Does satisfaction matter more if a multichannel customer is also a multicompany customer?
نویسندگان
چکیده
منابع مشابه
Does Offshoring Impact Customer Satisfaction?
While researchers have noted the increase in offshoring IT and business processes since the 2000 timeframe, there is limited work on the implications of offshoring for firms and consumers. This research begins to address these implications by studying the relationship between offshoring and customer satisfaction, expressed through the American Customer Satisfaction IndexTM tracked by the Nation...
متن کاملQuality From Customer Needs to Customer Satisfaction
Feel lonely? What about reading books? Book is one of the greatest friends to accompany while in your lonely time. When you have no friends and activities somewhere and sometimes, reading book can be a great choice. This is not only for spending the time, it will increase the knowledge. Of course the b=benefits to take will relate to what kind of book that you are reading. And now, we will conc...
متن کاملCustomer Satisfaction and Effective HRM Policies: Customer and Employee Satisfaction
The purpose of this study is to examine the possible link between employee and customer satisfaction. The service provided by employees, help to build a good relationship with customers and can help at increasing their loyalty. Published data for job satisfaction and indicators of customer services of banks were gathered from relevant published works which included data from five different coun...
متن کاملA green vehicle routing problem with customer satisfaction criteria
This paper develops an MILP model, named Satisfactory-Green Vehicle Routing Problem. It consists of routing a heterogeneous fleet of vehicles in order to serve a set of customers within predefined time windows. In this model in addition to the traditional objective of the VRP, both the pollution and customers’ satisfaction have been taken into account. Meanwhile, the introduced model prepares a...
متن کاملCustomer Use of Virtual Channels in Multichannel Services: Does Type of Activity Matter?
This paper examines whether customer use of virtual channels varies with the type of service activities (e.g. information search, transactions) they engage in. Based on data from a multichannel bank, we first investigate the impact of customer distance to the nearest branch on the degree of use of virtual channels (internet and phone, aggregated), for different types of activities. Second, when...
متن کاملذخیره در منابع من
با ذخیره ی این منبع در منابع من، دسترسی به آن را برای استفاده های بعدی آسان تر کنید
ژورنال
عنوان ژورنال: Journal of Service Management
سال: 2011
ISSN: 1757-5818
DOI: 10.1108/09564231111106910