. 2007). To a buyer, a gambled price promotion offers the possibility of making the...
aManagers widely believe that customer satisfaction is a fundamental determinant of long-term consumer behavior (Oliver, 1980; Yi, 1990). This widespread acceptance has made customer satisfaction the most widely used metric in the measurement and management of consumer loyalty (Aksoy, 2013a; Zeithaml...
Theoretically, it extends service quality theory by examining its application in cross-border contexts and integrates environmental considerations through environmental psychology theory. Practically, it provides actionable insights for optimizing logistics services in CBEC platforms, enhancing customer satisfaction...
This study contributes to the theory by proposing a new perspective on how SOS can assist the customers’ needs. By focusing on the pet food SOS market, this study reinforces the centrality of customer satisfaction as a central driver of continuance intention, client retention, and loyalty [14...
Great Customer Satisfaction with Return I was so impressed with the Optimus Prime Flagship (truck converts to robot) I bought in 2022, that I recently bought the T9-E Rover. After using it once, it just didn't impress me like Optimus Prime so I inquired about their return policy. As ...
Emotional expression by artificial intelligence chatbots to improve customer satisfaction: Underlying mechanism and boundary conditions 2024, Tourism Management Citation Excerpt : In addition to the poor problem-solving ability of AI, there is also the low emotional experience that AI creates with custome...
Oliver, 1980 R. Oliver A cognitive model of the antecedents and consequences of satisfaction decisions J. Mark. Res., 17 (1980), pp. 460-469 View in ScopusGoogle Scholar Osuna Ramírez et al., 2019 S.A. Osuna Ramírez, C. Veloutsou, A. Morgan-Thomas I hate what you love: brand pol...