understanding the antecedents and consequences of customer satisfaction in the mobile communications market is important. this study explores the effects of service quality, trust and perceived value on customer satisfaction, which, in turn, affects continuance intention of mobile services. service quality and customer satisfaction were measured by multiple dimensions. a research model was deve...

the aim of this study is investigation of the effect of customer orientation on strategic innovation in nikan hospital, which considered as an applied research and the research methodology as descriptive and based on survey. the population consisted of hospital managers and customers of nikan hospital; customers were unlimited and managers population consisted of 20 person and the number of man...

Nowadays, Workflow Management offers many advantages to the tourism industry due to the high degree of competition existing in this field and the need to quickly develop new products, offers, and services. This need for flexibility cannot be achieved without improving the processes involved in the information systems. Workflow technology facilitates this constant evolution, providing modeling m...

Literatures indicate that service management has become a strategic issue for companies in the new millennium. By improving logistics service quality (LSQ), logistics companies can increase customer satisfaction (CS) and gain market shares. This study aims to establish a logistics service attributes analysis model to extract customer knowledge for logistics service quality improvement based on ...

The purpose of this paper is to develop a typology based on market orientation (MO) and innovation orientation (IO), and to illustrate to what extent housing companies in Sweden fit within this framework. A qualitative study on 11 public housing companies in the central part of Sweden has been conducted by the help of open and semi-structured questions for data collection. Four public housing c...

Purpose: The central idea of this paper is to study the satisfaction customers towards online shopping and understand their problems while online. Design: Primary data was collected by 203 sample respondents from Mangalore city, Karnataka State. Secondary journal papers, books & web pages. analysed running through SMARTPLS 3.0 software. Measurement model Structural developed IPMA analysis w...

It is important to retain customer satisfaction in information technology services. When a service failure occurs, companies need to take service recovery action to recover their customer satisfaction. Although companies cannot avoid all problems and complaints, they should try to make up. Therefore, service failure and service recovery have become an important and challenging issue for compani...