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Team Selling And Customer Satisfaction In The Mission Critical Sector: A Case Study Of Eyp Mission Critical Facilities Inc., Timothy J. Crader, Stephen M. Brown
Team Selling And Customer Satisfaction In The Mission Critical Sector: A Case Study Of Eyp Mission Critical Facilities Inc., Timothy J. Crader, Stephen M. Brown
WCBT Faculty Publications
This study examined the relationships between selling teams (STs) and customer satisfaction within the mission critical power design industry. The literature indicates that STs, which are considered a state of the art sales model, deserved further research. The SERVQUAL survey was used to measure customer satisfaction with EYP Mission Critical’s most strategic customers. The difference in customer satisfaction for customers serviced by STs and traditional sales personnel were compared. The investigation found support indicating that a ST approach had a positive relationship to increased customer satisfaction levels. Based on the results of the study, it is recommended that sales leaders …
Satisfaction With Airline Service Quality: Familiarity Breeds Contempt, Tamilla Curtis, Dawna L. Rhoades, Blaise P. Waguespack Jr.
Satisfaction With Airline Service Quality: Familiarity Breeds Contempt, Tamilla Curtis, Dawna L. Rhoades, Blaise P. Waguespack Jr.
Management, Marketing and Operations - Daytona Beach
The objective of this study is to investigate frequency-of-flight issues and the differences between frequent and non-frequent flyers’ levels of satisfaction and the importance attributed to overall airline service quality and select attributes. The results indicate that the level of satisfaction with overall airline quality and select attributes decrease the more passengers fly. Conversely, the level of importance attributed to airline amenities increased with flight frequency. Perceptions of airline quality may vary between different nationalities and different socioeconomic groups. Differences between the short- and long-haul flights, as well as domestic and international services could also exist. Airline managers need to …
Customer Loyalty, Repurchase And Satisfaction: A Meta-Analytical Review, Tamilla Curtis, Russell Abratt, Dawna L. Rhoades, Paul Dion
Customer Loyalty, Repurchase And Satisfaction: A Meta-Analytical Review, Tamilla Curtis, Russell Abratt, Dawna L. Rhoades, Paul Dion
Management, Marketing and Operations - Daytona Beach
The purpose of this article is to investigate the relationship between customer loyalty, repurchase/repurchase intent and satisfaction in order to attempt to resolve the mixed views on these concepts. A quantitative review of loyalty-repurchase satisfaction constructs was conducted to identify the strength and direction of the researched relationships and the influence of possible moderating factors affecting those relationships. The Hunter and Schmidt (1990) meta-analytical technique and software were employed. The results demonstrate that loyalty and satisfaction indicate strong positive relationships (0.54). Repurchase and satisfaction display a complicated relationship, which confirmed the view that satisfaction does not explain repurchase behavior. Repurchase …