What Influences Customer Satisfaction When? Product and Service 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>

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Validation of a Bitumen Oxidation Rate Model

Transportation Research Record Journal of the Transportation Research Board ◽

10.3141/2632-12 ◽

2017 ◽

Vol 2632 (1) ◽

pp. 110-118 ◽

Cited By ~ 2

Author(s):

Philip Herrington ◽

Bryony James ◽

Theuns F. P. Henning

Keyword(s):

Product Formation ◽

Practical Significance ◽

Hydroxyl Group ◽

Slow Reaction ◽

Chip Seal ◽

Asphalt Mix ◽

Long Time ◽

Short Time ◽

Time Frames ◽

Over Time

This paper reports on experiments aimed at validating a model for predicting the rate of oxidation of bitumen, in asphalt mix and chip seal road surfacings, over time periods of practical significance. Experiments were conducted in which bitumen films of varying thickness were oxidized in the field for 20 years and in the laboratory for up to 5.5 years. Bitumen oxidation in the laboratory was carried out at 50°C in air at atmospheric pressure and resulted in an extent of oxidation approximately equivalent to 11.5 years in the field. Oxidation of bitumen in the films was followed for changes in carbonyl, sulfoxide, and hydroxyl group concentrations measured by infrared spectroscopy, weight change, and viscosity. The data were fitted to an earlier derived rate equation based on a model in which the overall reaction was approximated as the sum of a fast and slow reaction. The model had been found to describe oxidation product formation very well over short time frames. The current work has shown that the model also applies over time frames (extents of oxidation) relevant to actual surfacing lives. A key assumption in the model that depletion of bitumen reactants in the slow reaction phase was negligible was also supported over long time frames. Both fast and slow phases of the reaction were found to be dependent on oxygen concentration, as assumed in the model. The oxygen dependence of the rate is discussed as a two-stage reaction mechanism previously described in the literature.

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The Antecedents of Word-of-Mouth Behaviour

Strategic Marketing in Fragile Economic Conditions - Advances in Marketing, Customer Relationship Management, and E-Services ◽

10.4018/978-1-4666-6232-2.ch010 ◽

2014 ◽

pp. 185-202

Author(s):

Ho Yin Wong ◽

Anthony Perrone

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation Modelling ◽

Structural Equation ◽

Word Of Mouth ◽

Point Of View ◽

Service Performance ◽

Fit Indices ◽

Equation Modelling ◽

Post Purchase

The aim of this study is to undertake empirical research investigating the nature and magnitude of the determinants of word-of-mouth behaviour from the point of view of service performance and post-purchase perceptions. A quantitative study was undertaken. A theoretical model linking service quality issues and word-of-mouth behaviour was developed and tested using structural equation modelling of 280 surveyed participants at various day spa locations. All major fit indices from structural equation modelling methods show satisfactory results for the measurement and structural models. The results confirm significant relationships between the constructs in the model. While the quality of the product, customer service, and servicescape atmosphere lead to customer satisfaction, it is servicescape atmosphere and customer satisfaction that drive word-of-mouth behaviour. The results of this study provide insights to aid service providers and marketing professionals in the service industry in fully understanding that the enhancement of the delivery of high quality service, an accommodating environment, and instilling feelings of satisfaction with their customers will more likely lead to positive word-of-mouth referrals. One major limitation is that the survey was conducted within one industry in one country. The major value of this chapter is the establishment of the role of service quality on word-of-mouth behaviour. This research provides empirical results of the impacts of service performance and post-purchase perceptions on word-of-mouth behaviour.

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Transforming Employee Engagement Into Long-Term Customer Relationships: Evidence from Information Technology Salespeople in Taiwan

Social Behavior and Personality An International Journal ◽

10.2224/sbp.2012.40.9.1549 ◽

2012 ◽

Vol 40 (9) ◽

pp. 1549-1553 ◽

Cited By ~ 6

Author(s):

Benjamin J. C. Yuan ◽

Michael B. H. Lin ◽

Jia-Horng Shieh ◽

Kuang-Pin Li

Keyword(s):

Transformational Leadership ◽

Employee Engagement ◽

Work Engagement ◽

Customer Relationships ◽

Service Performance ◽

Relationship Development ◽

Customer Relationship ◽

Performance Development ◽

Over Time

In this study, we found that when information salespeople in Taiwan perceived more transformational leadership, they were more likely to show increases in work engagement development over time. Furthermore, increases in work engagement development influenced increases in service performance development, which therefore positively predicts increases in customer relationship development over time.

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Post-Purchase Apps Usage Attitudes

Apps Management and E-Commerce Transactions in Real-Time - Advances in E-Business Research ◽

10.4018/978-1-5225-2449-6.ch009 ◽

2017 ◽

pp. 194-209

Author(s):

Sajad Rezaei ◽

Srikaanth Sivasubramaniam ◽

Ree C. Ho

Keyword(s):

Customer Satisfaction ◽

Online Shopping ◽

Customer Relationship ◽

Market Interaction ◽

Post Purchase

The importance of relationship between customer and retailer has become prevalent in the ever-increasing competitive online market. The customers buying process often begin with the downloading of the required Apps in relation to the products they intended to purchase. Hence, customer satisfaction depends on customers' post-purchase evaluation on their experience with the use of the Apps. The aim of this chapter is to conceptualize the apps usage for online shopping, by examining the role of trust and satisfaction gained from the market interaction between the customers and retailers. Customers rely heavily on the information as well as the experiences encountered from the use of the apps. The retailers need to gain insights from the customer's perspective on the apps usage in order to improve customer relationship. This has impact on retailers' marketing efforts for winning the customers' loyalty.

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A model and empirical examination of influencing factors of customer satisfaction and service performance through interactional quality

Business & Economic Review ◽

10.22547/ber/12.1.6 ◽

2020 ◽

Vol 12 (1) ◽

pp. 119-138

Author(s):

Muhammad Danish Habib ◽

Saman Attiq

Keyword(s):

Customer Satisfaction ◽

Self Efficacy ◽

Emotional Regulation ◽

Structural Equation ◽

Customer Relationships ◽

Service Performance ◽

Customer Relationship ◽

Role Overload ◽

Service Climate ◽

Empirical Examination

Marketing scholars have recognized that building and maintaining strong employee-customer relationships are contributors to the performance of organizations. Empirical evidences concerning employee-customer interaction with the help of integrated framework by using the data from supervisor, employee and customer is scarce. Insights from literature, application of service profit chain and unique set of triad (supervisor, employee and customer) as a unit of analysis, enables an examination of various relational paths among the antecedents and outcomes of interactional quality and fills in the aforementioned void. This study seeks to model and empirically test key cognitive (role overload, self-efficacy, and service climate) and emotional aspects (emotional regulation) on outcome variables (interactional quality, customer satisfaction, service performance). An integrated theoretical model rooted in the reflections of emotional cognition theory, cognitive energetical theory and cognitive emotional theory is developed. A survey questionnaire on the basis of well-established measurements from the previous research studies is adopted for data collection from insurance sector of Pakistan. Data is collected with the help of purposive sampling. A total of 270 sets of survey responses are used to empirically test the measurements and propositions through structural equation modelling using AMOS 23. The findings are in support of a significant model and proposed relational paths. In general, results revealed that role overload, self-efficacy, service climate and emotional regulations lead towards customer satisfaction and service performance through interactional quality. This research offers a number of academic and practical implications. The main implication of this research is the extension in conceptual research of marketing literature by providing empirical evidence regarding employee-customer relationship. Managers should recognize that frontline employees, whether they simply interact or actually render the service are the central actor in delivering better quality services that resulted in customer satisfaction. A number of academic as well as managerial implications are proposed and discussed.

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A Linear Poroelastic Analysis of Time-Dependent Crack-Tip Fields in Polymer Gels

Journal of Applied Mechanics ◽

10.1115/1.4041040 ◽

2018 ◽

Vol 85 (11) ◽

Cited By ~ 3

Author(s):

Yalin Yu ◽

Nikolaos Bouklas ◽

Chad M. Landis ◽

Rui Huang

Keyword(s):

Energy Release Rate ◽

Energy Release ◽

Release Rate ◽

Crack Tip ◽

Polymer Gels ◽

Time Limit ◽

Time Limits ◽

Long Time ◽

Short Time ◽

Over Time

Based on a linear poroelastic formulation, we present an asymptotic analysis of the transient crack-tip fields for stationary cracks in polymer gels under plane-strain conditions. A center crack model is studied in detail, comparing numerical results by a finite element method to the asymptotic analysis. The time evolution of the crack-tip parameters is determined as a result of solvent diffusion coupled with elastic deformation of the gel. The short-time and long-time limits are obtained for the stress intensity factor and the crack-tip energy release rate under different chemo-mechanical boundary conditions (immersed versus not-immersed, displacement versus load controlled). It is found that, under displacement-controlled loading, the crack-tip energy release rate increases monotonically over time for the not-immersed case, but for the immersed case, it increases first and then decreases, with a long-time limit lower than the short-time limit. Under load control, the energy release rate increases over time for both immersed and not-immersed cases, with different short-time limits but the same long-time limit. These results suggest that onset of crack growth may be delayed until the crack-tip energy release rate reaches a critical value if the applied displacement or traction is subcritical but greater than a threshold.

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Pengaruh Brand Experience, Brand Trust, Customer Satisfaction Terhadap Brand Loyalty Produk Cimory

Jurnal Manajemen Bisnis dan Kewirausahaan ◽

10.24912/jmbk.v2i5.4879 ◽

2019 ◽

Vol 2 (5) ◽

Cited By ~ 1

Author(s):

Maria Yoana Dan Miharni Tjokrosaputro

Keyword(s):

Customer Satisfaction ◽

Marketing Strategy ◽

Brand Loyalty ◽

Fermented Milk ◽

Brand Experience ◽

Brand Trust ◽

Specific Strategy ◽

Food And Beverage ◽

Long Time ◽

Over Time

Over time, the company experienced intense business competition between companies. This competition is also experienced by consumer goods companies namely food and beverage companies, including fermented milk companies or yogurt. The company strives to carry out a marketing strategy to be able to deal with its competitors. Therefore, company management must have a specific strategy for making products, maintaining products and generating customer satisfaction, which will thus lead to high loyalty from consumers to the products released by the company. One company that is experiencing business competition is Cimory. Cimory produces yogurt with a variety of flavors, and its competitors are Yakult who have been in Indonesia for a long time. This study will discuss how the influence of brand experience, brand trust, Cimory's customer satisfaction on brand loyalty in the eyes of consumers.

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SCALE INVARIANCE IN SELECTIN-MEDIATED LEUKOCYTE ROLLING

Fractals ◽

10.1142/s0218348x04002525 ◽

2004 ◽

Vol 12 (02) ◽

pp. 235-241 ◽

Cited By ~ 4

Author(s):

MICHAEL R. KING

Keyword(s):

Time Series ◽

Time Scales ◽

Hurst Exponent ◽

White Blood Cells ◽

Spatial Arrangement ◽

Range Analysis ◽

Rescaled Range Analysis ◽

Long Time ◽

Short Time ◽

Over Time

White blood cells slowly roll along the walls of blood vessels, due to the coordinated formation and breakage of chemical selectin-carbohydrate bonds. Using detailed computer simulations of cells rolling on a selectin surface under flow, we show the time series of the cell translational velocity to be fractal in nature over time scales ranging from 22–211 ms. A rescaled range analysis was performed to determine the Hurst exponent of the velocity time series, for simulations of cells rolling on either a uniform or punctate distribution of P-selectin molecules. The rolling behavior was found to exhibit two very distinct regimes, with a negative Hurst exponent ranging from -(1.2-0.6) over time scales of 23-27 ms, and a positive Hurst exponent of +0.47±0.03 over time scales of 27-211 ms. The short-time Hurst exponent was found to be a strong function of the molecular distribution and also a function of average molecular density, while the long-time Hurst exponent was unchanged over all conditions studied. The implication is that the short-time adhesive behavior of cells interacting with a reactive surface is sensitive to the spatial arrangement of molecules, and the total number of molecules on the surface.

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