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Retaining Customers: Customer Value, Satisfaction, and Service Quality

Grahame R. Dowling

in The Art and Science of Marketing: Marketing for Marketing Managers

Published in print:
2004
Published Online:
October 2011
ISBN:
9780199269617
eISBN:
9780191699429
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780199269617.003.0010
Subject:
Business and Management, Marketing

This chapter focuses on programmes to increase the likelihood that a customer will continue to buy the organization's products and services, to develop customer loyalty, or reduce customer churn. The ... More


Work Intensification and Forms of Control

Huw Beynon, Damian Grimshaw, Jill Rubery, and Kevin Ward

in Managing Employment Change: The New Realities of Work

Published in print:
2002
Published Online:
October 2011
ISBN:
9780199248698
eISBN:
9780191697760
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780199248698.003.0010
Subject:
Business and Management, HRM / IR, Organization Studies

This chapter considers the pressures behind the growing prominence attached to the customer in the delivery of services in the public and private sector. It then examines how these pressures have ... More


Managing and Measuring Customer Service Quality in Islamic Banks: A Study of the Kuwait Finance House

Abdulqawi Radman, Mohammed Othman, and H. Lynn Owen

in Islamic Perspectives on Wealth Creation

Published in print:
2005
Published Online:
March 2012
ISBN:
9780748621002
eISBN:
9780748653096
Item type:
chapter
Publisher:
Edinburgh University Press
DOI:
10.3366/edinburgh/9780748621002.003.0005
Subject:
Society and Culture, Middle Eastern Studies

This chapter provides alternative measures of service quality (SQ) proposed in the literature, examining their performance in the Islamic banking industry using the Kuwait Finance House (KFH) as a ... More


Hospitality Marketing and Branding: Past and Future

Chekitan S. Dev

in Hospitality Branding

Published in print:
2012
Published Online:
August 2016
ISBN:
9780801452031
eISBN:
9780801465703
Item type:
chapter
Publisher:
Cornell University Press
DOI:
10.7591/cornell/9780801452031.003.0001
Subject:
Business and Management, Marketing

This chapter discusses the evolution of hospitality marketing over the past fifty years by reviewing key marketing developments by decade, particularly as seen through the pages of the Cornell ... More


Star Muffler

Peter M. Birkeland

in Franchising Dreams: The Lure of Entrepreneurship in America

Published in print:
2002
Published Online:
February 2013
ISBN:
9780226051901
eISBN:
9780226051925
Item type:
chapter
Publisher:
University of Chicago Press
DOI:
10.7208/chicago/9780226051925.003.0005
Subject:
Sociology, Organizations

This chapter presents a description on the nature of work franchisees perform at Star Muffler. Mark Spinelli, Star Muffler's chief executive officer, faced the monumental task of transforming “car ... More


Satisfaction Architect: Service Design and Its Behavioral Implications

Louis St. Peter, Walter L. Wallace, and Yusen Xia

in The Handbook of Behavioral Operations Management: Social and Psychological Dynamics in Production and Service Settings

Published in print:
2015
Published Online:
May 2015
ISBN:
9780199357215
eISBN:
9780190239336
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780199357215.003.0009
Subject:
Economics and Finance, Behavioural Economics

This chapter presents the traditional service deign and service delivery with the consideration of customer behaviors. The traditional focus on the elements of service design deals with the issue of ... More


Membership Motives: Benefits and Costs

Robert J. Bennett

in Local Business Voice: The History of Chambers of Commerce in Britain, Ireland, and Revolutionary America, 1760-2011

Published in print:
2011
Published Online:
January 2012
ISBN:
9780199584734
eISBN:
9780191731105
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780199584734.003.0015
Subject:
Business and Management, Business History

This chapter gives the first analysis comparing historical and modern information on membership motives for joining, retaining membership, and lapsing. It tackles the classic issues of exit, voice, ... More


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