The author presents a few consumer cases, which serves him to argue that customers frequently are victims of corporate arrogance and preponderance. In case of conflict between consumer expectations and corporate interests, corporations tend to put immediate profits above fairness, solidarity, the spirit of service or other non-material moral values. The power of corporations seems to be so immense today that we can talk about a form of corporate tyranny. Business companies resemble absolutist states of the past. In this context, (...) it is difficult to imagine how the "principle of gratuity and the logic of gift", a key proposal of the Encyclical Caritas in veritate, could be embraced by the business world. Gift, gratuity and communion require flexibility, prudence and freedom in decision making on the side of customer assistance and ground floor managers, which is an impossible prerequisite in a highly verticalised, centralised and standardised corporate world. The author warns that the arrogance and tyranny of corporations may become a source of human estrangement and oppression in the long run, as well as it may become a means of a "servile state". The author finishes claiming that the profit motive is not always the best incentive for corporate performance and that excellent business leadership is matter of balance between following rules and using common sense. He asks whether it is really possible to be efficient, profitable, prudent and humane in business at the same time? (shrink)

Using the emerging technology of large-scale textual analysis, this study examines the use of the term ‘customer satisfaction’ and its variants in the annual reports issued by publicly traded U.S. corporations and filed with the Securities and Exchange Commission as Form 10-K. We document the frequency of the term’s occurrence in 10-Ks over the 1995–2013 period and the differences in usage across industries. We then relate the term’s usage in 10-Ks to subsequent scores from the American Customer (...) Satisfaction Index to determine whether management’s discussion of customer satisfaction in financial disclosures is credible. The commitment of management to shareholders versus, more broadly, stakeholders is a central question in business ethics, and the integrity of management communication is a fundamental construct in the American Marketing Association’s Statement of Ethics. We document a complex relation between management’s discussion of customer satisfaction and subsequently reported satisfaction. We find that the general use of customer satisfaction in 10-K documents is negatively correlated with subsequent ACSI scores. However, for retail firms, when the phrase is located near words indicating measurement or monitoring of the phenomenon, the empirical relation is reversed and becomes positive. (shrink)

The aim of this research is to examine the impact of service quality on customer satisfaction in the post pandemic world in auto care industry. The car care vendor in the study made effective use of social media to provide responsive updates to the customers in the post pandemic world; such use of social media provides bases for service quality and customer satisfaction. The study examined the relationship between service quality and customer satisfaction using (...) the SERVQUAL framework. According to the findings, empathy, reliability, assurance, responsiveness, and tangibles have a significant positive relationship with customer satisfaction. Our findings suggest that it is critical for workshops to recognize the service quality factors that contribute to customer satisfaction. Findings also suggest that empathy, assurance, reliability, responsiveness, and tangibles contribute to customer satisfaction. Auto repair industry must regularly provide personal attention, greet customers in a friendly manner, deliver cars after services, notify customers when additional repairs are required, and take the time to clarify problems to customers. Furthermore, workshops must screen and hire courteous staff who can clearly communicate the services required to customers both in-person and online and effectively communicate the risks associated with repairs. Service quality seems to be aided by prompt services. (shrink)

We investigate the impact of perceived greenwashing on customer satisfaction. Unlike prior research that largely examines customer perceptions associated with irresponsible behavior, we focus on cases where firms overcommit and/or do not deliver on promised socially responsible actions. We theorize that this type of greenwashing is associated with lower customer satisfaction because customers perceive greenwashing through the lens of corporate hypocrisy. Using data from the American Customer Satisfaction Index (ACSI) for U.S. companies during (...) the period 2008–2016, we document a negative link between perceived greenwashing related to green product innovation (GPI) and the ACSI index. We demonstrate that this effect is primarily triggered by corporate policies exceeding the corresponding implementation actions and not by lower levels of implementation. We also show that a firm’s capability reputation mitigates the negative effect of greenwashing on customer satisfaction. Moreover, we conduct an experiment and provide evidence confirming that GPI greenwashing is in fact perceived by customers as corporate hypocrisy. (shrink)

With the development of mobile network communication technology, online shopping has further become the mainstream way of mass consumption. To this end, this article attempts to start from the innovation of e-commerce platform, uses today’s Internet of Things, collects relevant information, and collects relevant data through smart sensors, to establish a mobile e-commerce platform and analyze and explore the impact of e-commerce logistics customer satisfaction of factors revolve around e-commerce logistics. This article uses smart sensor technology to mine (...) and analyze e-commerce information data and then design and build a new mobile e-commerce platform. Taking the two major e-commerce platforms of Jingdong and Taobao as examples, through online evaluation surveys, the importance of factors affecting logistics service quality and customer satisfaction under different logistics distribution models was explored and analyzed. Under JD’s selfoperated logistics distribution model, users pay the most attention to the integrity of the delivered goods, the accuracy of the delivery time, and the service attitude of the delivery personnel. The importance is ranked second, first, and third, reaching 48.36%, 50.36%, and 61.64%, respectively. Under the third-party logistics distribution model of Taobao, the main influencing factors are the integrity of the delivered goods, the accuracy of the delivery time, the importance of outer packaging, and the importance of product integrity, reaching 37.52%, 41.1%, and 24.29 %, respectively. (shrink)

At present, customers’ low satisfaction and loyalty to city express service have restricted the development of city express. It is particularly important to analyze the factors causing customers’ low satisfaction and loyalty, which will promote the development of city express industry effectively. Based on SERVQUAL model and CCSI model, this paper constructs a new evaluation index system from the perspective of service quality. Through this new system, this paper first explores the factors that affect customers’ satisfaction and (...) loyalty, respectively, by fuzzy analytic hierarchy process and hierarchical regression analysis, taking the expected and perceived service quality as conversion variables. And then it analyzes the common factors that affect customers’ satisfaction and loyalty comprehensively. These two analyses will provide reference for solving the problem of low customer satisfaction and loyalty of city express enterprises. The results show that popularity and credibility, delivery time commitment, and mailing security are the common main factors affecting customer satisfaction and loyalty. Easy-to-understand receipts, the three-level index corresponding to the empathy dimension, is the most significant factor affecting customers’ loyalty in city express industry; Delivery time commitment, the three-level index corresponding to the reliability dimension, is the most significant factor affecting customers’ loyalty in city express industry. (shrink)

The field service scheduling problem is the key problem in field services. Field service pays particular attention to customer experience, that is, customer satisfaction. Customer satisfaction described by customer behavior characteristics based on the prospect theory is considered as the primary optimization goal in this paper. The knowledge of the insertion feasibility on the solution is analysed based on the skill constraint and time window. According to the knowledge, an initialization method based on the (...) nearest heuristic algorithm is constructed. Based on the prior knowledge of the FSSP and the endowment of the Fruit Fly Optimization Algorithm, two operators are defined according to the matrix encoding method. Based on these two operators, three search strategies are then proposed, and the smell-based search strategy and vision-based search strategy for the FOA are redesigned. To verify the performance of the algorithms, the proposed operators and strategies are tested and analysed in the well-known benchmark. Through comparison with the state-of-the-art algorithms, the results show that the proposed HFOA is an effective and efficient method to solve the FSSP with customer satisfaction. (shrink)

Resumen. En México, la mercadotecnia promocional se ha erigido como la segunda más grande inversión demercadotecnia, principalmente debido a que las compañías tienden con más frecuencia a subcontratar laresponsabilidad de los aspectos operativos de la mercadotecnia. Las empresas contratantes exigen cada vezmás la garantía de seguridad y certidumbre en la prestación de los servicios, por lo que la calidad de éste seha convertido en un factor determinante en la elección de una agencia de promociones. El presentedocumento técnico busca compartir un (...) caso de estudio relacionado a una empresa de promoción de ventasque enfrenta una alta tasa de deserción de clientes con su consecuente contracción en las ventas, pero quecontradictoriamente está inmersa en un mercado que tiene un crecimiento sostenido del 15 por ciento en losúltimos años. El problema fue abordado desde la perspectiva de la calidad en el servicio y la satisfacción delcliente a través de la aplicación de encuestas Servqual a algunos clientes de la compañía. Dichas encuestaspermitieron: identificar las dimensiones de calidad relevantes en el servicio, detectar las áreas de oportunidadentre el servicio esperado y el servicio real, y la elaboración de un plan de acción que posteriormente fuesistematizado e implementado. Los resultados muestran que la implementación del sistema de calidad redujola deserción de los clientes; además, se descubrió que las dimensiones de calidad del Servqual afectan enproporciones diferentes a la satisfacción del cliente.Palabras Claves. Calidad en el servicio, deserción de clientes, mercadotecnia promocional, promoción deventas, QFD, satisfacción del cliente, Servqual, sistema de calidad.. In Mexico, the promotional marketing has emerged as the second largest marketing investment,mainly because companies tend to outsource most often the operational aspects of marketing. Thosecompanies are increasingly demanding security and certainty in the delivery of services. As a consequence,service quality has become a determining factor in the election of a sales promotion agency. This technicalpaperwork shares a case study related to a sales promotion company facing high customer defection rate withits consequent contraction in sales, but ironically immersed in a market that has a sustained growth of 15 per cent in recent years. Approach of the problem was from quality service and customer satisfaction perspectivethrough the use of Servqual surveys applied to some customers. These surveys allowed: to identify relevantdimensions of quality service, to identify opportunities between the expected service and the actual service,and the development of an action plan which was later systematized and implemented. Results show that theimplementation of the quality system reduced customer desertion. Also, found that the quality dimensions of SERVQUAL affect customer satisfaction in different ways.Keywords. Customer defection, customer satisfaction, quality service, quality system, QFD, sales promotion,Servqual. (shrink)

Business Ethics: A European Review, EarlyView.

Drawing on implicit leadership theory (ILT) research, we develop and test a model that explains why integrating transformational leadership and servant leadership may achieve enhanced leader effectiveness. Using a sample of 237 hairstylists and 474 of their customers representing 31 salons, we confirm the augmentation effects of transformational leadership and servant leadership on followers' perceptions of leader stereotypicality (i.e., the extent to which a leader matches followers' implicit theories of leaders) and on customer satisfaction. However, we do not (...) find the hypothesized interaction effect of transformational and servant leadership. Implications are discussed and directions for future research are suggested. (shrink)

This study sought to examine the effect of the quality of chatbot services on customer satisfaction, repurchase intention, and positive word-of-mouth by comparing two groups, namely chatbots with and without emotion words. An online survey was conducted for 2 weeks in May 2021. A total of 380 responses were collected and analyzed using structural equation modeling to test the hypothesis. The theoretical basis of the study was the SERVQUAL theory, which is widely used in measuring and managing service (...) quality in various industries. The results showed that the assurance and reliability of chatbots positively impact customer satisfaction for both groups. However, empathy and interactivity positively affect customer satisfaction only for chatbots with emotion words. Responsiveness did not have an impact on customer satisfaction for both groups. Customer satisfaction positively impacts repurchase intention and positive word-of-mouth for both groups. The findings of this study can serve as a priori research to empirically prove the effectiveness of chatbots with emotion words. (shrink)

This study constructs a formation model of customer well-being in customer experience with joy and customer satisfaction as mediating factors linking three critical factors—convenience, performance and relationship of customer experience with CWB. By collecting data from customers of retailing, the model was empirically tested. The results show that the three critical factors all have positive effects on CWB. Meanwhile, service performance has a direct effect on CWB. Joy plays a key role in the formation of (...) CWB mediating the relationship between the three critical factors and CWB. This study is the first in the literature to explore CWB from the perspective of customer experience with joy as an antecedent of CWB. It provides important implications for managers to enhance customer experience and CWB in the service setting. It also helps managers to pay attention to the role of customer joy in customer experience and make full use of it. (shrink)

Customers complain because they want to be treated fairly by the company when a service failure occurs. The role of perceived complaint justice and its relation to customer satisfaction has been discussed and researched. However, a static view is mostly adopted in previous literature. We argue that satisfaction is cumulative and both prior satisfaction and post-recovery satisfaction should be looked at in relation to complaint justice in the context of service recovery. This study attempts to (...) fill the gap by investigating the mediating role of justice in the relationship between prior satisfaction and post-recovery satisfaction (both with the recovery and with the organization) and examining the mediating role of post-recovery satisfaction in the relationship between the dimensions of justice and customer retention. Hypotheses were tested using a sample of 200 customers that had service failure experience at Chinese restaurants in Hong Kong. Justice dimensions (distributive justice, procedural justice, and interactional justice) were found to fully mediate the relationship between prior satisfaction and satisfaction with recovery. All dimensions, except the interactional justice, were also found to be partial mediators in the relationship between prior satisfaction and post-recovery satisfaction with organization. Findings also revealed the mediating roles of two post-recovery satisfaction variables in transferring the justice dimensions into behavioral intention, with the two variables playing almost opposite roles. Discussion and recommendations are provided for future development and improvement in building long-term relationship with customers. (shrink)

Digital transformation has allowed to offer additional services - which complement the main product - both in terms of use, emotional and relationship terms. Focused on a traditionally rational insurance customer offering a value that explores the customer's emotions, from co-creating with the user, allows brand differentiation. Given this idea, this document has three purposes. First, identify the role of expectations and the perceived quality of the customer's digital experience. Secondly, to identify the relationship between experience and (...) satisfaction gained in private insurance web areas. Third, identify the most valued digital attributes by the user. A sample of 4,178 customers registered was analyzed using the partial least squares technique. The model is highly predictive to customer experience and evidence the important relationship between the WOW effect and satisfaction, as well as the weak but doble role that expectations play on insurance digital self-service. The model demonstrates that expectations are only relevant before web consumption, because during the process it is the perceived digital quality, in particular the usefulness, information and technology, that offer a true customer experience. This article offers high academic value because it more accurately defines the determinants of the digital insurance customer experience and its effect on customer satisfaction in digital services. While expectations influence attitude before service, this research reveals that perceived digital quality is what delivers a true customer experience. Strategically, the implications are immediate in the field of business as it shows the importance of co-creation in digital design, not only because of the significant savings in implementation costs but also because it guarantees a greater experience, essential in the loyalty of its customers. This ensures the sustainable growth of the company. (shrink)

Because previous scholars have offered few comprehensive models to understand the benefits of corporate social responsibility image in terms of customer behaviour, the authors of this paper propose a hierarchy of effects model to study how customer perceptions of the social responsibility of companies influence customer affective and conative responses in a service context. The authors test a structural equation model using information collected directly from 1,124 customers of banking services in Spain. The findings demonstrate that corporate (...) social responsibility image influences customer identification with the company, the emotions evoked by the company and satisfaction positively. Identification also influences the emotions generated by the service performance and customer satisfaction determines loyalty behaviour. The findings have significant implications for service managers because they demonstrate that there are two paths to explain the satisfaction and loyalty of service customers. The first path is composed of the beliefs and emotions generated by the company at the institutional level. The second path is composed of the thoughts, attitudes, emotions and feelings generated by the company’s services. (shrink)

This study aimed to discuss the relationships among the brand image of universities (external variables), university satisfaction (mediating variables) and customer lifetime value (internal variables). The findings can serve as a reference for higher educational institutions in strengthening their advantages and overcoming their shortcomings, as well as for administrative decision-making. A questionnaire survey was conducted on university students in Taiwan, and 470 valid samples were retrieved. The data were analysed with structural equation modelling and multi-group analysis. The results (...) showed that brand image influences customer satisfaction, which in turn affects customer lifetime value. Satisfaction is a partial mediating variable between brand image and customer lifetime value. Multi-group analysis found that gender has no interfering effect between brand image and satisfaction, nor does it between satisfaction and customer lifetime value or between brand image and customer lifetime value. (shrink)

Drawing on service climate theory and insights from the literature on self-service technologies and customer participation, this study investigates the antecedents of customers’ continuance intentions toward in-lobby self-service technologies (SSTs). Using data collected from 257 actual customers in the context of retail banks, this experimental study examines the proposed relationship between customer perceived service climate, customer readiness factors (i.e., perceived ability, role clarity, and perceived benefit), customer satisfaction and customer continuance intention toward in-lobby self-service (...) technologies. The results show that customers’ perceived service climate positively influences customers’ continuance intentions toward in-lobby SSTs. Moreover, two customer readiness factors (i.e., perceived ability, perceived benefit) and customer satisfaction mediate this relationship. The findings demonstrate the importance of customers’ perceived service climate in driving their continuance intention and provide managerial implications for service firms employing in-lobby self-service technologies. (shrink)

The research object of this subject, through cooperation with Shanghai International Fashion Education Center, a fashion travel education institution, is a convenient sample for the members of its “Japan Fashion Travel Project,” using quantitative research methods and research tools for questionnaires. From the perspective of tourist shopping experience marketing, this paper studies the relationship among tourist marketing, value perception, shopping satisfaction, and customer loyalty to outlets, and discusses the recommendations for sustainable development of outlets.

This research uses an experimental approach to investigate the relationship between market orientation of a company and its level of success in international business. The aim of the study was to develop and use a market orientation scale that is appropriate to the sector. It was discovered that there are four hidden traits that drive market orientation. These include customers, rivals, departmental response, and overall customer satisfaction. According to the results, orientation toward one's customers is more essential than (...) any of the other traits, while orientation toward one's competitors has an inverted U-shaped connection with performance. The performance of the firm was not found to correlate in any way with the responsiveness of its departments. With the help of the comprehensive conceptualization, managers are able to develop specific kinds of orientations that are essential for higher levels of performance. (shrink)

Companies' urge to maximise their profits and their attempts to remain in the highly competitive globalised market gave birth to the TQM concept and have kept it alive. TQM is a comprehensive look which encompasses virtually every aspect of the value chain as well as the human resource and customer satisfaction. Therefore, a great number of companies feel obliged to implement its rules, and procedures. However, the concept is rather complicated and culture-bound, and calls for further research in (...) new settings. The aim of this study is to examine the influences of critical success factors of TQM on customer focus therefore, employees are classified based on their perceptions from critical success factors of total quality management and consequently the level of customer focus is compared between the different classifications. The findings reveal that there is significant difference on the level of the customer focus between the established groups of employees. (shrink)

A growing number of recreational races are being held in different locations, drawing many local and visiting runners. This study examined the relationships between quality, value, satisfaction, and loyalty among runners in a recreational race and examines potential differences in relationships between these constructs based on the runners’ experience. The participants were 985 runners with a mean age of 40.74±9.41years. Validated, reliable ad hoc instruments were used. A multi-group analysis was performed to ascertain the existence of relationships between the (...) constructs and differences in the relationships between the different study groups. The results show that quality is a direct antecedent of value and satisfaction. Value is directly related to satisfaction and indirectly related to loyalty. Satisfaction is related to the loyalty of participants in the race. Differences in the relationship between satisfaction and loyalty were dependent upon the runners’ experience. Loyalty to a race depends primarily on satisfaction and is modified by the runners’ experience. (shrink)

This study aims to examine key attributes affecting Airbnb users' satisfaction and dissatisfaction through the analysis of online reviews. A corpus that comprises 59,766 Airbnb reviews form 27,980 listings located in 12 different cities is analyzed by using both Latent Dirichlet Allocation and supervised LDA approach. Unlike previous LDA based Airbnb studies, this study examines positive and negative Airbnb reviews separately, and results reveal the heterogeneity of satisfaction and dissatisfaction attributes in Airbnb accommodation. In particular, the emergence of (...) the topic “guest conflicts” in this study leads to a new direction in future sharing economy accommodation research, which is to study the interactions of different guests in a highly shared environment. The results of topic distribution analysis show that in different types of Airbnb properties, Airbnb users attach different importance to the same service attributes. The topic correlation analysis reveals that home like experience and help from the host are associated with Airbnb users' revisit intention. We determine attributes that have the strongest predictive power to Airbnb users' satisfaction and dissatisfaction through the sLDA analysis, which provides valuable managerial insights into priority setting when developing strategies to increase Airbnb users' satisfaction. Methodologically, this study contributes by illustrating how to employ novel approaches to transform social media data into useful knowledge about customer satisfaction, and the findings can provide valuable managerial implications for Airbnb practitioners. (shrink)

The results of an exploratory study examining the role of trust in stakeholder satisfaction are reported. Customers, stockholders, and employees of financial institutions were surveyed to identify management behaviors that lead to stakeholder satisfaction. The factors critical to satisfaction across stakeholder groups are the timeliness of communication, the honesty and completeness of the information and the empathy and equity of treatment by management.

Digital transformation of traditional enterprises can better develop new customer relationships and help mitigate the business risk of their over-reliance on single-customer relationships. However, little research has been conducted on the internal mechanisms of how enterprise digitalization reshapes corporate customer relationships. In this manuscript, from the perspective of dynamic capability theory, we construct conceptual models of enterprise digital transformation, innovation capability, operational cost, and customer satisfaction, and explore the internal mechanisms of enterprise digital transformation to (...) reduce the dependence of enterprises on large customers. The model is empirically studied by obtaining data on the degree of digital transformation of enterprises through “search statistics” of keywords in the annual reports of Chinese listed companies during 2011–2019. This manuscript finds that digital transformation significantly reduces the concentration of large customers and has become a powerful driver of business model innovation in the digital economy, and this finding remains robust to the use of PSM and instrumental variable methods to address endogeneity. Digital transformation reduces firms’ dependence on large customers through three mechanisms: improving firms’ innovation capabilities, reducing firms’ operating costs, and increasing customer satisfaction. The impact of digital transformation on reducing the dependence of non-state enterprises on large customers is greater than that of state-owned enterprises; the implementation of digital transformation strategies is more helpful for enterprises that have active interactions with customers to reduce their customer concentration; and the reduction of customer concentration is greater for enterprises in regions with higher levels of digital development compared to those in regions with lower levels of digital development. The economic consequence test finds that digital transformation diversifies customer structure and reduces business risks. The analysis of the innovation effect and customer satisfaction effect on reducing the concentration of large customers of enterprisesby implementing digital transformation enriches and expands the dynamic capability theory and provides important insights for enterprises to diversify their customer structure. (shrink)

Customer citizenship behavior has attracted widespread attention from scholars due to its capacity of enabling enterprises to gain competitive advantages of low costs and high efficiency by giving full play to the initiative of customers. Based on the S-O-R Model, we have established the theoretical model to study the influence imposed by social support of online travel platform enterprises on customer citizenship behavior against the backdrop of the sharing economy. This research tests the fitting of the theoretical model (...) and its fundamental hypotheses using 626 samples acquired from the investigation with SPSS26.0 and AMOS25.0. Results indicate that the social support has a positive influence on customer citizenship behavior. Social support could have a positive influence on positive emotions. Social support has no significant negative effect on negative emotions. Positive emotions have a positive influence on customer citizenship behavior. Negative emotions have a negative influence on customer citizenship behavior. Positive emotions play a mediating effect in the positive influence of social support on customer citizenship behavior. Social support could have a positive influence on customer satisfaction. Customer satisfaction has a positive influence on customer citizenship behavior. Customer satisfaction plays a mediating effect in the positive effect of social support on customer citizenship behavior. Positive emotions and customer satisfaction play a chain mediating effect in the positive effect of social support on customer citizenship behavior. (shrink)

Though there are many factors that contribute to the perceived legitimacy of business ethics education, this research focuses on one factor that is given great attention both formally and informally in many business schools: student satisfaction with the course. To understand the nature of student satisfaction, the authors draw from multiple theories with central claims relating expectations with satisfaction. The authors then compare student expectations of business ethics courses with instructor objectives and discover that business ethics courses (...) are not necessarily designed to meet student expectations. The authors speculate that this general mismatch between student expectations and instructor objectives has material consequences. As one example, the authors analyze student evaluations from three business schools and identify a “business ethics course effect”: a negative association between business ethics courses and student evaluations. The authors discuss the implications for business ethics education of a situation where pedagogical objectives and market prescriptions point in different directions. (shrink)

The main objective of this article is to analyse the dark side of customer analytics and the ethics issues in the retailing industry. Ethics-related issues in retailing began to be discussed and studied primarily in the 1960s. The rising interest in ethical issues in retailing is in line with social concerns and consumer awareness, especially in the 1970s and 1980s. The use of big data in customer analytics is one of the most strategic weapons in the competitive retail (...) environment, especially in terms of systematic examination of customers’ buying behaviour, trend, and pattern will be used to help make business decisions via market segmentation and predictive analytics. The dark side of customer analytics in retailing is mainly related to security and privacy, incentives, risks, data sharing management, and data vulnerabilities that ultimately erode customer confidence and satisfaction level. (shrink)

The virtual brand community has become an important marketing tool for companies. A successful brand community marketing strategy should attract a large number of consumers. Although past studies have revealed consumer motivations for participating in virtual brand communities, they fail to answer an important question: Why is it so easy for some virtual brand communities to attract users while others have such difficulty? In this study, product characteristics are hypothesized to be important factors that determine consumer motivation to participate in (...) brand communities. Product characteristics can directly affect how actively consumers participate in brand communities. The results of questionnaires show that product complexity, product symbolism, and product satisfaction have a positive influence on consumers’ willingness to participate in brand communities. Notably, the duration of product use has a regulating effect on the influence of product satisfaction and product symbolism. A long period of product use weakens the influence of product satisfaction on consumers’ willingness to participate in brand communities. On the contrary, a long period of product use strengthens the influence of product symbolism on consumers’ willingness to participate in brand communities. This study enriches the literature on brand community participation and has implications for companies that aim to utilize brand communities for marketing. (shrink)

A conceptual model articulating the nature of customer expectations and satisfaction over services was proposed with emotional factors. Five propositions about consumer emotional service expectations as a primary antecedent toward confirmation, perceived quality, and satisfaction were provided. As moderators, two dimensions of consumer detection of emotional labor (i.e., detecting deep acting and surface acting) were imposed on each of the relationships. Evidence demonstrated the roles of emotional service expectation in service confirmation and satisfaction. The moderating effects (...) of consumer detection of employees’ emotional strategies were limited to the relationship between emotional service expectation and confirmation; its relationship was weakened by detections of surface acting while other relationships were not moderated by detections of deep nor surface acting. Structural equation modeling analyses were conducted using online survey data targeting consumers in the hotel / restaurant industry. (shrink)

The Business Model Canvas is a strategic model for developing business organizations’ roadmap toward achieving their goals. While several organizations utilize the Business Model Canvas to establish and operate their businesses well, the utilization of BMC seems to be limited in the local market of Saudi Arabia, especially when businesses utilize electronic business channels. This paper aims to explore the status of the utilization of BMC among Saudi SMEs, as a critical sector. The paper highlights the awareness and practice of (...) BMC’s nine factors before and during the operation of e-commerce stores by Saudi SMEs. Then, it aims to explore the significance of practicing those factors in increasing the satisfaction level of running businesses. In this paper, a quantitative survey was distributed conveniently to 200 SMEs in the two largest Saudi cities, which are Riyadh and Jeddah, resulting in 63 valid participations from different industries. After operating e-commerce stores, most SMEs gained more knowledge of five BMC factors: key partners, value propositions, customer relationships, customer segments, and cost structures. Meanwhile, they found some issues in the other four factors: key activities, key resources, channels, and revenue streams. The proposed method exposes the variety of results and indicates a lack of understanding of BMC by the examined e-commerce SME samples, as they depend on traditional methods of identifying the elements of each of the BMC factors. (shrink)

Customers are skeptical about shopping online because e-commerce environments are typically considered impersonal. To assure product quality and to enhance customer proclivity in such environments, post-sale services may be considered to alleviate customers’ skepticism. Therefore, this study’s objective is to investigate the role of an online retailer’s post-sale services on customers’ attitudinal and behavioral aspects. Structural equation modeling is applied to data collected through an online survey answered by 409 online customers of jd.com. Research findings show that product return, (...) exchange, and maintenance services are strongly predictive of online customer satisfaction, and satisfaction significantly impacts customer trust. Both customer satisfaction and trust, as indicators of relationship quality, further mediate the links between product return, exchange, and maintenance services and online customer repurchase intention. In addition, differences between male and female customers were found in various aspects of online retailers’ product return, exchange, and maintenance services. This is the first empirical study that not only examines the influence of all three dimensions of online retailers’ post-sale services on customers’ online shopping perceptions and decisions, but also considers differences between male and female customers. Finally, this research provides theoretical and managerial implications based on conceptual and empirical evidence. (shrink)

Previous studies have used various external variables and parameters as well as moderator variables such as emotional intelligence have been to understand emotional labor and its related problems. However, a comprehensive model to study such variables’ correlations with each other and their overall effect on emotional labor has not yet been established. This study used a structural equation model to understand the relationship between employees’ expression of emotional labor and perception of customer feedbacks. The study also looked at how (...) the perception of customer feedback affects emotional exhaustion in order to understand how emotional exhaustion affects job satisfaction and turnover intentions. Further, in order to fully understand the effects of emotion on emotional labor at the service contact points, this study developed and tested a model of emotional labor with 4 factors of emotional intelligence as moderating factors. 579 emotional labor workers in service industries in the U.S. were collected and 577 valid survey results have been analyzed. The result shows that there exists moderating effects of emotional intelligence on how employees’ Deep Acting and Surface Acting recognize customers’ reactions, both positive and negative, that would affect employees’ Emotional Exhaustion and Job Satisfaction, and hence, Turnover Intention. The result suggests that employees with better understanding of their own emotions, although they are more likely to recover from emotional exhaustion, experience a greater negative effect when there is a discrepancy between what they feel and how they should act. (shrink)

Customer citizenship behavior in the online shopping environment is vital to the success of e-retailers. However, it is unclear whether and how service recovery expectation and recovery justice predict customer citizenship behavior in e-retailing settings. Grounded on the expectation confirmation theory and social exchange theory, this study examined the influence of service recovery expectation and recovery justice on customer citizenship behavior with a serial mediation of recovery expectation confirmation and post-recovery satisfaction. A total of 774 samples (...) from e-shoppers with most impressive and most recent service recovery experience were collected to test the hypotheses using structural equation modeling and bootstrapping procedures. This study reveals that service recovery expectation has a negative impact on recovery expectation confirmation, while recovery justice positively affects recovery expectation confirmation, which is further positively correlated with post-recovery satisfaction and customer citizenship behavior. Moreover, recovery expectation confirmation and post-recovery satisfaction play a serial mediation in the relationship between service recovery expectation and recovery justice, and customer citizenship behavior. Our study contributes to the growing body of customer citizenship behavior literature by offering an alternative perspective to understand what encourage or impede customer citizenship behavior, and expands service recovery literature by combining service recovery expectation and recovery justice into a framework and revealing the expectation–confirmation mechanism through which they influence post-recovery satisfaction in online shopping setting. (shrink)

The aim of this study is to explore social media marketing activities and their impact on consumer intentions. This study also analyzes the mediating roles of social identification and satisfaction. The participants in this study were experienced users of two social media platforms Facebook and Instagram in Pakistan. A self-administered questionnaire was used to collect data from respondents. We used an online community to invite Facebook and Instagram users to complete the questionnaire in the designated online questionnaire system. Data (...) were collected from 353 respondents, and structural equation modeling was used to analyze the data. Results show that SMMAs have a significant impact on the intentions of users. Furthermore, social identification mediates the relationship between social media activities and satisfaction, and satisfaction mediates the relationship between social media activities and the intentions of users. This will help marketers how to attract customers to develop their intentions. This is the first novel study that used SMMAs to address the user intentions with the role of social identification and satisfaction in the context of Pakistan. (shrink)

Computer-mediated webchat is fast replacing voice support in customer service. Whilst previous studies have explored how communication breaks down in customer service voice exchange in off-shored/outsourced multinational companies; studies into webchat exchange in the same industries are scarce. Given the high stakes of customer service interactions – for example customer satisfaction, return intention and loyalty to the company – there is an urgent need to understand how conversations unfold, in a linguistic sense, in successful and (...) unsuccessful service. This study, using interactional linguistics, has used a close interpretative process to analyse instances of problematic exchange showing two key causes of communicative disruption. This first relates to disrupted turn adjacency where the sequence and flow of the exchange becomes confusing. The second relates to conceptual misunderstandings of terms in the exchange that may have multiple meanings. As workplaces invest millions of dollar in recruiting, training and appraising global webchat agents to serve their customers, the findings of this study can fruitfully inform webchat training and coaching that impact performance at work and provide high satisfaction to customers. (shrink)

With the increasing proportion of the logistics industry in the economy, the study of the vehicle routing problem has practical significance for economic development. Based on the vehicle routing problem, the customer presence probability data are introduced as an uncertain random parameter, and the VRP model of uncertain customers is established. By optimizing the robust uncertainty model, combined with a data-driven kernel density estimation method, the distribution feature set of historical data samples can then be fitted, and finally, a (...) distributed robust vehicle routing model for uncertain customers is established. The Q-learning algorithm in reinforcement learning is introduced into the high-level selection strategy using the hyper-heuristic algorithm, and a hyper-heuristic algorithm based on the Q-learning algorithm is designed to solve the problem. Compared with the certain method, the distributed robust model can effectively reduce the total cost and the robust conservatism while ensuring customer satisfaction. The improved algorithm also has good performance. (shrink)

This article reports on the methodology for setting the Mexican User Satisfaction Index for Social Programs as tested in seven national social programs. The evaluation is based on Structural Equation Modeling. How satisfaction takes the central place of the SEM, which postulates its causes and effects, contributes to the increased validity and reliability of satisfaction indicators that allow benchmarking between social programs. The MUSI model is an adaptation of the American Customer Satisfaction Index model. The (...) MUSI methodology includes qualitative and quantitative techniques. The estimation model is by the Partial Least Squares. In each of the seven social programs, no statistical evidence was found to reject the main relationships postulated by the ACSI’s model: that Perceived Quality impacts Satisfaction, and Satisfaction impacts Trust. The improvement opportunity areas were also identified for each program. These results give valid and reliable feedback to public policies. (shrink)

Customer engagement refers to the emotional attachment a student experiences as a customer during repeated and ongoing interactions. Engagement occurs through satisfaction, loyalty, and excitement about the brand experience. Organizations engage customers at the point of behavioral change by exploring opportunities for emotional connection through continuous and consistent positive experiences. When customers engage with a brand experience, they feel emotionally connected and excited about the product and the service quality. This study’s purpose is examining the effect of (...) brand experience on customer engagement by using service quality as a mediator variable; this research was conducted by collecting data from 254 students of the iGeneration born in 1995. Overall, 254 students participated in this study. Of them, 172 people or 68% of the total respondents in this study were women, and 82 people or 32% were males. The results show no direct effect of brand experience on customer engagement, and there is a role for service quality mediators that mediate brand experience and customer engagement. The results are discussed, and the implications for the organization are mentioned. (shrink)

This paper offers the first large-scale empirical study of organizational virtue as perceived by both internal and external stakeholders and of the links between these virtues and organizational outcomes such as identification, satisfaction, and distinctiveness. It takes a strategic approach to virtue ethics, one that differs from a more traditional Aristotelian concept of virtue and from Alasdair MacIntyre’s manner of distinguishing between internal and external goods. The literature review compares three different perspectives on the empirical study of organizational virtues, (...) taken by virtue theorists, POS scholars, and strategy scholars. The main study describes an empirical research undertaking that involved the analysis of 2548 usable questionnaires administered to employees and customers of seven organizations in the U.K. A structural equation model was used to test the linkages of the six dimensions of organizational virtue to satisfaction, identification, and distinctiveness. All the links were significant, with the strongest between virtue and identification. For employees, identification was driven most significantly by integrity, whereas customers’ identification was principally influenced by empathy. The empirical finding also sounds an alarm bell to the global firms who focus on creating a differentiated image based on CSR in the hope that it will lead to satisfaction. The results lead to a discussion of how companies might build favorable stakeholder perceptions of key dimensions of virtue that most shape their identification and differentiation in the marketplace. (shrink)

Moral stress is an increasingly significant concept in business ethics and the workplace environment. This study compares the impact of moral stress with other job stressors on three important employee variables—fatigue, job satisfaction, and turnover intentions—by utilizing survey data from 305 customer-contact employees of a financial institution’s call center. Statistical analysis on the interaction of moral stress and the three employee variables was performed while controlling for other types of job stress as well as demographic variables. The results (...) reveal that even after including the control variables in the statistical models, moral stress remains a statistically significant predictor of increased employee fatigue, decreased job satisfaction, and increased turnover intentions. Implications for future research and for organizations are discussed. (shrink)

In the academic world, research has indicated that "good ethics is good business." Such research seems to indicate that firms, which emphasize ethical values and social responsibilities, tend to be more profitable than others. Generally, the profitability is credited to the firm's positive relationships with its customers, reduced costs of attempting to rebuild a tranished image, ease of attracting capital, etc. The research conducted in this study evaluated salespeople's perceptions of the ethics of business in general, their employer's ethics, their (...) attitudes as consumers, and the relationships existing between these perceptions and the sale force's job satisfaction and turnover intentions. The results show a positive relationship existing between salesperson perceptions of business ethics, his/her employer's ethics, consumer attitudes, and the salesperson's job satisfaction and reduced turnover intentions. (shrink)

This article moves beyond the narrow discussion of the applicability of Total Quality Management to the university which has amounted to a debate over whether business has something to teach the university about customers and satisfaction. The article goes at the matter from a different direction as it investigates what business can learn from the university about quality.

This paper responds to a 2004 paper by Paul Gibbs in which he remonstrates that marketing currently has no concern with the notion of well‐being; and furthermore that marketing lacks ‘an adequate moral grounding’. Gibbs advances the moral expectation that marketers consider not merely satisfying their actual customers, but also consider the well‐being of the larger society. However, this paper contemplates whether such an expectation is not due to some confusion by Gibbs between satisfaction and exchange in marketing, and (...) questions whether marketing could pursue such aims. (shrink)

This paper responds to a 2004 paper by Paul Gibbs in which he remonstrates that marketing currently has no concern with the notion of well‐being; and furthermore that marketing lacks ‘an adequate moral grounding’. Gibbs advances the moral expectation that marketers consider not merely satisfying their actual customers, but also consider the well‐being of the larger society. However, this paper contemplates whether such an expectation is not due to some confusion by Gibbs between satisfaction and exchange in marketing, and (...) questions whether marketing could pursue such aims. (shrink)

Concerns over the carbon footprint resulting from the manufacturing, usage and disposal of hardware have been growing. The right-to-repair legislation was introduced to promote sustainable utilisation of hardware by encouraging stakeholders to prolong the lifetime of products, such as electronic devices. As there is little empirical evidence from a consumer perspective on exercising the right to repair, this study aims firstly to examine the factors that underpin consumers’ intention to repair their hardware and secondly to investigate the perceived outcomes of (...) repair practices. Based on 510 responses, the results showed that intention to repair is dependent on three groups of factors, namely the facilitators of pro-environmental behaviour, repair-related factors and beliefs about legislation. If consumers have a stronger intention to repair, they have a stronger feeling of emotional self-assurance, satisfaction with the repair decision and the technology manufacturer, an intention to engage with the manufacturer and a positive perception of a repaired device’s performance. The findings contribute to the literature on sustainable behaviour and the right to repair, offering insight for policymakers and manufacturers about the strategies facilitating the wider adoption of repair practices. (shrink)