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Journal articles on the topic 'Marketing Customer services'

Author: Grafiati

Published: 4 June 2021

Last updated: 12 February 2022

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1

Levy, Shalom. "Does usage level of online services matter to customers’ bank loyalty?" Journal of Services Marketing 28, no. 4 (2014): 292–99. http://dx.doi.org/10.1108/jsm-09-2012-0162.

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Purpose – This paper aims to evaluate the relationship between the customer’s relative usage levels of online banking services and bank loyalty, and to examine the effect of customer satisfaction with the quality of online banking services and services’ convenience in this relationship. This study proposes a conceptual framework, integrating these factors. Design/methodology/approach – Data were collected from among traditional banks’ customers. The study uses a factor analysis method following path analysis, using AMOS 19 and structural equation modeling. Findings – The findings show a signif

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Komulainen, Hanna, Saila Saraniemi, Pauliina Ulkuniemi, and Marianne Ylilehto. "End-customer value restructuring the financial service supply chain." Marketing Intelligence & Planning 36, no. 6 (2018): 709–20. http://dx.doi.org/10.1108/mip-11-2017-0320.

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Purpose The purpose of this paper is to examine how the customer value experience conveys the restructuring of the service network in the banking industry. The banking sector has often been one of the early adopters of IT in terms of connecting their services and customers. While developing digital services, however, banks are also concerned that they are losing contact with their customers. At the same time, fast developing technologies enable new companies to enter the industry to offer their services. As a result, the service supply chains in the banking industry appear to be restructured.

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Kursunluoglu, Emel. "Shopping centre customer service: creating customer satisfaction and loyalty." Marketing Intelligence & Planning 32, no. 4 (2014): 528–48. http://dx.doi.org/10.1108/mip-11-2012-0134.

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Purpose – The purpose of this paper is to analyse customer service effects in creating satisfaction and loyalty. The other antecedents of satisfaction and loyalty such as perceived value and service quality were not analysed in this research. Design/methodology/approach – Exploratory factor analysis was used to classify customer service items. Confirmatory factor analysis was not applied because of there was not any significant theory based on the classification of shopping centre customer service (SCCS). The research model was developed to show the relationships and the effects of customer se

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Leino, Henna M. "Secondary but significant: secondary customers’ existence, vulnerability and needs in care services." Journal of Services Marketing 31, no. 7 (2017): 760–70. http://dx.doi.org/10.1108/jsm-05-2016-0199.

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Purpose The purpose of this paper is to increase understanding of the status, vulnerability and needs of the health-care and nursing service customers’ (hereafter, care service customers’) loved ones. Design/methodology/approach The position and vulnerabilities of secondary customers of care services are studied and examples provided by reviewing empirical research reported in the care service literature. A conceptual discussion is developed on the “customer” concept in an extended sense, beyond the focal customers. The “primary customer” and “secondary customer” concepts are employed to suppl

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Calvo-Porral, Cristina, and Jean-Pierre Lévy-Mangin. "An emotion-based segmentation of bank service customers." International Journal of Bank Marketing 38, no. 7 (2020): 1441–63. http://dx.doi.org/10.1108/ijbm-05-2020-0285.

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PurposeEmotional and affective responses are experienced during service use that determine customer behavior; and for this reason, bank services require an better understanding of the emotions customers feel in service experiences. This research aims to examine whether different customer segments exist in the bank services industry, based on the emotions they experience when using the service.Design/methodology/approachThe factors were examined through confirmatory factor analysis (CFA). Then, two-step clustering analysis was developed for customer segmentation on data from 451 bank service cu

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Cao, Zhongpeng. "The impact of social visibility of VIP services on satisfaction." Journal of Services Marketing 35, no. 5 (2021): 647–56. http://dx.doi.org/10.1108/jsm-08-2020-0340.

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Purpose From the perspective of customer segmentation, most scholars show more interest in the very important person (VIP) customer’s service experience and satisfaction; however, the way in which ordinary customers view VIP services has received less attention. Based on fairness heuristic theory and social comparison theory, this study aims to examine the impact of the social visibility of VIP services on ordinary customers’ satisfaction and explored the underlying mechanisms and boundary conditions of this effect. Design/methodology/approach Two experiments were conducted, Study 1 verified t

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Estrella-Ramón, Antonia. "Explaining customers’ financial service choice with loyalty and cross-buying behaviour." Journal of Services Marketing 31, no. 6 (2017): 539–55. http://dx.doi.org/10.1108/jsm-05-2015-0189.

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Purpose This paper aims to examine the impact of the customer’s previous transaction behaviour (represented by loyalty and general cross-buying) on his/her choice of specific services offered by the same financial services provider. Design/methodology/approach This study uses a set of logistic regression models by incorporating panel data from a large bank. The database consists of 2,187 randomly selected customers, and it includes features related to individual loyalty and cross-buying behaviours, as well as demographic indicators, i.e. individual measures related to each customer and each se

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Moliner-Tena, Miguel Angel, Diego Monferrer-Tirado, and Marta Estrada-Guillén. "Customer engagement, non-transactional behaviors and experience in services." International Journal of Bank Marketing 37, no. 3 (2019): 730–54. http://dx.doi.org/10.1108/ijbm-04-2018-0107.

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Purpose The purpose of this paper is to highlight the central role of bank customers’ engagement as a mediating variable between customer experience and two non-transactional customer behaviors (advocacy and attitudinal loyalty). Design/methodology/approach To test the hypothesis, a model was designed with two antecedents of bank customer engagement (satisfaction and customer emotions), and two non-transactional behaviors (attitudinal loyalty and customer advocacy). The model was tested on a sample of 1,790 customers of two Spanish banks. Findings Results confirm bank customer engagement as th

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Blinda, Kristina, Oliver Schnittka, Henrik Sattler, and Jan-Frederik Gräve. "Implementing effective customer participation for hedonic and utilitarian services." Journal of Services Marketing 33, no. 3 (2019): 316–30. http://dx.doi.org/10.1108/jsm-07-2018-0196.

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Purpose A distinct view of customer participation in services classifies the characteristics of the participation process as experience- versus outcome-oriented, each of which affects customer participation success uniquely for different types of services (utilitarian vs hedonic). This study aims to investigate if service managers should differentiate and focus on distinct characteristics according to the service types. Design/methodology/approach Two consumer experiments serve to assess the potential moderating effect of service type on consumer preferences for experience- versus outcome-orie

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Karbowiak, P. "Marketing a technical business." Water Supply 3, no. 1-2 (2003): 433–40. http://dx.doi.org/10.2166/ws.2003.0135.

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Until recently most water utilities have operated as a public service. The market is still predominantly a natural monopoly. The significant infrastructure requirements militate against service duplication and competition. Generally customers do not have the option of changing service providers. With the arrival of competition policy, water utilities have initiated some customer service programmes. However, the driver for this change has been the reporting requirements of the regulator rather than customer focused imperatives. However, there are benefits for water service companies to conduct

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Saarijärvi, Hannu, Christian Grönroos, and Hannu Kuusela. "Reverse use of customer data: implications for service-based business models." Journal of Services Marketing 28, no. 7 (2014): 529–37. http://dx.doi.org/10.1108/jsm-05-2013-0111.

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Purpose – The purpose of this study is to explore and analyze the implications of reverse use of customer data for service-based business models. In their quest for competitive advantage, firms traditionally use customer data as resources to redesign and develop new products and services or identify the most profitable customers. However, in the shift from a goods-dominant logic toward customer value creation, the potential of customer data for the benefit of the customer, not just the firm, is an emerging, underexplored area of research. Design/methodology/approach – Business model criteria a

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D, Suganthi. "Innovative services provided by airtel." Journal of Management and Science 1, no. 1 (2013): 144–52. http://dx.doi.org/10.26524/jms.2013.20.

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Business to consumer marketing it is "the process by which companies create value for customers and build strong customer relationships, in order to capture value from customers in return". For business to business marketing it is creating value, solutions, and relationships either short term or long term with a company or brand. Marketing is used to identify the customer, satisfy the customer, and keep the customer. The adoption of marketing strategies requires businesses to shift their focus from production to the perceived needs and wants of their customers as the means of staying profitabl

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Komulainen, Hanna, and Saila Saraniemi. "Customer centricity in mobile banking: a customer experience perspective." International Journal of Bank Marketing 37, no. 5 (2019): 1082–102. http://dx.doi.org/10.1108/ijbm-11-2017-0245.

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Purpose The purpose of this paper is to increase understanding about how to improve customer value and to make mobile banking services a profitable business for banks and other financial actors. The study explores the user experiences and related value of a new mobile banking service. Design/methodology/approach The study is implemented as a case study that is phenomenological in nature and linked to an interpretive consumer study. Empirical data were collected through 14 semi-structured theme interviews and a diary method. The data were analysed by using a content analysis method. Findings Th

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Moghavvemi, Sedigheh, Su Teng Lee, and Siew Peng Lee. "Perceived overall service quality and customer satisfaction." International Journal of Bank Marketing 36, no. 5 (2018): 908–30. http://dx.doi.org/10.1108/ijbm-06-2017-0114.

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Purpose Foreign and local banks in Malaysia are competing in terms of skilled staff, innovative products and services, rendering quality services and customer satisfaction. The purpose of this paper is to examine the overall service quality and customer satisfaction of both foreign and local banks. Design/methodology/approach The data used to test the hypothesis were collected from 748 foreign and local bank customers in Malaysia. The research model was analysed using a structural equation modelling technique. Findings Results show that knowledge and staff competencies, as well as convenience

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Heinonen, Kristina. "Multiple perspectives on customer relationships." International Journal of Bank Marketing 32, no. 6 (2014): 450–56. http://dx.doi.org/10.1108/ijbm-06-2014-0086.

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Purpose – The purpose of this paper is to describe and conceptualize customer relationships in the financial service sector, focussing on three aspects of customer-bank relationships: the financial service provider perspective, the customer-provider dyad, and the customer context. Design/methodology/approach – Through a short review of the eight papers included in this special issue, this paper illustrates different aspects of customer relationships. It explores customer value formation in the context of banking services, the dynamics and strength of customer relationships, and strategies for

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Shen, Anyuan. "Recommendations as personalized marketing: insights from customer experiences." Journal of Services Marketing 28, no. 5 (2014): 414–27. http://dx.doi.org/10.1108/jsm-04-2013-0083.

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Purpose – The purpose of this paper is an exploratory study of customers’ “lived” experiences of commercial recommendation services to better understand customer expectations for personalization with recommendation agents. Recommendation agents programmed to “learn” customer preferences and make personalized recommendations of products and services are considered a useful tool for targeting customers individually. Some leading service firms have developed proprietary recommender systems in the hope that personalized recommendations could engage customers, increase satisfaction and sharpen thei

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Köcher, Sören, and Stefanie Paluch. "“My bad”: investigating service failure effects in self-service and full-service settings." Journal of Services Marketing 33, no. 2 (2019): 181–91. http://dx.doi.org/10.1108/jsm-03-2018-0096.

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PurposeCompanies in diverse branches offer a variety of service alternatives that typically differ in terms of the degree to which customers are actively involved in service delivery processes. The purpose of this paper is to explore potential differences in consumers’ reactions to service failures across services provided by a service employee (i.e. full-services) and services that require customers’ active involvement (i.e. self-services).Design/methodology/approachTwo 2 (full-service vs self-service) × 2 (no service failure vs service failure) scenario-based experiments in technological and

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Snyder, Hannah, Lars Witell, Mattias Elg, and Janet R. McColl-Kennedy. "The influence of place on health-care customer creativity." European Journal of Marketing 53, no. 7 (2019): 1400–1422. http://dx.doi.org/10.1108/ejm-10-2017-0723.

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Purpose When using a service, customers often develop their own solutions by integrating resources to solve problems and co-create value. Drawing on innovation and creativity literature, this paper aims to investigate the influence of place (the service setting and the customer setting) on customer creativity in a health-care context. Design/methodology/approach In a field study using customer diaries, 200 ideas from orthopedic surgery patients were collected and evaluated by an expert panel using the consensual assessment technique (CAT). Findings Results suggest that place influences custome

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Vyas, Vishal, and Sonika Raitani. "Drivers of customers’ switching behaviour in Indian banking industry." International Journal of Bank Marketing 32, no. 4 (2014): 321–42. http://dx.doi.org/10.1108/ijbm-04-2013-0033.

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Purpose – The price war and intense competition in Indian banking industry have exposed banks to one of the major threat of switching. Consumers are now more price and service conscious in their financial services purchasing behaviour. They are more prone to change their banking behaviour as banking products and services are nearly identical in nature. The purpose of this paper is to provide an insight of the drivers that lead a customer switch from one service provider to another in Indian banking industry using exploratory design. Design/methodology/approach – The impacts of the influencing

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Medberg, Gustav, and Kristina Heinonen. "Invisible value formation: a netnography in retail banking." International Journal of Bank Marketing 32, no. 6 (2014): 590–607. http://dx.doi.org/10.1108/ijbm-03-2014-0041.

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Purpose – The purpose of this paper is to explore value formation in the customer-bank relationship outside the line of visibility of service encounters. The customer's own context has been overlooked by the bank marketing literature as it is traditionally focused on value created by the service process and outcome. Design/methodology/approach – Positioned within the customer dominant logic, a netnography was conducted to explore how bank relationships are realised in customers’ own contexts and experiences. A total of 579 postings from discussions of retail banking in 18 online communities we

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Strandvik, Tore, Kristina Heinonen, and Sanna Vollmer. "Revealing business customers’ hidden value formation in service." Journal of Business & Industrial Marketing 34, no. 6 (2019): 1145–59. http://dx.doi.org/10.1108/jbim-11-2017-0259.

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Purpose This paper aims to identify how, in contrast to a provider-oriented stance where customer value is conceptualised as being controlled by the provider, customer value is formed for business customers beyond what is visible to the provider. Design/methodology/approach This paper builds on the primacy of the customer. Customer-dominant logic (CDL) is used as the conceptual underpinning, meaning that the customer, rather than the service provider or the service system, is at the centre. A case study was conducted with seven key users from three customer companies of an information and comm

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van Tonder, Estelle, and Daniël Johannes Petzer. "Perspectives on “other” customers’ roles in citizenship behaviour." International Journal of Bank Marketing 36, no. 2 (2018): 393–408. http://dx.doi.org/10.1108/ijbm-02-2017-0042.

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Purpose The purpose of this paper is to examine the impact of source credibility (expertise and trustworthiness) on perceived value (perceived usefulness (PU)), as well as the latter’s impact on sub-dimensions of customer citizenship behaviour (helping and advocacy intentions (AIs)) in an electronic banking services setting. Design/methodology/approach In total, 439 respondents who use at least one form of electronic banking service and who have previously received positive messages about electronic banking services from other customers were approached to complete a self-administered structure

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Asia, Narpat, Pramod Paliwal, and Yupal Shukla. "Seeking reliable services: a case of natural gas distribution utility." Emerald Emerging Markets Case Studies 11, no. 3 (2021): 1–21. http://dx.doi.org/10.1108/eemcs-09-2020-0351.

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Learning outcomes The learning outcome of this paper are as follows: enabling students to learn about business and marketing issues of the natural gas distribution industry. To expose students to organizational processes aimed at finding solutions to customer issues. To make them appreciate the aspects of service quality and SERVQUAL model. To make the students aware of the significance of market research for problem-solving. How to use market research findings to address the customer issues? Enabling the students to learn how cross-functional teams contribute to addressing marketing and custo

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Shabbir, Malik Shahzad. "Nexus between customer preference and operation of conventional banks Islamic windows in Pakistan." Journal of Islamic Marketing 11, no. 1 (2019): 50–65. http://dx.doi.org/10.1108/jima-03-2018-0063.

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Purpose The purpose of this study is to investigate the nexus between preferences of customers toward operations of Islamic windows from conventional banks. However, financial institution system of any country has a dominant importance for its growth level. This study makes a comparative analysis and nexus among Islamic windows of conventional banks, Islamic and conventional banks. Design/methodology/approach A well-designed questionnaire has been made and distributed among three types of bank customers to get their perception and preference regarding services qualities and operations from all

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Jouny-Rivier, Elodie, Javier Reynoso, and Bo Edvardsson. "Determinants of services co-creation with business customers." Journal of Services Marketing 31, no. 2 (2017): 85–103. http://dx.doi.org/10.1108/jsm-01-2016-0001.

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Purpose This paper aims to identify and analyze factors that determine firms’ commitment to co-create new services with business customers. Design/methodology/approach A quantitative study based on a scenario method, involving an online survey of French service companies, reveals the determinants of commitment to service co-creation. Findings Customer benefits and organizational sacrifices, as well as firm-related factors (specialization, partners’ involvement and innovativeness) correlate with firms’ commitment to co-create new services. The proposed, empirically grounded model details factor

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Maklan, Stan, and Philipp Klaus. "Customer Experience: Are We Measuring the Right Things?" International Journal of Market Research 53, no. 6 (2011): 771–72. http://dx.doi.org/10.2501/ijmr-53-6-771-792.

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Marketing theory and practice evolved dramatically through a series of transformations from products to services and, recently, customer experiences. Each stage has its own perspective on marketing's purpose, the nature of customer value, and measurements that calibrate performance and guide managerial decisions. The latter is of particular interest to market researchers. Measurement (research) typically lags behind changes in marketing theory due to institutional factors and the time it takes for new practices to diffuse. The authors posit that firms still measure customer experience against

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George, Morris, and Kirk L. Wakefield. "Modeling the consumer journey for membership services." Journal of Services Marketing 32, no. 2 (2018): 113–25. http://dx.doi.org/10.1108/jsm-03-2017-0071.

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Purpose The purpose of this study is to model the consumer journey of admission-based membership services from initial purchase to full-season memberships. Particularly, the study pays attention to customer-owned contacts (purchase behavior) and service-owned contacts (salesperson voice- and text-based communications), to examine longitudinal internal data to determine factors which hinder and propel customers toward full memberships. Design/methodology/approach On the basis of big data supplied by a National Hockey League team, the study uses three simultaneous equations in modeling to accoun

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Stone, Merlin, and Paul Laughlin. "How interactive marketing is changing in financial services." Journal of Research in Interactive Marketing 10, no. 4 (2016): 338–56. http://dx.doi.org/10.1108/jrim-01-2016-0001.

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Purpose This paper aims to explore the impact of the internet and related information and communications technology developments on how financial services (FS) are distributed and how customers are managed, in particular, not only how companies can differentiate between “good” and “bad” customers and manage them appropriately but also how customers can be “bad” and escape the consequences. It also explores how changes in information asymmetry between suppliers and customers affects who gains or loses from the relationship between them. Design/methodology/approach The data for the article are f

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Iqbal, M. "Marketing of Retail Financial Services." Transactions of the Faculty of Actuaries 41 (1987): 444–541. http://dx.doi.org/10.1017/s007136860000985x.

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1.1 In recent years insurance companies have begun to employ marketing techniques in search of greater success in an increasingly competitive market place. Several companies have Marketing Departments. However, those who have used marketing techniques most efficiently are not necessarily those with the largest departments.1.2 Too often marketing is confused with promotion which is but one facet of a multi-faceted discipline. Another common mistake is to regard marketing as a subset of selling. This is understandable because most senior marketing appointments in the insurance industry have gone

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Gong, Taeshik, and Jin Nam Choi. "Effects of task complexity on creative customer behavior." European Journal of Marketing 50, no. 5/6 (2016): 1003–23. http://dx.doi.org/10.1108/ejm-04-2015-0205.

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Purpose Improving the creative performance of customers is critical to improving the competitive advantage of service firms. Customers that perform creatively and generate novel and useful ideas contribute to firm profitability by helping the firm save on costs and improve its services rather than merely relying on its employees. This paper aims to focus on creative customer behavior and examine its antecedents. Design/methodology/approach The analysis is based on a dyadic data set involving salespeople and their customers, collected over two periods across various industries in the context of

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Roy, Subhadip. "Effects of customer experience across service types, customer types and time." Journal of Services Marketing 32, no. 4 (2018): 400–413. http://dx.doi.org/10.1108/jsm-11-2016-0406.

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Purpose This study aims to investigate the relevance of customer experience quality (EXQ) across three different aspects. It compares the effect of EXQ on customer attitudes for hedonic vs utilitarian services; regular vs new customers; and new customers if they revisit or become regular customers. Design/methodology/approach The study uses a survey design with structured questionnaires and established scales. Part of the data is collected using a longitudinal survey. Factor analysis and structural equation modeling are used as analytical techniques. Findings Major findings indicate a stronger

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Rambocas, Meena, and Surendra Arjoon. "Brand equity in Caribbean financial services: the moderating role of service providers." International Journal of Bank Marketing 38, no. 3 (2019): 642–70. http://dx.doi.org/10.1108/ijbm-05-2019-0167.

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Purpose The purpose of this paper is to develop an integrated model to represent how service experience (core, employee and service scale), customer satisfaction (transaction-specific and cumulative) and brand affinity influence brand equity in financial services, taking into account the moderating influence of financial service providers. Design/methodology/approach Data were collected from 751 customers in three types of financial service providers (banks, insurance companies and credit unions), and analyzed with structural equation modeling and multi-group analysis. Findings The findings co

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Mahanani, Prima Ayu Rizqi. "Customer Relations Management sebagai Salah Satu Upaya Public Relations Perusahaan Jasa Perbankan Menciptakan Good Image." Jurnal ASPIKOM 1, no. 6 (2017): 551. http://dx.doi.org/10.24329/aspikom.v1i6.58.

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This article deals with marketing trends in the 21st century is shifting from a transactional approach to the relational approach with focus on the fulfillment of needs, satisfaction, and pleasure affect business banking customers are very dependent on the customer. Map business services banking services fickle demands creativity public relations in providing the best service to its customers get a good image. Service concept using the service paradigm leading to cultivate the power of the customer based on the customer satisfaction-oriented, widely used by business banking services at this ti

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Yang, Shuai, Yiping Song, Sixing Chen, and Xin Xia. "Why are customers loyal in sharing-economy services? A relational benefits perspective." Journal of Services Marketing 31, no. 1 (2017): 48–62. http://dx.doi.org/10.1108/jsm-01-2016-0042.

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Purpose This study aims to provide a taxonomy of relational benefits that drive customer loyalty in sharing-economy services, assess the relative strengths of these relational benefits in influencing customer loyalty and examine whether commitment mediates the influence of relational benefits on customer loyalty in this context. Design/methodology/approach Relational benefits of sharing-economy services were explored through a focus group interview, followed by an online survey completed by 440 respondents in China. Structural equation modeling was used to test the hypotheses. Findings This st

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Janahi, Mohamed Abdulnaser, and Muneer Mohamed Saeed Al Mubarak. "The impact of customer service quality on customer satisfaction in Islamic banking." Journal of Islamic Marketing 8, no. 4 (2017): 595–604. http://dx.doi.org/10.1108/jima-07-2015-0049.

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Purpose The purpose of this paper is to contribute to the Islamic banking literature by examining the impact of different factors of customer service quality on customer satisfaction. Design/methodology/approach The paper presents a model which is not frequently used in Islamic banking literature and shows relationships between six factors of customer service quality and customer satisfaction in the Islamic banking sector. Customers of five main Islamic banks are contributing in this study. Findings This paper demonstrates strong and positive relationships between the six main dimensions of cu

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Melton, Horace, and Michael D. Hartline. "Customer and employee co-creation of radical service innovations." Journal of Services Marketing 29, no. 2 (2015): 112–23. http://dx.doi.org/10.1108/jsm-02-2014-0048.

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Purpose – The study demonstrates that firms can effectively involve customers in new service development (NSD) to create radically innovative, high-performing new services. Prior research found no effect of customer involvement on radicalness in NSD programs, but the current study provides evidence that customer involvement in the design stage of NSD projects can increase the radical innovativeness of a new service. Design/methodology/approach – Surveys from 160 firms captured information on the development process, participants and outcomes of recent service innovation projects. Direct effect

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Kartika, Tika, Achmad Firdaus, and Mukhamad Najib. "Contrasting the drivers of customer loyalty; financing and depositor customer, single and dual customer, in Indonesian Islamic bank." Journal of Islamic Marketing 11, no. 4 (2019): 933–59. http://dx.doi.org/10.1108/jima-04-2017-0040.

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Purpose This study aims to investigate the drivers of loyalty in Indonesian Islamic banks, especially group of depositor vs financing customer and single vs dual customer. Design/methodology/approach The objectives of this study were the seven major commercial Indonesian Islamic banks using the purposive sampling technique. In total, 105 questionnaires were processed, consisting of questions regarding depositors, financing, single and dual customer. Structural equation modeling using partial least squares were the analysis methods used to test the hypothesis, while in-depth interviews were con

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Kaura, Vinita, Ch S. Durga Prasad, and Sourabh Sharma. "Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction." International Journal of Bank Marketing 33, no. 4 (2015): 404–22. http://dx.doi.org/10.1108/ijbm-04-2014-0048.

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Purpose – The purpose of this paper is to examine the extent to which service quality, perceived price and fairness and service convenience influence customer satisfaction and customer loyalty for Indian retail banking sector. It further explores the role of customer satisfaction as mediating variable between service quality dimensions, perceived price and fairness, service convenience dimensions and customer loyalty. Design/methodology/approach – A cross-sectional research on 445 retail banking customers through questionnaire is conducted. Population of study is valued retail urban customers

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Al-hawari, Mohammad Ahmad. "How the personality of retail bank customers interferes with the relationship between service quality and loyalty." International Journal of Bank Marketing 33, no. 1 (2015): 41–57. http://dx.doi.org/10.1108/ijbm-09-2013-0096.

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Purpose – The purpose of this study was to test how customers’ personality traits affect the importance of service quality in triggering customer loyalty. Design/methodology/approach – A survey was used to collect information from respondents about their attitude toward and experiences with their primary bank. The same survey was also used to explore respondents’ personality traits. AMOS 18 was used to test the hypothesized relationships. Findings – The findings, consistent with the literature, show that the overall quality of service affects customer loyalty. Services quality plays significan

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An, Jake, Liem Viet Ngo, Mathew Chylinski, and Quan Tran. "Customer advocates with a generous heart." Journal of Services Marketing 33, no. 2 (2019): 192–205. http://dx.doi.org/10.1108/jsm-04-2018-0120.

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PurposeDespite the fact that prosocial motivation is related to word of mouth (WOM), few studies have been conducted to investigate the psychological and behavioral processes that mediate the two constructs. This study aims to explore customers’ relational interactions, specifically customer-to-employee interaction (via customer participation), customer-to-customer interaction and customer-to-brand interaction (via brand commitment), as mediators of the prosocial motivation–WOM linkage. Specifically, this paper examines the serial mediation model, in which prosocial motivation increases custom

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Othman, Bestoon, and Amran Bin Harun. "The Influence of Service Marketing Mix and Umrah Service Quality on Customer Satisfaction and Customer Loyalty towards Umrah Travel Agents in Malaysia." Technium Social Sciences Journal 22 (August 9, 2021): 553–618. http://dx.doi.org/10.47577/tssj.v22i1.4330.

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In the Malaysian Umrah industry, there are so many new participants selling and offering similar products and services. As a result, Umrah providers must compete to survive in this industry, as there are currently so many competitors. They need to focus on customers’ special needs and preferences to maintain and retain the long-term relationship. Thus, the objective of this study is to examine the relationship between service marketing mix and Umrah service quality on customer loyalty towards Umrah travel agents, and the mediating effect of customer satisfaction in the relationship between ser

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Zouni, Georgia, and Athanassios Kouremenos. "Do Tourism Providers Know their Visitors? An Investigation of Tourism Experience at a Destination." Tourism and Hospitality Research 8, no. 4 (2008): 282–97. http://dx.doi.org/10.1057/thr.2008.30.

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Even dominant positivist researchers recognise the insufficiencies of traditional services research methodology and claim that the dominant models of service quality's measurement have failed to reveal the customers' prospective (Schembri and Sandberg, 2002). Whereas the customer is considered to be the focal point in contemporary marketing and services marketing, the customer's perspective is claimed to be missing from dominant theory (Grönroos, 1993, 2006a). This paper explores the potential for a modified gap analysis to serve as an alternative marketing tool. A research framework is constr

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Sustariyah, Sri. "INFLUENCE OF HEALTH SERVICE ACCEPTANCE VALUE TOWARD A PATIENT RELIANCE." Journal of Economic Empowerment Strategy (JEES) 1, no. 1 (2018): 58. http://dx.doi.org/10.30740/j.v1i1.24.

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The Government appoints the Social Health Insurance Administering Body, hereinafter abbreviated as BPJS Kesehatan Pengelengaranya Agency. West Java is one of the organizers of BPJS Program whose membership is still below the standard set by the government. Alleged implementation of operational implementation of Social Security Health is still not fully understood and perceived benefits and services by the community, Marketing with a system of proximity to customers and provision of quality services to be one strategy that is effective in improving public confidence. Relational marketing and se

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Sustariyah, Sri. "INFLUENCE OF HEALTH SERVICE ACCEPTANCE VALUE TOWARD A PATIENT RELIANCE." Journal of Economic Empowerment Strategy (JEES) 1, no. 1 (2018): 58. http://dx.doi.org/10.30740/jees.v1i1.24.

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The Government appoints the Social Health Insurance Administering Body, hereinafter abbreviated as BPJS Kesehatan Pengelengaranya Agency. West Java is one of the organizers of BPJS Program whose membership is still below the standard set by the government. Alleged implementation of operational implementation of Social Security Health is still not fully understood and perceived benefits and services by the community, Marketing with a system of proximity to customers and provision of quality services to be one strategy that is effective in improving public confidence. Relational marketing and se

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Heidarzadeh Hanzaee, Kambiz, Mona Sadeghian, and Saeed Jalalian. "Which can affect more? Cause marketing or cause-related marketing." Journal of Islamic Marketing 10, no. 1 (2019): 304–22. http://dx.doi.org/10.1108/jima-04-2016-0028.

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Purpose The purpose of this study is to investigate the effects of corporate social responsibility on customer satisfaction, loyalty and repurchase with or without cause-related marketing or cause marketing across Islamic companies. Design/methodology/approach An experimental survey of Iranian university students was conducted to investigate the customer satisfaction, loyalty and purchase intention with companies using social marketing methods such as corporate social responsibility along with cause marketing and cause-related marketing. A total of 400 usable surveys were obtained in SRBIA Uni

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Mugabi, J., and C. Njiru. "Marketing urban water services: information needs for water utility managers in developing countries." Water Supply 6, no. 5 (2006): 17–25. http://dx.doi.org/10.2166/ws.2006.715.

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A decade ago the ‘Dublin Principles’ shifted global thinking towards treating water as an economic good. The concern was that overly supply-driven approaches had been financially unsustainable, and therefore failed to reduce the service gap. Accompanying this conceptual shift has been a wider move towards focusing on the customer's needs and preferences and their willingness to pay, and applying marketing techniques to meet those needs in a financially sustainable manner. Although regarded as a positive move, its success is heavily dependent on how well water utilities understand their custome

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Sanjaya, Sigit, and Susi Yuliastanty. "The Effect Of The Marketing Mix Service On Loyalty Of Customers With The Satisfaction Of Service As Intervening Variables In Pt Mandala Multifinance Padang City." Jurnal Ilmiah Pendidikan Scholastic 2, no. 2 (2018): 179–95. http://dx.doi.org/10.36057/jips.v2i2.279.

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  This study aimed to analyze: (1) The effect of services marketing mix to satisfaction on services, (2) The effect of services marketing mix to customer loyalty (3) The effect satisfaction on services to customer loyalty (4) The effect services marketing mix to customer loyalty through satisfaction on service as intervening variable. This type of research is causative, the respondents are customers of Mandala Finance Padang City. The population in this study amounted to 2868 people. Determination of the number of samples by using Slovin Formula, samples were taken with Simple Rand

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Martin, Charles L. "Retrospective: compatibility management: customer-to-customer relationships in service environments." Journal of Services Marketing 30, no. 1 (2016): 11–15. http://dx.doi.org/10.1108/jsm-10-2015-0319.

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Purpose This paper aims to revisit Martin and Pranter’s (1989) Journal of Services Marketing article, “Compatibility Management […]”, and by doing so, heighten service scholars’ and practitioners’ awareness of the historical and ongoing relevance of customer-to-customer (C2C) encounters, the challenges C2C encounters pose and the opportunities for future research. Design/methodology/approach A combination of review and commentary approaches is taken to summarize the 1989 article, the circumstances of its conception, the topic’s intersection with contemporary service topics and to illustrate th

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Durgee, Jeffrey F., and Garo Agopian. "Refurbishing services and how services enhance consumer well-being." Journal of Services Marketing 32, no. 3 (2018): 311–21. http://dx.doi.org/10.1108/jsm-11-2016-0395.

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Purpose The purpose of this paper is to explore how services might impact a general consumer sense of everyday well-being or life satisfaction. Design/methodology/approach It was decided to focus on the existential benefits of refurbishing services and see how they might impact owner sense of self and overall life satisfaction. A qualitative study was fielded which consisted of analyses of website testimonials of customers of refurbishing services for products such as pianos, watches, boats, bicycles and other durables. Also analyzed were results from one-on-one qualitative interviews of custo

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Prince, Thomas L., Harry K. Tayama, and John R. Grabner. "Description of Florists' Cognitive Structure and Perceived Performance of Supplier Services through Second-order Factor Analysis." Journal of the American Society for Horticultural Science 116, no. 1 (1991): 161–65. http://dx.doi.org/10.21273/jashs.116.1.161.

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Retail florists' performance ratings of services provided by wholesale growers, wholesale florists, and grower-shippers/brokers were factor-analyzed to yield a hierarchical classification of customer service in floral distribution. Nine customer service factors were identified and three major independent classes of customer service were defined, including 1) physical distribution, 2) marketing, and 3) product quality services. Florists rated the performance of suppliers' physical distribution services higher than marketing and product quality services. Florists' perception of physical distribu

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