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Full-Text Articles in Transportation and Mobility Management
Applying The Synergy Of Experience Accounting And Service Dominant Logic To Rank Customer Experiences In The Mainstream Cruising, Ganna Demydyuk, Mats Carlbäck
Applying The Synergy Of Experience Accounting And Service Dominant Logic To Rank Customer Experiences In The Mainstream Cruising, Ganna Demydyuk, Mats Carlbäck
Journal of Global Hospitality and Tourism
This study analyzes how service-related experiences influence customer satisfaction and perceived value for money in the cruise industry. By integrating Service-Dominant Logic (S-D-L) and Experience Accounting (EA), it aims to support the development of customer-centric performance systems for managerial decision making in the all-inclusive hospitality sector. This is the first empirical study to merge data from three perspectives in service-for-service exchanges: customer review ratings from online platforms, ship-level operational characteristics, and financial metrics from corporate reports. This integrated approach allows for a holistic evaluation of the service ecosystem and cocreation of value onboard cruise ships. A quantitative analysis was conducted …
Customer Satisfaction Index Of Singapore 2021: Q2 Results, Institute Of Service Excellence, Smu
Customer Satisfaction Index Of Singapore 2021: Q2 Results, Institute Of Service Excellence, Smu
Research Collection Institute of Service Excellence (2007-2024)
The Customer Satisfaction Index of Singapore (CSISG) computes customer satisfaction scores at the national, sector, sub-sector, and company levels. The CSISG serves as a quantitative benchmark of the quality of goods and services produced by the Singapore economy over time. 2021 marks the 15th year of measurement for the CSISG national study.
Customer Satisfaction Index Of Singapore 2020: Q2 Results, Institute Of Service Excellence, Smu
Customer Satisfaction Index Of Singapore 2020: Q2 Results, Institute Of Service Excellence, Smu
Research Collection Institute of Service Excellence (2007-2024)
The Customer Satisfaction Index of Singapore (CSISG) computes customer satisfaction scores at the national, sector, sub-sector, and company levels. The CSISG serves as a quantitative benchmark of the quality of goods and services produced by the Singapore economy over time and across countries. This is the CSISG’s 14th year of measurement.