Business Commons^™

Differential Impact Of Customer Equity Drivers On Satisfaction: The Case Of China’S Telecommunications Industry, Haejin Seo, Linlin Fu, Tae Ho Song

Asia Marketing Journal

As the necessity of customer relationship management (CRM) increases, measuring the performance of CRM have been actively discussed. Customer equity (CE) is regarded as an appropriate indicator for evaluating the outcomes of marketing activities. There are three drivers of CE: brand, value, and relationship equity. This study aims to investigate the impact of three drivers on customer satisfaction. Market competition is an environmental factor that affects the effectiveness of CRM. This study divides target firms into leaders and followers. This study found that the differential impact of CE drivers on customer satisfaction depends on the firm’s status (leader or follower). …

What Improves Customer Satisfaction In Mobile Banking Apps? An Application Of Text Mining Analysis, Yun Kyung Oh, Jung-Min Kim

Asia Marketing Journal

Consumer-generated reviews reflect consumers’ experiences and perceptions toward a product or service. In this context, we propose a text mining approach to identify factors that improve customer satisfaction in the mobile banking app service. To do so, we collect 96,140 mobile app reviews for four U.S. banks: Bank of America, Capital One, Chase, and Wells Fargo. Using the Latent Dirichlet Allocation (LDA) topic model, we first derive the critical quality dimensions such as ease of use, convenience, security, and customer support. Analysis of weekly panel data shows that positive responses to the security and convenience of mobile banking apps improve …

British Virgin Islands Tourists' Motives To Travel, Destination Image, And Satisfaction, Sherrine Natahsa Augustine

Walden Dissertations and Doctoral Studies

The turbulent events of the world have resulted in a decline in the number of travelers since 2011. Nevertheless, approximately one billion international tourists still travel annually.Tourist activity plays an important role in the global economic activity. The purpose of this correlational study was to examine if a relationship exists between destination images, push and pull motives to travel, and tourists' satisfaction. The target population consisted of noncitizen and nonresident tourists of the British Virgin Islands (BVI) between March 2017 and April 2017. Oliver's expectancy-disconfirmation theory that the individual will act in a particular way because the expectation that a …

Strategic Managerial Responses To Critical Service Events In Restaurants, Douglas Grant Edwards

Walden Dissertations and Doctoral Studies

Inappropriate managerial responses to critical service events (CSEs) in restaurants contribute to an increased rate of customer defection and restaurant failure. Some restaurant managers lack employee-training strategies that may enhance service recovery from CSEs. This case study explored what employee-training strategies participants deemed essential to enhance service recovery to CSEs. The population for this study was restaurant managers from a U.S. regional chain in South Carolina with at least 3 years of employee-training experience. Organizational learning theory was the conceptual framework for this study. Data collection included semistructured face-to-face interviews with restaurant managers and an exploration of company archival documents …

The Impact Of Consumer Product Package Quality On Consumption Satisfaction, Brand Perceptions, Consumer Investment And Behavior, Jeffrey S. Hess Phd, Jay Singh, Lynn E. Metcalf, Jeffrey Danes Phd

Journal of Applied Packaging Research

Consumer product packaging can serve a critical role in the consumption experience, but marketing and packaging science researchers focus primarily on pre and post-consumption aspects of consumer product containers. Exhaustive research into packing ergonomics, logistics, safety, sustainability and promotional features are common across marketing and packaging disciplines, but research isolating the role of a packaging in consumption satisfaction and enduring consumer-brand relationships is rare. In addition to an undervalued role in product satisfaction, functional isolation between marketing and packaging scientists limits packaging’s overall impact on the bottom line.

This research examines the role of bottle quality in bottled-water consumption satisfaction …

Customer Satisfaction With College Choice: Something To Scream About When Addressing Cognitive Dissonance, Buyer's Remorse, And The Experience Of Regret, Oscar T. Mcknight, Ronald Paugh, Aaron Mcknight, Heidi Parker

Oscar T McKnight Ph.D.

A modified Thematic Apperception Test [TAT] was administered to undergraduate students to assess dissonance, remorse and regret with their college choice. Results indicate a “roller coaster” affect associated with overall customer satisfaction. The SCREAM model is provided to assist marketing and enrollment managers in their retention efforts.