Emphasizes the controllability of customer-to-customer interaction in the higher education environment. Argues that students’ satisfaction or dissatisfaction with their experience of a university may be significantly influenced by their experience of other students. Customer compatibility management supplements other approaches to quality management, such as TQM. Tutors and managers of the educ...

This research has proposed a conceptual framework to investigate the effects of customers’ perceived service quality, trust, and customer satisfaction on customer loyalty. To test the conceptual framework, structural equation modeling (SEM) has been used to analyze the data collected from 304 customers of a major private telecommunication company operating in Bangladesh. The results of the stud...

We examine whether and how various biases may influence customers’ satisfaction evaluations and produce discriminatory judgments for minorities and female service employees. We argue that customer satisfaction evaluations are biased because they are anonymous judgments by untrained raters that usually lack an evaluation standard. In our laboratory and field samples, we find disturbing evidence ...

The social inclusion aspects of shopping malls and their effects on our understanding of urban spaces have been a controversial argument largely discussed in the literature. Shopping malls offer an open, safe and democratic version of the public space. Many of their detractors suggest that malls target their customers in subtle ways, promoting social exclusion. In this work, we analyze whether ...

The role of lactic acid was evaluated for attraction of Culex nigripalpus, Culex quinquefasciatus, Culex tarsalis, and Aedes aegypti in the laboratory using a dual-port olfactometer. When lactic acid was combined with chicken odor, attraction was increased for Cx. quinquefasciatus compared to chicken odor alone but not for Cx. nigripalpus, Cx. tarsalis, and Ae. aegypti. Lactic acid combined wit...

In this Dialog, seven scholars consider the theoretical implications and research opportunities a changing environment presents for Attention-Based View (ABV). With its roots in 1950s Carnegie School, ABV is expanding evolving ways that accommodate changes corporate context characterized by distributed, porous structures of organizational networks such as ecosystems platforms. The authors empha...

In order to compete for profitable customers, companies are looking to add value using Customer Relationship Management (CRM). One subset of CRM is customer segmentation, which is the process of dividing customers into groups based upon common features or needs. Segmentation methods can be used for customer portfolio analysis (CPA), the process of analyzing the profitability of customers. This ...

Attraction to physical activity is important to an individual's intrinsic motivation to engage in play, games and sports. While there are instruments designed to measure attraction to physical activity in middle childhood years, the lack of authentic measures in young children has impeded research in this area. In this study we sought to address the validity of a scale to tap young children's a...