Satisfaction with service recovery: Perceived justice and emotional responses Ana Belén del Río-Lanza a‚⁎‚ Rodolfo Vázquez-Casielles a‚ Ana Ma Díaz-Martín b a Universidad de Oviedo‚ Spain b Universidad Autónoma de Madrid‚ Spain a r t i c l e i n f o Article history: Received 1 November 2006 Received in revised form 1 April 2008 Accepted 1 September 2008 Keywords: Service failure Service recovery Perceived justice Emotions Consumer satisfaction a b s
Premium Distributive justice Emotion
“Relationship between Service Quality and Customer Satisfaction: The Case Study of the Olympic Sports Club in Bangkok” CHAPTER 1 GENERALITIES OF THE STUDY 1.1 Introduction When the market is full of competitors and marketing is shifted from internal consequences of performance (i.e.‚ productivity and profit) to the external consequences of performance (i.e.‚ consumer well-being)‚ practitioners in the sports industries need to pay attention on customer satisfaction and service quality. (Kerkby‚ and Nelson
Premium Customer service Customer service Sport
Health Promotion: Primary‚ Secondary‚ and Tertiary Levels Health promotion is composed of three levels. Primary is the initial level of health promotion and prevention of diseases. The next level is secondary which involves early detection of a disease and prompt intervention to prevent the progression of the disease. Tertiary‚ the final level‚ is when a disease is permanent and the goal is to return the individual to the best possible level of functioning (Edelman & Mandle‚ 2010). According
Premium Diabetes mellitus Blood sugar Nutrition
product. * Like It has the cheapest phones like NOKIA 1100 and costly phones like NOKIA Lumia. Place1 * Nokia has opened its retail outlets ‘Nokia Priority’ as well as many authorized dealers at various places. Promotion * Advertising‚ selling‚ sales promotion‚ public relations‚etc. are the major weapons of marketing. Samsung Product * Samsung touchphones and smartphones have three levels of product: core (they are communicational and fast computing devices)‚ actual (they
Premium Marketing Smartphone
Congruency on Customers ’ Emotions and Satisfaction Ingrid Y. Lin & Anna S. Mattila a a b School of Travel Industry Management‚ University of Hawaii at Manoa‚ Honolulu‚ Hawaii‚ USA b School of Hospitality Management‚ The Pennsylvania State University‚ University Park‚ Pennsylvania‚ USA Published online: 15 Oct 2010. To cite this article: Ingrid Y. Lin & Anna S. Mattila (2010): Restaurant Servicescape‚ Service Encounter‚ and Perceived Congruency on Customers ’ Emotions and Satisfaction‚ Journal
Premium Service system Emotion Service provider
116 CHAPTER- IV SECTION-I JOB SATISFACTION 4.1 INTRODUCTION Human Resource Management is considered to be the most valuable asset in any organization. It is the sum-total of inherent abilities‚ acquired knowledge and skills represented by the talents and aptitudes of the employed persons who comprise of executives‚ supervisors‚ and the rank and file employees. It may be noted here that human resources should be utilized to the maximum possible extent‚ in order to achieve individual
Premium Motivation Job satisfaction
Promotion – Vuong Nguyen -- s53112 Promotion is a system to fix the business of communication with customer. This will contribute evidence which supports them to take judgement to purchase a product or service. Ikea’s promotions were grounded on selected marketing circumstances and cultural awareness of each country in general and Australia in particular. Those are distinct a lot from worldwide markets. IKEA had operated with altered advertising agencies to take out some of the best innovative
Premium Marketing Good Customer
Thoughts on Economics Vol. 20‚ No. 04 Customer Satisfaction of Islami Bank Bangladesh Limited– A Factor Analytic Approach Muhammad Mahbubur Rahman( Mohammad Yasir Rabbi(( [Abstract: With the opening-up of the economy‚ business activities are getting more and more competitive and consequently focusing more on the satisfaction of customers by providing tailor made products and rendering services. In the age of globalization and privatization‚ financial institutions‚ mainly banks‚ have
Premium Factor analysis Principal component analysis
Introduction to Export Promotion III. INTRODUCTION TO EXPORT PROMOTION A. Introduction The objectives of this session are to introduce the concept of export promotion and export development and to explain how responsibilities are distributed among various organizations and agencies to formulate‚ approve and implement policies that promote and develop exports. This session will also describe and list the components of foreign trade and trade promotion policies and other factors affecting
Premium International trade Policy
The major causes of job satisfaction‚ how does job satisfaction impact productivity‚ absenteeism and turnover and how employee satisfaction is related to customer satisfaction in organizations. Job satisfaction is described as a positive feeling about a job resulting from an evaluation of its characteristic (Essentials of Organizational Behavior 10 edition‚ Stephen Robbins/Timothy Judge). According to Locke and Lathan (1976) the definition of job satisfaction is a pleasurable or positive emotional
Free Employment Maslow's hierarchy of needs