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Articles 1 - 27 of 27
Full-Text Articles in Business
Negative Forces In Consumption: Their Unpleasant But Undeniable Influence On Consumers, Yumei Mu
Negative Forces In Consumption: Their Unpleasant But Undeniable Influence On Consumers, Yumei Mu
Graduate Theses, Dissertations, and Problem Reports
An unfortunate reality of consumer behavior is that it has a negative side: Consumers can experience negative emotions (Harrison-Walker, 2019); firm-consumer relationships can grow sour (Do, 2019); and so on. Already quite prevalent, negative forces in consumption have only increased lately because of the COVID-19 pandemic (Gaydos, 2020). Given the pervasiveness of negative forces in consumer behavior, it is very important for consumer psychologists to study them. To that end, the three essays in this dissertation explore wide-ranging facets of negative forces in consumer behavior and, collectively, greatly augment the field’s understanding of the behaviors, processes, and outcomes comprising the …
The Relationship Between Brand Equity, Customer Satisfaction, And Brand Loyalty On Coffee Shop: Study Of Excelso And Starbucks, Aries Susanty, Eirene Kenny
The Relationship Between Brand Equity, Customer Satisfaction, And Brand Loyalty On Coffee Shop: Study Of Excelso And Starbucks, Aries Susanty, Eirene Kenny
ASEAN Marketing Journal
This study investigates the effect of the Brand Equity on the Customer Satisfaction and the Brand Loyalty of Starbucks and Excelso coffee shops’ customers. Starbucks is the strongest competitor of Excelso. Data used in this study was primary data which were collected through closed questionnaires with 1-5 Likert scale. A sample of this study was 270 respondents, 135 respondents for each brand. The study used Structural Equation Modelling (SEM) operated by LISREL program to analyze the hypothesis. The results of this study showed that The Physical Quality, the Ideal Self-Congruence, and the Lifestyle Congruence have a positive and significant impact …
An Examination Of Factors Influencing Repurchase Intention Towards A Fashion Brand In Thailand, Howard W. Combs
An Examination Of Factors Influencing Repurchase Intention Towards A Fashion Brand In Thailand, Howard W. Combs
Atlantic Marketing Association Proceedings
No abstract provided.
Narrowing The Cognitive Distance Between Engineers And Customers: A Novel Approach, Based On Fuzzy Cognitive Mapping, Byung Sung Yoon
Narrowing The Cognitive Distance Between Engineers And Customers: A Novel Approach, Based On Fuzzy Cognitive Mapping, Byung Sung Yoon
Dissertations and Theses
During concept development, product developers consider product users and their future experience, cost, development and manufacturing efficiency, product function/quality, and differentiation of the product in the market. Development teams often struggle to adequately address all of these considerations, due to the following reasons: (1) Differences in technological and experiential knowledge, methods used, and communication styles that make it difficult for customers/user, marketing, and engineering to communicate effectively. As a result, important factors may not be sufficiently considered. (2) Product design factors, including technological alternatives, functions, features, benefits, and customer value are interdependent: in some cases, customers are willing to sacrifice …
Comparative Content Analysis Of Professional, Semi-Professional, And User-Generated Restaurant Reviews, Anish Parikh, Carl Behnke, Barbera Almanza, Doug Nelson, Mihaela Vorvoreanu
Comparative Content Analysis Of Professional, Semi-Professional, And User-Generated Restaurant Reviews, Anish Parikh, Carl Behnke, Barbera Almanza, Doug Nelson, Mihaela Vorvoreanu
Department of Hospitality and Tourism Faculty Scholarship and Creative Works
This study examines the content of professional, semi-professional, and user-generated reviews. By comparing these three review types, this study was able to identify characteristics and factors unique to each type of review. Although, the amount of discourse in a particular factor varied, food is clearly the most important review factor regardless of review type. Semi-professional reviews emphasize atmosphere and décor more than both newspaper and user-generated reviews, while price factors were more prevalent in semi-professional reviews and user-generated reviews than in newspaper reviews. Understanding the varied structures of review types provides guidance for both restaurateurs and review users.
Mastering Customer Loyalty, Kathleen M. Hurley
Mastering Customer Loyalty, Kathleen M. Hurley
Honors Theses
Customer loyalty can be described as “the result of consistently positive emotional experience, physical attribute-based satisfaction and perceived value of an experience, which includes the product or services” (Shaw & Hamilton 2015). Since 1896, loyalty programs have developed from a simple stamp redemption system to an intricate in-store and digital model. This system has become so successful because it properly engages the customer, both inside and outside the store, to build a mutually beneficial relationship between the business and the customer. Understanding customer loyalty is essential in creating a program that will provide the customer with incentives to reward their …
The Impacts Of A Smoking Ban On Gaming Volume And Customers' Satisfaction In The Casino Industry In South Korea, Sojeong Lee
The Impacts Of A Smoking Ban On Gaming Volume And Customers' Satisfaction In The Casino Industry In South Korea, Sojeong Lee
UNLV Theses, Dissertations, Professional Papers, and Capstones
A growing number of countries have legislated smoke-free policies in enclosed public areas and have extended the policies to hospitality facilities. However, some states and countries exempt gaming areas from the smoking law fully or partially. Anti-smoking policy is controversial for a number of reasons, such as smokers’ strong opposition, government ordinance, public health, and economic anxiety. Casino management may worry that a smoking ban policy will result in a significant decline of casino revenue because the break for smoking may interfere with continuing play.
This thesis examined a smoking ban impacts on gaming volume and customers’ satisfaction in the …
The Diffusion Of Internet Interactivity On Retail Web Sites: A Customer Relationship Model, Noor Raihan Ab Hamid, Micheal G. Mcgrath
The Diffusion Of Internet Interactivity On Retail Web Sites: A Customer Relationship Model, Noor Raihan Ab Hamid, Micheal G. Mcgrath
Communications of the IIMA
The use of internet as an interactive marketing media has captured much attention from managers in their quest for a better relationship with online customers. The belief that serving existing customers are more profitable than acquiring new ones, entailing relationship building effort no longer a choice, but a necessity. This study attempted to uncover the measures of E-CRMprogram and determining the extent to which these features influence consumer satisfaction and loyalty. The findings revealed that firms should focus on ten relationship marketing measures in order to build enduring consumer relationships. Further, this study provides evidence that the implementation of E-CRM …
Mapping The Online Gambling E-Servicescape: Impact Of Virtual Atmospherics On The Gambler's Experience, Brett Lillian Levine Abarbanel
Mapping The Online Gambling E-Servicescape: Impact Of Virtual Atmospherics On The Gambler's Experience, Brett Lillian Levine Abarbanel
UNLV Theses, Dissertations, Professional Papers, and Capstones
A structural model is proposed and empirically examined that investigates the influence of an online casino's atmospheric cues on consumer behavioral response. A stimulus-organism-response (S-O-R) model, often used to frame other servicescape research, is adapted as the basis of the theory that the online casino environment will influence the organismic effects of cognitive and affective states, which in turn influence gamblers' approach or avoidance behavioral intentions. Analyzed elements of the online gambling site stimulus include high and low task-relevant cues, financial trust, and gambling value. Personal and situational factors and demographic characteristics were found to moderate the relationship between atmospheric …
The Impact Of Airport Service Quality Dimension On Overall Airport Experience And Impression, Redha Widarsyah
The Impact Of Airport Service Quality Dimension On Overall Airport Experience And Impression, Redha Widarsyah
UNLV Theses, Dissertations, Professional Papers, and Capstones
This research examines the relationship between seven airport service dimensions (Access, Services and Facilities, Dining, Shopping, Service Personnel and Security, Environment, and Immigration and Customs) and overall passenger perceptions of service quality. The study used convenience sampling collecting data from a total of 304 travelers who were passengers at four major international airports in the West Coast region of United States - Las Vegas McCarran International, Los Angeles International, San Francisco International, and Seattle-Tacoma International. The data was collected online through Qualtrics with a self-administered questionnaire and it was analyzed using multiple linear regression.
Airport access, environment, dining, and immigration …
A Neuromarketing Study Of Consumer Satisfaction, Armando F. Rocha, Fábio T. Rocha, Lucia H. Arruda
A Neuromarketing Study Of Consumer Satisfaction, Armando F. Rocha, Fábio T. Rocha, Lucia H. Arruda
Armando F Rocha
The interest of marketing science in using neuroscience techniques to understand the consumer’s thought processes, dates back to the 1970s, when EEG data were recorded while subjects were watching TV commercials. Recently, fMRI was used to study the neural correlates of culturally based brands and neural predictors of purchases. These studies have discovered important properties of the neural circuits that are associated with consumer decision-making process and satisfaction. Here, EEG brain mapping was used to study the dynamics of the brain activity associated with these processes. The present study validated the EEG technology as an adequate neuromarketing tool and shows …
Cultural Impact On Customer Satisfaction And Service Quality Evaluation In Hotels, Yeji Seo
Cultural Impact On Customer Satisfaction And Service Quality Evaluation In Hotels, Yeji Seo
UNLV Theses, Dissertations, Professional Papers, and Capstones
Purpose: The purpose of this paper is to identify how the cultural differences impact customer satisfaction and service quality evaluation in U.S. hotels.
Statement of Objective: The objective of this paper is threefold. The first objective is to define customer satisfaction and what customer satisfaction means to people from different cultural backgrounds. The second objective is to evaluate past research on satisfaction and to develop a taxonomy based on the existing literature to introduce how to measure customers’ satisfaction effectively in accordance with each culture. The third objective is to recommend what should be done by the hotel professionals in …
What Is Mission Critical In The Hotel Guest Room: Examining In-Room Guest Empowerment Technologies, Pelin Nasoz
What Is Mission Critical In The Hotel Guest Room: Examining In-Room Guest Empowerment Technologies, Pelin Nasoz
UNLV Theses, Dissertations, Professional Papers, and Capstones
This study examined 18 in-room technologies and identified the ones perceived to be mission critical for the hotel guests. It also determined the differences in guest empowerment technology preferences and expectations across generations, purpose of travel, and travel frequency. Moreover, it investigated whether the quality of in-room technologies impacts guests' decision in choosing a hotel.
The data were collected through an online survey. A total of 508 people responded to the survey. An importance and performance analysis was utilized to identify the mission critical in-room technologies for the hotels. The analysis indicated that in-room movie on demand services, in-room wireless …
Hotel Guests’ Perceptions Of Sustainable Hotel Practices In A Mexican Destination, Orie Berezan, Michelle Millar, Carola Raab
Hotel Guests’ Perceptions Of Sustainable Hotel Practices In A Mexican Destination, Orie Berezan, Michelle Millar, Carola Raab
Caesars Hospitality Research Summit
Hotel selection and attributes that are important to travelers has been extensively researched using a variety of methods (Dolnicar, 2002). Dolnicar & Otter (2003) confirmed, after reviewing 21studies related to hotel attributes, cleanliness as the top priority, followed by hotel location. In total, 173 attributes were identified that were related to image, price/value, the hotel itself, and service (Lockyer, 2005). None of those attributes, however, were related to environmental attributes of a hotel. For more than a decade, the hospitality industry has been under pressure by government legislation and regulations to implement environmental strategies and thereby reduce their carbon footprint …
How Color Affects Food Choices, Costa Magoulas
How Color Affects Food Choices, Costa Magoulas
UNLV Theses, Dissertations, Professional Papers, and Capstones
Color has a very strong influence in the hospitality industry. How much thought has been given to food choices because of color, and how influential is that on customers’ satisfaction of a food product? Staff that prepares food must understand how color and taste work together through presentation and eye appeal to create the WOW factor since customers eat with their eyes first. People associate different foods with different colors. When this perception changes it often has a detrimental effect on the customer’s perception of how that food should taste. Scientific information was gathered on the history of food, the …
Trust And Satisfaction, Two Stepping Stones For Successful E-Commerce Relationships: A Longitudinal Exploration, Dan J. Kim, Donald L. Ferrin, H. Raghav Rao
Trust And Satisfaction, Two Stepping Stones For Successful E-Commerce Relationships: A Longitudinal Exploration, Dan J. Kim, Donald L. Ferrin, H. Raghav Rao
Research Collection Lee Kong Chian School Of Business
Trust and satisfaction are essential ingredients for successful business relationships in business-to-consumer electronic commerce. Yet there is little research on trust and satisfaction in e-commerce that takes a longitudinal approach. Drawing on three primary bodies of literature, the theory of reasoned action, the extended valence framework, and expectation-confirmation theory, this study synthesizes a model of consumer trust and satisfaction in the context of e-commerce. The model considers not only how consumers formulate their prepurchase decisions, but also how they form their long-term relationships with the same website vendor by comparing their prepurchase expectations to their actual purchase outcome. The results …
Attitude And Satisfaction With Internet Banking Of Bank Of Ayudhya Public Company Limited, Thailand, Siriwan Baosuwan
Attitude And Satisfaction With Internet Banking Of Bank Of Ayudhya Public Company Limited, Thailand, Siriwan Baosuwan
Theses Digitization Project
The purpose of this study is to gather information for the management of the Bank of Ayudhya to improve its internet banking service. It explored customer satisfaction, customer attitudes, and the correlation between the frequency of Internet banking usage and customer demographic data.
Customer-Focused Business Practice Adoption: A Comparison Of Private And Public Sector Implementations, James P. Swisher
Customer-Focused Business Practice Adoption: A Comparison Of Private And Public Sector Implementations, James P. Swisher
Theses and Dissertations
This thesis evaluates a variety of documented cases of customer-focused business practice initiatives to discern common principles of implementation within the private and public sectors. The business practices Quality, Activity-Based Costing (ABC), Customer Profitability Analysis (CPA), and Customer Relationship Management (CRM) were found to be the major techniques utilized over the past three decades. Cases were collected which documented implementation of these customer-focused business practices in the private and public sectors. Using grounded theory methodology, the implementations were analyzed for emerging concepts. The concepts uncovered in this study were further analyzed through a comparison of private and public sector implementations. …
The Study Of Customer Share Marketing, Wathanee Sethapan
The Study Of Customer Share Marketing, Wathanee Sethapan
Theses Digitization Project
This project will describe the nature of customer share marketing, its advantages and disadvantages. The project discusses how the marketing theme is graduating customers from market share marketing to customer share marketing and the use of customer share marketing to retain and grow existing customers.
Customer Relationship Management: A Financial Perspective, Dwain Eldred Lowther
Customer Relationship Management: A Financial Perspective, Dwain Eldred Lowther
Theses Digitization Project
This paper focuses on methods for financial institutions to perform precise customer level analysis to anticipate customers' evolving financial needs and maximize the lifetime value of each customer relationship. The paper proposes software packages that analyze customer relationship management from a financial perspective.
An Investigation Of Consumer Online Trust And Purchase-Repurchase Intentions, Dan J. Kim, Donald Ferrin, Raghav Rao
An Investigation Of Consumer Online Trust And Purchase-Repurchase Intentions, Dan J. Kim, Donald Ferrin, Raghav Rao
Research Collection Lee Kong Chian School Of Business
There is little research on trust and satisfaction in the electronic commerce from a longitudinal (pre- and postpurchase) perspective. Based on previous frameworks and theories, this study developed a combined model of consumer trust and satisfaction in the context of Internet shopping. From the valance framework and expectation-confirmation theory, several prepurchase and post-purchase factors such as risk, benefit, consumer trust, expectation, confirmation, and satisfaction are investigated as research variables affecting consumer repurchase intention.
The results of the study show that trust is the strongest predictor of the consumer’s purchase intention. In addition, as in traditional consumer satisfaction studies, it holds …
Customer Satisfaction In Communicating With Reservation Staffs Of Thai Airways International, Alina Homsangpradit
Customer Satisfaction In Communicating With Reservation Staffs Of Thai Airways International, Alina Homsangpradit
Theses Digitization Project
The purpose of this research study is to investigate the correlation between the level of customer satisfaction and demographic data. The correlation between the level of customer satisfaction towards THAI'S reservation staff and customer's attitude, and the communication behavior of THAI's reservation staff.
Strategic Marketing Plan For Norton Community Credit Union, Valerie Sue Spiro
Strategic Marketing Plan For Norton Community Credit Union, Valerie Sue Spiro
Theses Digitization Project
The purpose of this project is to develop a comprehensive, strategic marketing plan for Norton Community Credit Union.
Quality Management, Derbas Jarrah Alomar
Quality Management, Derbas Jarrah Alomar
Theses Digitization Project
The objective is to provide a better understanding of quality management, how it is used, and the contributions that it can make to an organization's profitability.
Using Customer Satisfaction For Measuring The Effectiveness Of Integrated Product Teams, Charles H. Embs, James N. Anderson
Using Customer Satisfaction For Measuring The Effectiveness Of Integrated Product Teams, Charles H. Embs, James N. Anderson
Theses and Dissertations
In attempting to develop a performance measurement system for assessing the effectiveness of integrated Product Teams (iPTs), this research focused on the identification of those characteristics that were most important to the customers of Hyrs. Customer satisfaction was selected as the focal point because it is the foundation of the Integrated Weapon System Management (IWSM) philosophy which fostered the IPT approach to conducting business. The customer satisfaction data was gathered from the Quality Air Force self-assessments conducted by the B-1, B-2, F-15, F-16, F-22, and C-17 System Program Offices, as well as interviews conducted by Brigadier General Kenne with several …
Measuring Customer Satisfaction: Practices Of Leading Military And Commercial Service Organizations, Daniel M. Hodgkiss, Manuel F. Casipit
Measuring Customer Satisfaction: Practices Of Leading Military And Commercial Service Organizations, Daniel M. Hodgkiss, Manuel F. Casipit
Theses and Dissertations
This research effort studied the customer satisfaction programs of six quality award winning service organizations in the military and commercial sectors. The purpose of the study was to assess the applicability of a general set of guidelines on measuring customer satisfaction for service organizations. This study discusses customer satisfaction, the importance of measuring customer satisfaction, guidelines regarding customer satisfaction, and the common practices of award winning service organizations. This study found that the common practices among service organizations provide support for the establishment of a general set of guidelines for measuring customer satisfaction. Universally applicable guidelines are listed and situationally …
Measuring User Satisfaction Of The Electronic Mail System At Air Force Materiel Command Headquarters As An Indicator Of The System's Effectiveness, Randall R. Bradford
Measuring User Satisfaction Of The Electronic Mail System At Air Force Materiel Command Headquarters As An Indicator Of The System's Effectiveness, Randall R. Bradford
Theses and Dissertations
The purpose of this study was to evaluate the effectiveness of the electronic mail system at the Air Force Materiel Command Headquarters. User satisfaction was measured as an indicator of the systems effectiveness. In order to provide an objective measurement of system effectiveness, the following research questions were addressed: (1) What is system effectiveness in relation to this particular electronic mail system, and how should it be measured? (2) What measurement instruments can be adapted, modified, or created to measure effectiveness as it is defined for problem? (3) If a measurement instrument is administered what do the results of the …