Ditapis dengan
Effects of organizational and serviceperson orientation on customer loyalty
Within the service industry, the serviceperson enhances customer loyalty by increasing customer benefits and decreasing customer costs, but is also embedded within and influenced by the organizational context. Thus, the influence of a serviceperson’s orientation may differ or even conflict with the organization’s orientation. There are two purposes to this paper. The paper first aims t…
- Edisi
- Vol. 47 No. 10, 2009 pp. 1489-1513
- ISBN/ISSN
- 0025-1747
- Deskripsi Fisik
- 27 p.
- Judul Seri
- Management Decision
- No. Panggil
- ATC MG COL e
Service quality and its relation to satisfaction and loyalty in logistics out…
The purpose of this paper is to investigate how perceived service quality influences both a shipper’s satisfaction and subsequent loyalty in third-party logistics outsourcing relationships.
- Edisi
- Vol. 20 No. 6, 2010 pp. 496-510
- ISBN/ISSN
- -
- Deskripsi Fisik
- 18 p.
- Judul Seri
- Managing Service Quality
- No. Panggil
- ATC LO GRA s
Logistics outsourcing performance and loyalty behavior: Comparisons between G…
The purpose of this paper is to examine how goal achievement and goal exceedance influence the aspects of loyalty in logistics outsourcing relationships. Specifically, it aims to develop and test a model of customer loyalty across two cultures to determine if dedicated strategies for building loyalty are required.
- Edisi
- -
- ISBN/ISSN
- -
- Deskripsi Fisik
- 26 p.
- Judul Seri
- International Journal of Physical Distribution & Logistics Management
- No. Panggil
- ATC LO MAR l
Using the elaboration likelihood model to guide customer service-based segmen…
Conceptualizes a model of customer service‐based segmentation derived from the elaboration likelihood model (ELM). Logistics organizations are utilizing improved customer service to achieve competitive advantage. However, these firms must segment customers to avoid escalating their service platform to those unlikely to provide adequate return. Based on ELM‐established relationships, propo…
- Edisi
- Vol. 27 Issue: 9/10, pp.600-615
- ISBN/ISSN
- -
- Deskripsi Fisik
- 18 p.
- Judul Seri
- International Journal of Physical Distribution & Logistics Management
- No. Panggil
- ATC LO ECK u
The value of different customer satisfaction and loyalty metrics in predictin…
The purpose of this research is to examine different customer satisfaction and loyalty metrics and test their relationship to customer retention, recommendation and share of wallet using micro (customer) level data.
- Edisi
- Vol. 17 No. 4, 2007 pp. 361-384
- ISBN/ISSN
- -
- Deskripsi Fisik
- 29 p.
- Judul Seri
- Managing Service Quality
- No. Panggil
- ATC LO WEI t
The supply chain balancing act - stock and service at a profit
Addresses the perennial issues of effective supply‐chain management ‐ balancing stock inventories, service delivery mechanisms and retaining requisite profit margins while ensuring customer loyalty ‐ against the background of increasing business competition in the 1990s. Considers the potential contributions of partnerships, inventory management, sales‐based ordering and promotion pla…
- Edisi
- Vol. 9 Issue: 6, pp.24-26
- ISBN/ISSN
- -
- Deskripsi Fisik
- 5 p.
- Judul Seri
- Logistics Information Management
- No. Panggil
- ATC LO BLA t
An integration of kano’s model and exit-voice theory: a case study
The purpose of this study was to examine overall customer satisfaction associated with medical service quality in Taiwan by integrated Kano’s model and customer satisfaction index model. Another purpose was to confirmed nonlinear and asymmetric relationship of Customer Satisfaction and Quality Performance by the research outcome. By analyzing 1,100 patients or their family members, this study…
- Edisi
- Vol. 10, No. 2
- ISBN/ISSN
- -
- Deskripsi Fisik
- 19 p.
- Judul Seri
- Asian Journal on Quality
- No. Panggil
- ATC LO YEN a
An empirical analysis of the components of retailer customer loyalty programs
This paper sets out to determine the benefits offered to customers and activities taken by retailers, whether or not they have formal customer loyalty programs, whether there are differences in the benefits/activities of retailers with and without formal loyalty programs and finally, whether specific benefits/activities of retailers can predict whether or not they have formal loyalty programs.
- Edisi
- Vol. 36 No. 1, 2008 pp. 32-49
- ISBN/ISSN
- -
- Deskripsi Fisik
- 21 p .
- Judul Seri
- International Journal of Retail & Distribution Management
- No. Panggil
- ATC LO TOP a
Karya Umum 
Filsafat 
Agama 
Ilmu-ilmu Sosial 
Bahasa 
Ilmu-ilmu Murni 
Ilmu-ilmu Terapan 
Kesenian, Hiburan, dan Olahraga 
Kesusastraan 
Geografi dan Sejarah