The effects of service quality, perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country

Journal of Retailing and Consumer Services, Год журнала: 2021, Номер 63, С. 102721 - 102721

Опубликована: Авг. 16, 2021

Язык: Английский

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Understanding the link between customer feedback metrics and firm performance

Journal of Retailing and Consumer Services, Год журнала: 2023, Номер 73, С. 103301 - 103301

Опубликована: Март 5, 2023

Practitioners utilise customer feedback metrics (CFM's) to monitor business performance. However, the influence of CFM's on firm performance has been ignored. Thus, this paper aims examine effects Our study collected data about CFM's, marketing efforts, and financial over period 2005–2020 from American Customer Satisfaction Index. The present used a multiple regression panel analysis investigate different CFMs (i.e., SAT, Top-2-Box, NPS proportion, value, CES) gross margin, sales growth, Tobin's Q), moderating by operating environment factors munificence, power, dynamism). results revealed that Top-2-box is best predictor compare firms in online booking, hotels, shopping industries, while consumer satisfaction for electronic fixed telecom industries. CES companies restaurants Moreover, metric holiday parks provide considerable managerial implications effective use resources regarding investing most suitable enhance

Язык: Английский

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Impact Measuring the of Technological Innovation Driven by Co-creation of value on the Performance of Multinationals in Emerging Markets

Journal of Open Innovation Technology Market and Complexity, Год журнала: 2025, Номер unknown, С. 100511 - 100511

Опубликована: Март 1, 2025

Язык: Английский

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Green cooperation in last-mile logistics and consumer loyalty: An empirical analysis of a theoretical framework

Journal of Retailing and Consumer Services, Год журнала: 2023, Номер 73, С. 103308 - 103308

Опубликована: Март 1, 2023

Язык: Английский

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Empowering co-creation of services with artificial intelligence: an empirical analysis to examine adoption intention

Marketing Intelligence & Planning, Год журнала: 2024, Номер 42(6), С. 941 - 975

Опубликована: Май 28, 2024

Purpose Co-creation of services (CCOS) is a collaborative strategy that emphasises customer involvement and their expertise to increase the value service experience. In ecosystem, artificial intelligence (AI) plays key role in co-creation. Therefore, this study undertaken empirically uncover how AI can empower CCOS. Design/methodology/approach The source data were collected from 305 provider respondents quantitative methodology was applied for analysis. Findings New development augmented with provides tangible providers while also providing intangible supportive customers. With AI, adapt new innovations enrich additional information, which eventually outperforms human-created services. Research limitations/implications adoption CCOS empowerment businesses brings “service-market fit”, represents significant benefits wherein customers contribute creativity, intuition, contextual awareness services, contributes large-scale service-related analysis by handling volumes data, personalisation, more time focus on challenging problems market. Originality/value This presents theoretical concepts AI-empowered CCOS, technological innovativeness, participation human-AI interaction, AI-powered expertise, perceived subsequently discusses framework. Then, it proposes novel conceptual model based measures validates intention adopt empowerment. Overall, insight empowering co-creation AI.

Язык: Английский

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From Data to Delight: Leveraging Social Customer Relationship Management to Elevate Customer Satisfaction and Market Effectiveness

Information, Год журнала: 2024, Номер 16(1), С. 9 - 9

Опубликована: Дек. 27, 2024

The current study aims to investigate ways through which the data on social customer relationship management (SCRM) enhance satisfaction (CS) as well market effectiveness (ME) in hotel industry. Moreover, it examines mediator role of involvement using media (CIUSM). moderating information processing capability (CIPC) between and (CIUSM) was examined. Therefore, following suggestions from Dominant (S-D) Logic, Social Exchange Theory (SET), Dynamic Capabilities (DCT), this research explores SCRM co-creation organizational performance customers. Using PLS-SEM SmartPLS, 389 participants were analyzed. findings proved that directly improves both due indirect effect CIUSM a among them. Also, showed CIUSM. direct effectiveness. CIPC, moderator, enhances impacts by demonstrating how hotels leverage activity competitive advantage. Based study, three integrated theories provide single framework delve deeply into intricate association performance. ensures hospitality managers engage customers, continuously respond their needs requirements, embrace efficient deploy effectively.

Язык: Английский

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What drives product involvement and satisfaction with OFDs amid COVID-19?

Journal of Retailing and Consumer Services, Год журнала: 2022, Номер 68, С. 103063 - 103063

Опубликована: Июнь 20, 2022

Язык: Английский

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Effects of Perceived Value, Service Quality and Customer Trust in Home Delivery Service Staff on Customer Satisfaction: Evidence from Pakistan

International Journal of Management Research and Emerging Sciences, Год журнала: 2022, Номер 12(4)

Опубликована: Дек. 23, 2022

Since e-commerce has expanded rapidly in recent years, it's clear that reliable delivery services are crucial to keeping customers happy. Supplying items on time, providing better service customers, charging reasonable prices, and enhancing the supplier's reputation all significant means of retaining existing attracting new ones. The study's key research question is, "How important is quality home service?" value customer attributes product or a direct impact how satisfied they with purchase. Islamabad, capital Pakistan, will serve as venue for gathering. Four hundred users were polled via email. Smart PLS framework analyzes conceptual models using partial least squares structural equation (PLS-SEM). These findings highlight importance quality, perceived service, trust determining satisfaction. Trust allows connection be created between customer's happiness their perception service's value, well satisfaction much like service. findings, grounded Expectation Rejection Theory, expand SERVQUAL model by factoring presence so aid creation validation trust-based Managers can tell providers more trustworthy results.

Язык: Английский

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The golden mean: Research on the mechanism of customer participation in employee service innovation

Journal of Retailing and Consumer Services, Год журнала: 2022, Номер 68, С. 103040 - 103040

Опубликована: Июнь 11, 2022

Язык: Английский

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Post COVID-19: Health crisis management for the cruise industry

International Journal of Disaster Risk Reduction, Год журнала: 2022, Номер 71, С. 102792 - 102792

Опубликована: Янв. 13, 2022

Язык: Английский

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