due to the importance of “service quality and customerssatisfaction” subject, this study seeks to investigate and prioritize thefactors which are effective on service quality and customers satisfactionusing grey relational analysis (gra) method. in the case of statisticalpopulations with large sizes, none of the other methods can competewith gra from the viewpoint of calculation accuracy. the s...

This study isolates specific dimensions of service quality expectations and investigates how service-contact-personnel dress, as one of the dimensions, influences the other dimensions in the service context of banking. A conceptual model is proposed based on inference theory. Moderating variables of age and gender are incorporated. A 2 x 2 x 2 full factorial design is utilized with the independ...

Researchers in marketing have long recognized that current populations of customers can influence the behavior of prospective customers. This paper draws on existing marketing theories to empirically examine how changes in student body demographic segments influence future demand for MBA programs. Using a longitudinal analysis of data spanning 18 years, we find that higher proportion of female ...

A naturalistic field study investigated behavior toward pregnant (vs. nonpregnant) women in nontraditional (job applicant) and traditional (store customer) roles. Female confederates, who sometimes wore a pregnancy prosthesis, posed as job applicants or customers at retail stores. Store employees exhibited more hostile behavior (e.g., rudeness) toward pregnant (vs. nonpregnant) applicants and m...

Channel changes customers W ith the right stimulation, an ion channel changes its stripes, say Man-Kyo Chung, Ali Guler, and Michael Caterina (Johns Hopkins School of Medicine, Baltimore, MD). Even ion channels that are a little promiscuous have their favorite passengers. Such channels were generally thought to stay true to their preferred customers. But Chung et al. found that the TRPV1 channe...

Customers are important intangible assets of a firm that should be valued and managed. Although researchers and practitioners have recently emphasized customer relationships and customer lifetime value, these concepts have had limited impact on the business and investment community for two main reasons: (a) they require extensive data and complex modeling, and (b) researchers have not shown a s...

BACKGROUND Dietary supplements-defined as vitamins and minerals, herbal products, tissue extracts, proteins and amino acids, and other products-are purchased to improve health and prevent disease. Little has been published, however, about the characteristics of either the products or the people who use them. METHODS Consecutive customers visiting two health food stores during a 15-day period ...

OBJECTIVE This study aimed to produce current data regarding behavioural aspects of non-prescription (over-the-counter) medicine purchases, in light of changes in the pharmaceutical market and increasing provision of professional services in pharmacies. METHODS Data were collected in 15 community pharmacies in South-East Queensland, Australia, over 540 hours in five days in August, 2006. The ...

A look at how industrial customers make purchase decisions. Understanding why and how customers make purchase decisions is vital to maximizing profitable sales, developing new products, growing companies and developing predic-tive sales models. Many sales managers and salespeople have prescribed rules of thumb or rubrics that detect and analyze " buying signals, " but these are rarely tested an...