Measuring Customer Retention in the B2C Electronic Business: An Empirical Study

2013 ◽  
Author(s):  
Eugenia Y. Huang ◽  
Chia-jung Tsui ◽  
Wellington K. Kuan ◽  
Hung-Shin Chen ◽  
Ming-chin Hung
Keyword(s):  
Empirical Study ◽  
Customer Retention ◽  
Electronic Business

Customer Retention Management in the B2C Electronic Business

2003 ◽  
Vol 36 (6) ◽  
pp. 517-532 ◽  
Author(s):  
Bernd W. Wirtz ◽  
Nikolai Lihotzky
Keyword(s):  
Customer Retention ◽  
Electronic Business ◽  
Retention Management

scholarly journals Incorporating customer service expectations in the restaurant industry: The guide to survival

2010 ◽  
Vol 8 (1) ◽  
pp. 485-493
Author(s):  
Michael Colin Cant ◽  
Cindy Erdis
Keyword(s):  
Customer Satisfaction ◽  
Empirical Study ◽  
Competitive Advantage ◽  
Customer Service ◽  
Exploratory Study ◽  
Customer Retention ◽  
Restaurant Industry ◽  
Research Results ◽  
Customer Expectations ◽  
Service Expectations

With the remarkable growth and economic contributions of the services industry, companies are finding that they need to focus on service to keep up with rising customer expectations and to compete effectively. Thus excellent customer service in a restaurant has the potential of differentiating the restaurant from competing ones and could lead to creating a competitive advantage. Thus, if a restaurant becomes well known for its superior customer service, this can be used as a way of outmanoeuvring competing restaurants. This article examines customer service in selected restaurants in the Tshwane area. It is aimed at establishing criteria for excellent customer service in restaurants, which can serve as the basis for building good relationships with customers. An empirical study was conducted to namely to investigate customer service in selected restaurants in the Tshwane Area, with the aim to establish criteria for excellent customer service as a benchmark for establishing relationships with customers, by means of an exploratory study. A self-administered survey was conducted whereby questionnaires were handed to restaurant patrons with the restaurant bill folder. Based on the research results, criteria were developed for excellent customer service which can be used as a benchmark for establishing relationships with customers, by providing customer satisfaction, which leads to customer retention, loyalty and ultimately profitability for an organisation.

Zur Relevanz des After-Sales in klein- und mittelständischen Medizintechnik-Unternehmen

2020 ◽  
Vol 68 (1) ◽  
pp. 3-30
Author(s):  
Alexander Knapp
Keyword(s):  
Empirical Study ◽  
Empirical Data ◽  
Medical Technology ◽  
Customer Retention ◽  
Economic Research ◽  
Multivariate Methods ◽  
High Importance ◽  
Technology Industry ◽  
Practical Implications

Zusammenfassung After-Sales-Services werden in der wirtschaftswissenschaftlichen Forschung intensiv reflektiert. Diese Services können der Kundenbindung dienen und offenbar substanzielle, über den Produktkauf hinausreichende Umsatz- und Rentabilitäts-Potenziale für Unternehmen bieten. Vorliegend wurden die Umsetzung und potenzielle Erfolgswirksamkeit des After-Sales im Bereich Medizintechnik empirisch untersucht. Die Untersuchungsgruppe bestand aus 327 deutschen Medizintechnik-Unternehmen, die einen eigenständig entwickelten Fragebogen zu Aspekten des After-Sales bearbeitet hatten. Es zeigte sich, dass After-Sales-Services bei diesen Unternehmen reges Interesse finden und die attribuierte wirtschaftliche Relevanz von After-Sales-Maßnahmen hoch ist. Ermittelt wurden zudem prinzipiell positive Beziehungen zwischen der strategisch-operativen Wertschätzung von After-Sales-Services und der Gewinndynamik der Medizintechnik-Unternehmen. Die letztgenannten Ergebnisse, die sich auch multivariat absichern ließen, weisen sowohl praktische als auch theoretische Implikationen auf. Abstract After-sales services have been investigated thoroughly in economic research. These services can play an important role for customer retention. Beyond the purchase, after-sales-services may have a substantial potential for further revenues and the company profitability. In the present empirical study, forms, effectiveness and potentials for success of after-sales services in the medical technology industry (medtech) were analyzed. The sample included 327 small and medium-sized medtech companies in Germany. These companies were required to complete an independently developed questionnaire with a focus on different after-sales aspects. As to the empirical data, the responding companies regarded after-sales services as being of high importance. The attributed strategic relevance of the services proved to be strong. Furthermore, positive relations between the companies’ appreciation of after-sales services and the profit dynamism of the companies were found. The latter results, which could be validated by multivariate methods, have both theoretical and practical implications.

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