Footprints in the Sands of Time: A Comparative Analysis of the Effectiveness of Customer Satisfaction and Customer–Company Identification over Time

2014 ◽  
Vol 78 (6) ◽  
pp. 78-102 ◽  
Author(s):  
Till Haumann ◽  
Benjamin Quaiser ◽  
Jan Wieseke ◽  
Mario Rese
Keyword(s):  
Comparative Analysis ◽  
Customer Satisfaction ◽  
Company Identification ◽  
Over Time

A longitudinal comparison of customer satisfaction and customer-company identification in a service context

2016 ◽  
Vol 27 (5) ◽  
pp. 730-750 ◽  
Author(s):  
Min-Hsin Huang ◽  
Zhao-Hong Cheng
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Service Firms ◽  
Relationship Dynamics ◽  
Content Type ◽  
Positive Effects ◽  
Complementary Role ◽  
Longitudinal Comparison ◽  
Company Identification ◽  
Over Time

Purpose Customer satisfaction (CS) and customer-company identification (CCI) are two important relational constructs and play a complementary role in the service-profit chain. Drawing from the theory of relationship dynamics, the purpose of this paper is to define CS velocity and CCI velocity as the rate and direction of change in CS and CCI, respectively. A comparison of the relative effects of CCI velocity and CS velocity on customer loyalty is done through a latent growth curve modeling approach. Design/methodology/approach A conceptual model is developed and empirically tested based on four waves of a longitudinal survey of 213 restaurant customers. Findings The results show that both CCI velocity and CS velocity have positive effects on customer loyalty. More importantly, the effects of CCI velocity on customer loyalty over time are stronger than those of CS velocity. The moderation analysis further shows that the higher the frequency of visits to the service firm, the stronger the effects of relationship velocity on customer loyalty. Practical implications The results provide new insights for service marketing managers by suggesting that, to benefit the long-term effectiveness of relationship investments, service firms should shift the priority from increasing CS to engendering CCI. Originality/value This paper contributes to the theory of relationship dynamics by conceptualizing new constructs of CS velocity and CCI velocity and by empirically comparing their relative effects on customer loyalty over time.

Historical Representations and Recent Changes

2018 ◽  
Author(s):  
Jürgen Schaflechner
Keyword(s):  
Comparative Analysis ◽  
South Asia ◽  
Oral Histories ◽  
Detailed History ◽  
Modern Times ◽  
History Of ◽  
Historical Representations ◽  
The Rich ◽  
Many Sources ◽  
Over Time

Chapter 3 introduces the tradition of ritual journeys and sacred geographies in South Asia, then hones in on a detailed history of the grueling and elaborate pilgrimage attached to the shrine of Hinglaj. Before the construction of the Makran Coastal Highway the journey to the Goddess’s remote abode in the desert of Balochistan frequently presented a lethally dangerous undertaking for her devotees, the hardships of which have been described by many sources in Bengali, Gujarati, Hindi, Sindhi, and Urdu. This chapter draws heavily from original sources, including travelogues and novels, which are supplanted with local oral histories in order to weave a historical tapestry that displays the rich array of practices and beliefs surrounding the pilgrimage and how they have changed over time. The comparative analysis demonstrates how certain motifs, such as austerity (Skt. tapasyā), remain important themes within the whole Hinglaj genre even in modern times while others have been lost in the contemporary era.

scholarly journals Representing the victorious past: Chinese revolutionary TV drama between propaganda and marketization

2021 ◽  
pp. 016344372110227
Author(s):  
Yingzi Wang ◽  
Thoralf Klein
Keyword(s):  
Comparative Analysis ◽  
The Other ◽  
Market Reforms ◽  
Fictional Characters ◽  
Production Environment ◽  
Cultural Transformations ◽  
The One ◽  
Political Economic ◽  
Revolutionary History ◽  
Over Time

This paper examines the changes and continuities in TV representations of Chinese Communist Party’s revolutionary history and interprets them within the broader context of China’s political, economic and cultural transformations since the 1990s. Drawing on a comparative analysis of three state-sponsored TV dramas produced between the late 1990s and mid-2010s, it traces how the state-sanctioned revolutionary narratives have changed over time in response to the Party’s propaganda imperatives on the one hand, and to the market-oriented production environment on the other. The paper argues that while recent TV productions in the new century have made increasing concessions to audience taste by adopting visually stimulating depictions and introducing fictional characters as points of identification for the audience, the revolutionary narratives were still aligned with the Party’s propaganda agenda at different times. This shows the ongoing competition between ideological and commercial interests in Chinese TV production during the era of market reforms.

COMPARATIVE ANALYSIS OF CUSTOMER SATISFACTION OF TELECOM SERVICE PROVIDERS IN HARYANA

2021 ◽  
Vol 9 (1) ◽  
pp. 709-719
Author(s):  
RAMESH C. HOODA, DR. VIKAS TYAGI
Keyword(s):  
Comparative Analysis ◽  
Customer Satisfaction ◽  
Mobile Networks ◽  
Research Study ◽  
Service Providers ◽  
Advanced Technology ◽  
Survey Method ◽  
Extensive Literature ◽  
Systematic Analysis ◽  
Telecom Service

Objective of the study is to make a comparative analysis of customer satisfaction of different Telecom Service Providers in Haryana along with identification of factors which influence customer satisfaction. After completing extensive literature review, eight attributes  namely ‘attractive offers’, ‘using advanced technology’, ‘mobile provider being friendly’, ‘reliability’, ‘promptness of response’,  ‘it delivers promises, it makes’, ‘availability’ and ‘network’ are identified influencing customers satisfaction. Survey method was adopted for the study. 250 respondents of different TSP’s covering all Telecom Districts in Haryana. SPSS 21.0 was applied for analysis of the collected data. Statistical tools namely Descriptive Analysis, Frequency Analysis, Cross-Tabs Analysis and One Way ANOVA were used in the research study. After systematic analysis and findings of the study, it is found that highest percentage of respondents are satisfied with the attributes namely ‘attractive offers’, ‘mobile provider being friendly’, ‘availability’ and ‘network’ of Airtel along with ‘reliability’ and ‘it delivers promises, it makes’ of Vodafone-Idea, ‘promptness of response’ of BSNL and ‘using advanced technology’ of Reliance-Jio. It is also revealed from the study that Airtel is required to improve ‘reliability’ and ‘availability’ of its mobile networks. Vodafone-Idea needs to improve upon the attributes ‘attractive offers’, ‘using advanced technology’, ‘mobile provider being friendly’ and ‘network’. BSNL may further improve ‘promptness of response’ and Reliance-Jio needs to show improvement about ‘it delivers promises, it makes’. It is concluded from the research study that services of Airtel are preferred by maximum percentage of respondents.

scholarly journals What Influences Customer Satisfaction When? Product and Service Over Time

2016 ◽  
Vol 8 (3) ◽  
pp. 45 ◽  
Author(s):  
Shueh-Chin Ting
Keyword(s):  
Customer Satisfaction ◽  
Service Performance ◽  
Customer Relationship ◽  
Long Time ◽  
Curvilinear Relationships ◽  
Short Time ◽  
Time Frames ◽  
Post Purchase ◽  
Product Weight ◽  
Over Time

<p>Though researchers have examined the changes in the effects of product and service performance on customer satisfaction, the short time frames of most studies prevents deeper understanding of this relationship. This study collects information from pre-purchase to 15 years post-purchase from 11,056 potential and existing automobile customers in the Taiwan market. The data is analyzed by a regression model. Results reveal that the importance of both product and service performance change over long time and the long-term trends of product and service performance weights are non-linear. In addition, from pre-purchase to the second year post-purchase, service weight is higher than product weight, but after the third year, product weight exceeds service weight. Product and service weight on customer satisfaction over time exhibit curvilinear relationships. Therefore, which one of product or service a company should stress depends on the stage in the customer relationship.</p>

scholarly journals Temporal Dominance of B.1.1.7 over B.1.354 SARS-CoV-2 Variant: A Hypothesis Based on Areas of Variant Co-Circulation

2021 ◽  
Author(s):  
Evangelia Georgia Kostaki ◽  
Ioulia Tseti ◽  
Sotirios Tsiodras ◽  
George N. Pavlakis ◽  
Petros P. Sfikakis ◽  
...  
Keyword(s):  
South Africa ◽  
Monoclonal Antibodies ◽  
Comparative Analysis ◽  
Biological Properties ◽  
Community Transmission ◽  
Temporal Dominance ◽  
Over Time

Some emergent SARS-CoV-2 variants raise concerns due to their altered biological properties. For both B.1.1.7 and B.1351 variants, named as variants of concern (VOC), increased transmissibility was reported, whereas B.1.351 was more resistant to multiple monoclonal antibodies (mAbs), as well as convalescent and vaccination sera. To test this hypothesis, we examined the proportion of VOC over time across different geographic areas where the two VOC, B.1.1.7 and B.1.351, co-circulate. Our comparative analysis was based on the number of SARS-CoV-2 sequences on GISAID database. We report that B.1.1.7 dominates over B.1.351 in geographic areas where both variants co-circulate and the B.1.1.7 was the first variant introduced in the population. The only areas where B.1.351 was detected at higher proportion were South Africa and Mayotte in Africa, where this strain was associated with increased community transmission before the detection of B.1.1.7. The dominance of B.1.1.7 over B.1.351 could be important since B.1.351 was more resistant to certain mAbs, as well as heterologous convalescent and vaccination sera, thus suggesting that it may be transmitted more effectively in people with pre-existing immunity to other VOC. This scenario would lessen the effectiveness of vaccine and urge the need to update them with new strains.

Designing Accounting Information Systems for Primary Cash Receipts and Expenditures in Open ERP-based Retail Units (ODOO)

2021 ◽  
Vol 4 (2) ◽  
pp. 199-208
Author(s):  
Ivana Larasati Putri Navalina ◽  
Ludfi Djajanto ◽  
Ari Kamayanti
Keyword(s):  
Information Technology ◽  
Information Systems ◽  
Customer Satisfaction ◽  
Accounting Information ◽  
Industrial Technology ◽  
Accounting Information Systems ◽  
Business People ◽  
Technology Revolution ◽  
Over Time

Over time, this type of cooperative business slowly begins to lose its existencedue to increasingly fierce business competition. This is because the role ofcooperatives, which is identical to the provision of basic foodstuffs for theneeds of the community, has now been taken over by the existence ofsupermarkets both in cities and in the regions. This is due to the influence ofthe industrial technology revolution 4.0 which requires business people tocontinue to be able to improve services and offer technology-basedconvenience so that it has an impact on customer satisfaction. This literaturereview aims to describe the role of the use of information technology systemsfor accounting for primary cash receipts and disbursements in cooperatives.

Conclusions

2021 ◽  
pp. 137-148
Author(s):  
Nick Williams
Keyword(s):  
Comparative Analysis ◽  
First Generation ◽  
Theoretical Frameworks ◽  
Entrepreneurship Research ◽  
Global Migration ◽  
Post Conflict ◽  
Over Time

Chapter 9 closes the book with a comparative analysis of the key theoretical frameworks employed in the book in order to illuminate the contribution of returnee entrepreneurs to post-conflict economies. As global migration continues to grow, the role of returnees are becoming an ever more important aspect of entrepreneurship research. The chapter articulates the specific components of isolation and assimilation, detailing that while individuals are returning to complex homelands, their contribution is not currently being maximised. They are not assimilated within the economy, often avoiding policy actions designed to engage with them. This will have a lasting impact on the potential of returnees to contribute to their homeland, especially given that the emotional ties of the first generation are stronger than subsequent generations and thus interest in homeland return may diminish over time.

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