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...

As Chinese game market growing mature, cultivating loyal game users has become the new goals for game companies. Based on the theory of game users experience, this paper constructs the structural model of customer with the variables of perceived value, customer satisfaction and customer loyalty and studies the relationship between the game users’ hedonic/utilitarian value and customer satisfact...

Konaklama işletmelerinde değer oluşmasını sağlayan müşteri katılımı kavramı, müşterilerin hizmet üretim ve sunum süreçlerine dâhil olması olarak ifade edilmektedir (Bendapudi Leone, 2003). Müşteri perspektifinden öznel da değerlendirilebilen bu kavramın algılanan risk, sadakati ile ilişkisi bulunmaktadır. Bu bağlamda çalışmanın amacını, konaklama hizmeti alan satın aldıkları hizmete ilişkin alg...

This study examines how gamification mechanics could be used in online retailers' loyalty programs. In other words, this article attempts to create a conceptual model for the relationship between gamification mechanics and customer loyalty elements. We used a field study to conduct our research. In order to validate the survey, 450 customers from one of the greatest online stores in Iran were q...

The Software-as-a-Service (SaaS) product model provides clients to outsource software application processing requirements. Customer satisfaction is an important problem facing SaaS firms. Marketing theory suggests that customer satisfaction is affected by perceived value, but this relationship has not been examined in the SaaS context. This study argues for the mediating role of perceived value...