This study examines how customers can be maintained, which is a particularly important issue for service industry area. Customer service is important not only to private firms but also to public organizations. To improve service quality and maintain customers, organizations must ensure their employees’ job satisfaction. This study measures job satisfaction and examines its effects on service qu...

While there are numerous behavioral and physiological studies of hearing in small birds, there are no studies of hearing in woodpeckers. Woodpeckers are particularly interesting because they exhibit a variety of cranial adaptations that may influence auditory sensitivity. The present study examined auditory sensitivity in small woodpeckers using the cochlear microphonic (measured subdermally an...

Customer Service Management (CSM) offers customers a “logical view” onto the service management of a service provider. CSM describes a management interface between customer and service provider and enables a customer to access service-specific management information about the subscribed service. The information flow across the CSM interface is bidirectional, from customer to service provider an...

Service quality has been viewed as a determinant of customer satisfaction. Different dimensions of service quality have been considered by various researchers. This study identifies components of service quality of Indian Railways at railway platforms. The study is exploratory in nature and uses factor analysis to identify the most important factors of customer satisfaction with service quality...

this research offers a comprehensive model to investigate the relationships between services quality, hedonic affect, perceived value and behavioral intentions. the purpose of this study is to build a broader understanding of the determinants of customer satisfaction and behavioral intentions throughout the restaurant services by incorporating the perceptions of hedonic affect in service delive...

this study examined the effect of service quality and satisfaction on customer loyalty in sport clubs of tehran city. the study was descriptive-correlation which was conducted as a field study. the statistical population consisted of customers who attended bodybuilding, fitness and aerobics sport clubs for at least 6 months in tehran. 5 districts (out of 22) of tehran city were selected by clus...

Customer retention is the key issue in the organizations facing the problem of customer impatience. Firms are employing a number o f customer retention strategies to sustain their businesses. An impatient customer (due to reneging) may be convinced to stay in service system for his service by utilizing certain convincing mechanisms. Such customers are termed as retained customers. Queuing with ...

This research aims to explore the effect of e-service quality on customer satisfaction and loyalty. Especially, the current paper focuses on customer perceptions and reactions to the tangible factors of e-service quality in the Business-to-Customer (B2C) area. This tangible eservice quality includes web design esthetics, ease of use, virtual tour, and visualization. In addition, intangible e-se...