While organizational values’ implications for firm effectiveness and employee outcomes have been studied extensively in management literature, the question of how values influence marketing remains under-researched. Our research applies stakeholder theory to propose that an expanded framework is needed account marketing-relevant stakeholders (e.g., customers general public) not solely those “in...

We conduct two studies to test three hypotheses: (1) Competition increases a firm’s customer satisfaction; (2) Rivals’ customer satisfaction increases a firm’s customer satisfaction; (3) Rivals’ customer satisfaction reduces a firm’s sales. First, we use store-level customer satisfaction data from a supermarket chain. Next, we consider a range of industries, using brand-level customer satisfact...

Cross-docking is a new warehousing policy in logistics which is widely used all over the world and attracts many researchers attention to study about in last decade. In the literature, economic aspects has been often studied, while one of the most significant factors for being successful in the competitive global market is improving quality of customer servicing and focusing on customer satisfa...

• Customer satisfaction: The result of optimizing and aligning business processes to fulfi ll customers’ needs, wants, and desires. • Cost reduction: The result of optimizing operations and supplier processes. • Cycle and fulfi llment time reduction: The result of optimizing the manufacturing and logistics processes. • Quality: The result of optimizing the design, development, and production pr...

customer satisfaction is the major concern to many leading companies throughout the world.customer satisfaction is the major concern to many leading companies throughout the world. more firms use satisfaction ratings as an indicator of the performance of products and services and as an indicator of the company’s future. as lately shown companies that are able to identify customer needs and alig...

On BioLegend's Customer Service team, Anjie takes pride in going above and beyond to ensure the satisfaction of each and every customer. Our team continually strives to provide the highest level of customer support in the industry. As technical service scientist, Deepak understands the many variables that impact an experiment. He listens closely and tries to think and feel like the customer doe...

This chapter introduces the framework and causal model of customer value, customer satisfaction, brand loyalty, and customer relationship management performance in terms of the innovative manufacturing and marketing solutions. It argues that dimensions of customer value, customer satisfaction, and brand loyalty have mediated positive effect on customer relationship management performance. Furth...

In any business to customer (B2C) or business to business (B2B) type of environment, a customer is the ultimate goal and objective. More often than not, it can be quite an issue. This perhaps due to the fact that organizations sometimes do not really understand of what actually goes on in a customer’s mind. As such, this predicament has provided as a challenge task to most business conglomerate...

This study aims to present a model of comment semantic vocabulary built on ontological theories to perform semantic conversion of customer comments on hotel services to ratings through the process of word matching. Ultimately, ratings given by the customers and ratings derived from the conversion of semantic analysis would be used for the analysis of customers’ satisfaction on hotel service qua...