customer satisfaction

Description Ratings grids, emerging from personal construct theory, measure an individual’s perception of a situation. This paper and exercises seek to demonstrate how researchers and managers can use the grid to evaluate visitors’ perceptions of an attraction or event. International Journal of...

Description The purpose of this paper is to test and compare different conceptual approaches for perceived value in a service context International Journal of Culture, Tourism and Hospitality Research Extensions on the conceptualization of customer perceived value: insights from the airline...

Description The effect of the antecedents of satisfaction on consumer satisfaction is an issue still under debate in the academic literature. Thus, the primary goal of this article is to analyze the relationship between two of the most important antecedents of consumer satisfaction – namely...

Description The purpose of this paper is to examine the leisure cruise service environment – the shipscape – and its effects on cruisers’ emotions, meaning-making, and onboard behavior. International Journal of Culture, Tourism and Hospitality Research Shipscape influence on the leisure cruise...

Description The purpose of this paper is to assess Chinese tourists’ perceptions of the UK hotel service quality, and to analyze the role of Chinese culture in influencing their expectations and perceptions International Journal of Culture, Tourism and Hospitality Research Cultural...

Description The purpose of the research is to conceptualize a model of tourist satisfaction at the destination level which can serve as a background for designing a universal, parsimonious, short and easily applicable measurement instrument. International Journal of Culture, Tourism and...

Description This study is interested in the tourist satisfaction of Kenting Wind Chime Festival, as well as in tourist’s characteristic and their revisiting commitment. The purpose is to survey customer satisfaction, which has significant implications for the economic performance of the firm...

Description The purpose of this paper is to assess whether tourist shopper segments are an attractive market for shopping centers. This research aims to explore whether or not tourist shoppers are more satisfied than resident shoppers with their shopping experience and whether tourist shoppers...

Description The purpose of this paper is to investigate the service quality of Macao’s World Heritage (WH) site as perceived by visitors involving both tourists and local residents. International Journal of Culture, Tourism and Hospitality Research Service quality of Macao's world heritage site...

Description The paper research objectives are: to investigate into the classification of special interest tour preferences in terms of their types and to compare whether consumers with different demographic attributes result in discrepancies in special interest tour preferences International...

Description To discuss the importance of the relationship between service providers’ positive affective displays, the value of a “real” smile within the consumers’ perception of authentic service delivery and how these relate to satisfaction and future intentions. International Journal of...

Description The purpose of this editorial is to introduce the reader to six articles related to consumer behavior in tourism destinations International Journal of Culture, Tourism and Hospitality Research Advances in tourism marketing research: introduction to a special issue on consumer...

Description In recent years, crisis of oil and global competition have become big problems for industries. Rising of oil prices in global market may affect Pertamina as an Indonesian oil industry to escalate gasoline price for transportation. However, psychologically increment of gasoline price...

Description The first chapter introduces the background to the research. Briefly, the motivation for the study is justified. Issues related to managing high technology markets are discussed. Life cycle theory is additionally introduced as one of the central themes of the present study. The...

Description The importance of customers has been highlighted by many researchers and academicians. Zairi (2000) said "Customers are the purpose of what we do and rather than them depending on us, we very much depend on them. The customer is not the source of a problem, we shouldn't perhaps make...

Description India is an emerging country with huge potential. The domestic economy is now growing at around 9-10% per annum and India's importance in global terms is being reinforced by rapidly rising exports and domestic consumption. The automotive industry is at the center of India's new...

Description A study on customer satisfaction towards toothpaste with special reference to Colgate. The main objective of to identify the various factor influencing customer in purchase of the toothpaste, to know the customer satisfaction level about the toothpaste. IOSR Journal of Business and...

Description Satisfying customers is a core business challenge which has attracted considerable research attention. The existing customer satisfaction literature is dominated by two theoretical perspectives: the service profit chain (Heskett et al, 1994) and SERVQUAL CUSTOMER SATISFACTION AND...

Description This research is an attempt to find a logical relationship between total quality management (TQM), innovation and customer satisfaction through reviewing several other researches. It identifies different practices in service industry which possibly influence different dimensions of...

Top management leadership, employee empowerment, job satisfaction, and customer satisfaction in TQM organizations: an empirical study Isaiah O. Ugboro*, Kofi Obeng School of Business and Economics, North Carolina A&T State University, Greensboro, NC 27411, USA Received 1 June 1996; received in...