Search results

Understanding the antecedents to and outcomes of customer satisfaction is a critical issue for both academics and bank marketers. Previous research has identified service quality, expectations, disconfirmation, performance, desires, affect and equity as important antecedents of customer satisfaction. The current paper reports findings from a survey which looked into the impact of service quality dimensions and customer expertise on satisfaction. A sample of 167 respondents took part in this study. Findings indicate that both core and relational dimensions of service quality appear to be linked to customer satisfaction. Findings also indicate that expertise is negatively related to satisfaction. The paper discusses implications for bank managers.

The focus of this paper is on the emotional experience of consumption and its impact on satisfaction in the context of extended service transactions. Drawing on a multi‐component perspective of emotions, we present a series of research propositions to specify how both retrospective global judgments of consumption emotions as well as their in‐process experience (i.e. their experience during the sequence of episodes composing the transaction) determine post‐purchase satisfaction in multiple ways. At the retrospective level, we propose that while the expected direct relationship between satisfaction and positive emotions will emerge, the equally expected inverse relationship between negative emotions and satisfaction will be found only for negative emotions attributed to the service provider. Negative emotions attributed to causes other than the provider (i.e. to the situation or to oneself) may be positively associated with satisfaction. At the in‐process level, we propose that the experience of distinct emotions at a certain stage of the service may influence the consumer’s expectations for and perceptions of the provider performance, and/or the expressions and behaviors of the consumer himself and those of the provider in the subsequent episode. Such in‐process effects of emotions will then determine their relationship with post‐purchase satisfaction. Theoretical and managerial implications are discussed.

Among the various applications involving the use of microwave energy, its growing utility within the mining industry is particularly noteworthy. Conventional grinding processes are often overburdened by energy inefficiencies that are directly related to machine wear, pollution and rising project costs. In this work, we numerically investigate the effects of microwave pretreatment through a series of compression tests as a means to help mitigate these energy inefficiencies.

We investigate the effects of microwave pretreatment on various rock samples, as quantified by uniaxial compression tests. In particular, we assign sample heterogeneity based on a Gaussian statistical distribution and invoke a damage model for elemental tensile and compressive stresses based on the maximum tensile stress and the Mohr–Coulomb theories, respectively. We further couple the electromagnetic, thermal and solid displacement relations using finite element modeling.

(1) Increased power intensity during microwave pretreatment results in decreased axial compressive stress. (2) Leveraging statistics to induce variable compressive and tensile strength can greatly facilitate sample heterogeneity and prove necessary for damage modeling. (3) There exists a nonlinear trend to the reduction in smax with increasing power levels, implying an optimum energy output efficiency to create the maximum degradation-power cost relationship.

Previous research in this area has been largely limited to two-dimensional thermo-electric models. The onset of high-performance computing has allowed for the development of high-fidelity, three-dimensional models with coupled equations for electromagnetics, heat transfer and solid mechanics.

This study examines specific dimensions of the performance‐only measurement of service quality (SERVPERF) as determinants of consumer satisfaction and subsequent behavioral intentions associated with banking services in mainland China. Empirical support for the predictive ability of context‐dependent service quality dimensions is presented. Our results extend and enhance the validity of the performance‐only approach to service quality through the focus on the multidimensional facets of the SERVPERF scale, a direct link between context‐dependent dimensions of service quality and consumer satisfaction, and its application in an international setting. Strategic issues in managing service quality with retail banks in the Chinese market are identified and discussed.

Very little research has investigated the effects of service quality dimensions on customer loyalty. Also, up to now, no research has investigated the direct effect of expertise on loyalty and the moderating effect of expertise on the link between satisfaction and loyalty. This paper seeks to fill these gaps in the literature and to investigate the effects of individual dimensions of service quality in creating and enhancing customer loyalty via customer satisfaction. It also aims to investigate the direct and indirect effects of customer expertise on customer loyalty.

The paper uses a causal modelling approach and proposes a conceptual model after an extensive review of the literature. The paper is based on a sample of 200 bank users in Greece who completed a self‐administered questionnaire. The paper uses exploratory factor analysis, confirmatory factor analysis and structural equation modelling to analyse and confirm the conceptual model proposed in this research.

The paper finds that reliability, tangibility and empathy are positively related to customer satisfaction, which in turn is positively related to loyalty. Furthermore, while expertise is negatively related to loyalty, it positively moderates the link between satisfaction and loyalty.

The paper discusses implications for brand managers in terms of targeting and advertising strategies and suggests future research directions.

Using Chiang Mai Night Safari, Thailand as a case, this research is to understand the relationship between service quality, place attachment, tourist satisfaction, and tourist loyalty. A two-stage sampling approach is used while proportionate stratified sampling is applied to determine the strata sample size. A convenient sampling approach selects the participants within each stratum that involves choosing every element after a random start. Four hundred of 450 questionnaires are usable and analyzed the study. The result suggests an effective intermediary between service quality and tourist satisfaction. This study also adds managerial implications concerning service/product differentiation and competitive advantage over competitors. Meanwhile, future studies on destination personality uniqueness of destination emotions are suggested.

Effective leadership is critical in driving innovation and success in organisations, particularly in today’s rapidly changing environment. However, achieving effective leadership at all levels of the organisation can be challenging. This chapter argues that understanding how the brain functions is essential for innovation leaders to achieve positive results and higher rates of success in their projects. By analysing relevant research on neuroscientific functioning patterns and developing interventions based on these foundations, this chapter establishes that the brain’s self-organising ability and cognitive processing systems offer valuable insights for effective innovation leadership. Based on neuroscientific evidence this chapter concludes that effective innovation leadership should focus on inviting others to engaged co-creation, rather than directing others to perform specific tasks as if they were ‘a prolonged arm’. Additionally, effective innovation leadership integrates insights from information processing in the brain by providing behavioural-oriented impulses that activate the brain, enabling individuals to maintain focus, restore motivation or emotional stability, enhance mood and confidence, and increase cognitive flexibility. Evidence-based interventions range from structured breaks to powernapping and walking. The importance of self-leadership is stressed throughout the chapter. By deriving solutions from an understanding of how the brain functions, interventions that may have been known for a long time can become evidence-based and optimised for use in organisations. Future research could explore the intersection of neuro- and behavioural science with leadership to further innovate organisational principles.

The purpose of this paper is to test the adequacy of SERVQUAL within the context of public online services, more specifically those provided by the Department of Taxation through its web‐based electronic declaration system.

Following a quantitative methodological approach, a survey was applied to a sample of 351 certified accountants to empirically test the conceptual model. A first order confirmatory factor analysis was used to test the validity of different SERVQUAL online dimensions while multiple regression analysis was used to test the proposed hypotheses.

Overall, the study finds that Certified Accountants revealed a low perceived quality with regard to empathy and responsiveness. Instead, tangibility, reliability and security were the SERVQUAL dimensions which were favourably evaluated by Certified Accountants. The study also revealed that empathy, tangibility and convenience were those dimensions that better contributed towards satisfaction.

This study offers the opportunity to rethink how the Portuguese Department of taxation website provides online services and how it conforms to rigorous quality standards in order to assist users in complying with fiscal obligations.

This study provides an empirical test regarding the adequacy of the SERVQUAL instrument for assessing service quality of online taxation services as perceived by Certified Accountants. It also validates this instrument in the specific context of taxation services of the Portuguese public sector.

The purpose of this paper is to analyse the antecedents and consequences of online satisfaction within the context of e‐government, which increasingly play an important role in modern public administrative management. Specifically, this paper examines the taxation services offered through the web‐based electronic declaration system.

Following a quantitative methodological approach, a survey was applied to a sample of 351 certified accountants to empirically test the conceptual model. Structural equation modelling was used to test the conceptual model.

The results of this empirical study validate four out of five hypotheses. It was found that convenience is an important antecedent of both satisfaction and online service quality. Additionally, findings suggest that both the degree of satisfaction and online service quality impacts on the intention of using the taxation website. Overall, results indicate that most of the relationships examined in the private service sector can be extended to the e‐government context.

This paper offers the opportunity to rethink how the Portuguese Department of Taxation web site provides online services and how it satisfies the needs of users while complying with their fiscal obligations.

Despite the entrenched nature of governmental bureaucracy which slows down the adoption of the Internet, market pressures toward fulfilling users' needs has become an increasingly important requirement. This study revealed that the proposed research model, which derives from the private sector, is relevant to the public services context.

Aims to explicate the relationships between, and restrict the domains of, perceived service quality, perceived product value, product attitude, and customer satisfaction/dissatisfaction. Uses conceptual dimensions to explore similarities and differences between perceived service quality and related constructs. States that the conceptual analysis shows similarities, differences and inter‐relationships which are not always recognized in service quality research and management and suggests avenues for future research.