Taking Lushan Hot Springs Recreational Area as an example, this research explores the relationship between hot springs hotels’ service quality, customer satisfaction, customer loyalty and lifestyle. Research outcomes indicate that hot springs hotel operators need to enhance customer satisfaction in order to improve customer loyalty directly or enhance service quality in order to improve custome...

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...

Research on the differences in customer satisfaction between product and service organizations has focused on an output perspective, or how customers evaluate performance. This study takes this research inside organizations to analyze and investigate how key internal quality practices of product versus service organizations (employee management, process orientation, and customer orientation) in...

We propose a method, e3-service, to reason about satisfying customer needs (problems stated by the consumer) by means of a bundle of multi-supplier service bundles (solutions from specific suppliers). The e3-service method represents customer needs, desired consequences by the customer, and the services that realize those consequences in a multi-perspective service catalogue. This catalogue is ...

As more providers establish remote services for remote repair, remote diagnosis and maintenance purposes to provide greater value to their customers, understanding what creates a satisfying customer experience becomes crucial. Even though this understanding appears crucial, no studies have examined the factors that make customers satisfied with remote services. To partly fill this void, the aut...

This paper reports on the minimization of the average waiting time of the customers in the M/G/1 queue with vacation. Explicit formula for the unknown service parameter of a particular customer has been obtained by considering the exhaustive service discipline in the case of multi-user with unlimited service system. Moreover, results in case of partially gated and gated service disciplines unde...

The study investigates the impact of service recovery on word of mouth, customer trust and customer loyalty in public sector organizations of Pakistan (Pakistan Post, Pakistan Railways and Pakistan International Air Lines). This study employed a quantitative method approach to collect and analyse the data collected through a survey questionnaire. The study sample population comprised 300 custom...

The paper points out certain quantitative methods largely ignored by library service providers, highlights the importance of customer participation in service delivery process, examines the concepts service quality and customer satisfaction, emphasises the need for appropriately handling waiting lines in service organisations, presents briefly the theory of waiting lines (queueing theory), psyc...

Today, businesses need to manage their customer experience to succeed. Therefore, they must first have a clear understanding of the meaning of the customer experience. Customer experience management is a process-focused strategy around the needs of each customer that seeks to find a win-win strategy for both parties. The banking industry that provides financial services to customers requires sp...