The impact of airline cabin crews’ communication style on rapport, customer satisfaction, and long-term trade orientation

2020 ◽  
Vol 8 (1) ◽  
pp. 207-225
Author(s):  
Ji-In Yang ◽  
◽  
So-Ra Min
Keyword(s):  
Customer Satisfaction ◽  
Communication Style ◽  
The Impact

scholarly journals IMPACT OF SERVICE QUALITY, TRUST, AND CUSTOMER SATISFACTION ON CUSTOMER LOYALTY IN PT MEGA MANUNGGAL PROPERTY TBK

2019 ◽  
Vol 6 (1) ◽  
pp. 33-42
Author(s):  
Maria Anna Stefanie ◽  
Badikenita Sitepu
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Primary Data ◽  
Distribution Method ◽  
Good Reputation ◽  
Customer Trust ◽  
The Impact

In order to compete, survive, and grow the company is required to provide a good quality services to meet the needs and desires of its customers. Companies must be able to maintain a good reputation in the eyes of its customers. A good quality services will tend to give more satisfaction to the customers who use the services of the company. With emphasis on good service it will build a long-term profitable relationships with customers while also achieving customer loyalty. Therefore, this study is aiming to determine the importance of the impact of service quality, trust and customer satisfaction at PT Mega Manunggal Tbk Property in an effort to improve customer loyalty which will affect the company's survival. A questionnaire distribution method chosen in this study is to collect primary data. Completed questionnaires designed and distributed or disseminated to all customers. SPSS for windows has been used to process the primary data.Thefindings showed that there is a significant relationship between service quality and customer loyalty, meaning that if the quality of service increases, customer loyalty will also increase.There is a significant influence between customer trust and customerloyalty,meaning that if the customer trust increases, customer loyalty will also increase.

The Impact of Artificial Intelligence and Virtual Personal Assistants on Marketing

2018 ◽  
pp. 5748-5756 ◽  
Author(s):  
Christina L. McDowell Marinchak ◽  
Edward Forrest ◽  
Bogdan Hoanca
Keyword(s):  
Artificial Intelligence ◽  
Customer Satisfaction ◽  
Security Requirements ◽  
Marketing Effort ◽  
Ethical Implications ◽  
Personal Assistants ◽  
Customer Trust ◽  
The Impact

This entry will review the state of the art in AI, with a particular focus on applications in marketing. Based on the current capabilities of AI in marketing, the author's explore the new rules of engagement. Rather than simply targeting consumers, the marketing effort will also be directed at the algorithms controlling the consumers' virtual personal assistants (VPAs). Rather than exploiting human desires and weakness, marketing will need to focus on meeting the user's actual needs. The level of customer satisfaction will be even more critical as marketing will need to focus on establishing and maintaining a reputation in competition with those of similar offerings in the marketplace. This entry concludes with thoughts on the long-term implications, exploring the role of customer trust in the adoption of AI agents, the security requirements for agents and the ethical implications of access to such agents.

scholarly journals The Impact of Renovation Capital Expenditure on Hotel Property Performance

2018 ◽  
Vol 60 (1) ◽  
pp. 25-39 ◽  
Author(s):  
Michael J. Turner ◽  
James W. Hesford
Keyword(s):  
Customer Satisfaction ◽  
Capital Expenditure ◽  
Significant Decline ◽  
Capital Expenditures ◽  
Short Term ◽  
Beneficial Impact ◽  
Long Term Impact ◽  
The Impact ◽  
Property Performance

This study investigates the impact of renovation capital expenditure on multiple measures of hotel property performance. We conduct analyses in two time periods: for a 3-year period immediately following renovation (short-term impact), and 3 to 6 years following renovation (long-term impact). The study is based on proprietary project, operational and financial data obtained for 305 renovation capital expenditure projects of individual properties within a single budget hospitality chain. We find renovation capital expenditures offer significant short-term beneficial impact in terms of increased revenue, profitability gains, higher customer satisfaction, and decreased repair and maintenance expense. Altogether, these outcomes should be advantageous to hotel property performance. In the long-term, a significant decline is apparent in revenue and profitability. Surprisingly, customer satisfaction does not decline, and repair and maintenance expense does not increase, which are both favorable.

scholarly journals Does Customer Satisfaction lead to an increased firm value?

2009 ◽  
Vol 1 (2) ◽  
pp. 8-15 ◽  
Author(s):  
Aksoy Lerzan ◽  
Bruce Cooil ◽  
Christopher Groening ◽  
Timothy L. Keiningham ◽  
Atakan Yalcin
Keyword(s):  
Customer Satisfaction ◽  
Firm Value ◽  
Cash Flows ◽  
Financial Measures ◽  
Satisfaction Index ◽  
Financial Valuation ◽  
American Customer Satisfaction Index ◽  
The Impact ◽  
Future Cash Flows

Abstract Does customer satisfaction really lead to increased firm value? Traditionally, most financial valuation models do not include customer-related metrics such as customer satisfaction in the process. Studies in marketing, on the other hand, have consistently found that customer satisfaction improves the ability to predict future cash flows, long-term financial measures, stock performance, and shareholder value. This research examines the impact that customer satisfaction has on firm value by employing valuation models borrowed directly from the practice of finance. The data used in the analysis is compiled by merging publicly available customer satisfaction data from the ACSI (American Customer Satisfaction Index) with financial data from COMPUSTAT, and Center for Research in Securities Prices between 1996 and 2006. The results indicate that a portfolio of stocks consisting of firms with high levels and positive changes in customer satisfaction will outperform lower satisfaction portfolios along with Standard & Poor’s 500… Customer satisfaction does matter!

scholarly journals Impact of quality on improvement of business performance and customer satisfaction

2021 ◽  
Vol 11 (1) ◽  
pp. 20-28
Author(s):  
Milena Cvjetković ◽  
Marko Vasiljević ◽  
Milovan Cvjetković ◽  
Milica Josimović
Keyword(s):  
Customer Satisfaction ◽  
Growth And Development ◽  
Business Performance ◽  
Consumer Confidence ◽  
Efficient Manner ◽  
Mutual Relations ◽  
High Level ◽  
The Impact

In an immense market struggle, the only effective way to build a long-term competitive advantage is to provide a high level of quality. Offering quality to the market, the organization creates loyal consumers on the basis of which it achieves its profitability, growth and development. The research presented in this paper is aimed at determination of the impact of quality on improving business performance and customer satisfaction. Correlation analysis confirmed this influence on the basis of obtained statistically significant mutual relations between the analyzed variables. Quality was shown to have an impact on improving the business performance of the organization, primarily on profitability through the improvement of leadership and relationship management. The impact of quality on customer satisfaction was also confirmed, where the engagement of people and the management of mutual relations had the greatest impact on consumer confidence. The research confirmed that the training of employees in terms of quality had a statistically significant impact on improving customer satisfaction, if it is conducted in an efficient manner.

scholarly journals The Impact of a Time Gap on the Process of Building a Sustainable Relationship between Employee and Customer Satisfaction

2020 ◽  
Vol 12 (18) ◽  
pp. 7446
Author(s):  
Lukasz Skowron ◽  
Marcin Gąsior ◽  
Monika Sak-Skowron
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Strong Relationship ◽  
Management Policy ◽  
Time Shift ◽  
Time Gap ◽  
One Year ◽  
The Impact ◽  
The Relationship

The aim of this paper is to describe the relationships between changes in employee indices (motivation and satisfaction) and customer indices (satisfaction and loyalty) in a single- and multi-term perspective. The article presents the results of primary research conducted in two industries (banking services and shopping centers) during three annual reference periods. The authors used the PLS-SEM method in the analytical process. The results of the research suggest that there is a strong relationship between changes in the areas of employee and customer satisfaction in the studied sectors, with a one-year time shift, which the authors called the “time gap”. In addition, it turned out that the strength of influence of the employee’s motivation level on customers is clearly lower than the strength of influence of the employee satisfaction. The occurrence of a “time gap” between employee and customer processes suggests that any changes introduced in the area of customer service as well as broadly understood human resource management policy need some time to become sustainable—to be noticed by the market and coded in the minds of the recipients of the offer as the new and currently applicable standard. The article makes a successful attempt at a long-term analysis of the relationship between employees and customers, assuming a time delay between both phenomena. As a result of the conducted research, it was possible to operationalize the discussed relationship in terms of strength and direction as well as the time shift.

The Impact of Artificial Intelligence and Virtual Personal Assistants on Marketing

2019 ◽  
pp. 610-619
Author(s):  
Christina L. McDowell Marinchak ◽  
Edward Forrest ◽  
Bogdan Hoanca
Keyword(s):  
Artificial Intelligence ◽  
Customer Satisfaction ◽  
Security Requirements ◽  
Marketing Effort ◽  
Ethical Implications ◽  
Personal Assistants ◽  
Customer Trust ◽  
The Impact

This chapter will review the state of the art in AI, with a particular focus on applications in marketing. Based on the current capabilities of AI in marketing, the authors explore the new rules of engagement. Rather than simply targeting consumers, the marketing effort will also be directed at the algorithms controlling the consumers' virtual personal assistants (VPAs). Rather than exploiting human desires and weaknesses, marketing will need to focus on meeting the user's actual needs. The level of customer satisfaction will be even more critical as marketing will need to focus on establishing and maintaining a reputation in competition with those of similar offerings in the marketplace. This chapter concludes with thoughts on the long-term implications, exploring the role of customer trust in the adoption of AI agents, the security requirements for agents, and the ethical implications of access to such agents.

Suppressed, but Not Forgotten

2011 ◽  
Vol 70 (1) ◽  
pp. 5-11 ◽  
Author(s):  
Beat Meier ◽  
Anja König ◽  
Samuel Parak ◽  
Katharina Henke
Keyword(s):  
Memory Trace ◽  
Thought Suppression ◽  
Test Phase ◽  
Indirect Test ◽  
Final Test ◽  
Test Experiment ◽  
And Control ◽  
Cue Words ◽  
The Impact

This study investigates the impact of thought suppression over a 1-week interval. In two experiments with 80 university students each, we used the think/no-think paradigm in which participants initially learn a list of word pairs (cue-target associations). Then they were presented with some of the cue words again and should either respond with the target word or avoid thinking about it. In the final test phase, their memory for the initially learned cue-target pairs was tested. In Experiment 1, type of memory test was manipulated (i.e., direct vs. indirect). In Experiment 2, type of no-think instructions was manipulated (i.e., suppress vs. substitute). Overall, our results showed poorer memory for no-think and control items compared to think items across all experiments and conditions. Critically, however, more no-think than control items were remembered after the 1-week interval in the direct, but not in the indirect test (Experiment 1) and with thought suppression, but not thought substitution instructions (Experiment 2). We suggest that during thought suppression a brief reactivation of the learned association may lead to reconsolidation of the memory trace and hence to better retrieval of suppressed than control items in the long term.

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