[PDF] Top 20 The effects of service failures and recovery on customer loyalty in e-services: An empirical investigation

... Whether the H2 (impact of failure resolution) is likely to hold online depends on the degree to which online customers expect to have their problem solved, when compared to traditional ... See full document

... equity. In addition, corporate image mediated the impact of the marketing-mix attempts on the three dimensions of brand ...investigated the relationship between ... See full document

... service recovery can be increased in e-services, for two main ...First, the multi-channel nature of many of these services may facilitate customer complaints ... See full document

... progress on information and communication technology influencing businesses with a new emerging concept called customer relationship management (CRM) and it has made significant changes ... See full document

... potentials in Iran, which could absorb special types of tourism in the country especially those who are interested in visiting religious, historical or cultural ...involved in ... See full document

... about the privacy of personal information and communications is the top reason many consumers have stayed out off the online services including mobile phone ...services. ... See full document

... performed an examination on some selected marketing mix elements and brand equity and proposed a conceptual framework in which marketing elements were associated with the ... See full document

... instance, the customer could forego the additional benefit of a customized service and instead accept a standardized ...service. The service firm may provide ... See full document

... provide an increased understanding of the competitive role of quality in ...be the basis of a pyramid of OM capabilities, on what has become known as ... See full document

... that the interpersonal factors were the most predictive of trust and among the factors, perceived researcher integrity, willingness to reduce research uncertainty, confidentiality, ... See full document

... because of the variety of services, which might be differently understood by different ...customers. Services in- volve the supply of certain benefits and ... See full document

... is the outcome of the customer’s perception of the value received in a transaction or relationships, where value equals perceived service quality, compared to the ... See full document

... defining customer loyalty, we have to know whether loyalty is a behavior standard or an attitude ...Behavioral loyalty tries to describe brand loyalty based on real ... See full document

... Sousa and Voss, 2001), firm size, capital intensity, degree of diversifi- cation, timing of QM implementation and maturity of QM program (Hendricks and Singhal, ...1995), ... See full document

... attention on defining the dimensions of CBBE, which are by today consistently named as brand awareness, brand loyalty, perceived quality, and brand associations (see Aaker, 1991, 1996; ... See full document

... with the exposed literature and stated hypothesis, the results of the logit model (see Table 4) indicate larger firms are deemed to show a higher propensity for delocalization, but ... See full document

... presented an empirical investigation to detect important factors influencing export of Iranian herbal ...supplements. The proposed study has performed a comprehensive review on ... See full document

... In this framework, their problem is to choose optimally consumption leveI and labor supply at every period given the tax rate, public and private capital, the realization of t[r] ... See full document

... One of the most analysed matters in the texts is the role of ICT in the development of human intelligence and, in particular, in ... See full document

... gender and ethnicity are some of the demographic factors that can strengthen and ease relationships and interactions, due to the correlation felt by individuals (Lincoln ... See full document