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
CUSTOMER SATISFACTION 1.0 INTRODUCTION Customer satisfaction is a term that normally used in manufacturing‚ business and marketing industries. This measurement benchmark is important for recognizing the potentiality of product or services demand in meeting the customer expectation and requirement. As the economy is now gearing towards globalization‚ remain competitive in product quality‚ reliability‚ creativity‚ innovative‚ competitive price and excellent customer service is vital in order
Premium Marketing Customer Customer service
Carol Taylor‚ Joint Director of the Basic Skills Agency in McDonald. Company Background: McDonald ’s Corporation (NYSE: MCD) is the world ’s largest chain of fast food restaurants‚ serving nearly 47 million customers daily. McDonald ’s primarily sells hamburgers‚ cheeseburgers‚ chicken products‚ French fries‚ breakfast items‚ soft drinks‚ milkshakes and desserts. More recently‚ it has begun to offer salads‚ wraps and fruit. Many McDonald ’s restaurants have included a playground for children and
Premium Leadership
Transitory employees are defined as experienced‚ skilled workers who have less than five years of tenure with their current employer. There are two types of transitory employees: Intra-industry and Extra-industry. An intra-industry transitory employee already possesses knowledge of the business/industry language and technical aspects of the job and only requires training in their new company’s culture and ways of doing business. Sources for these candidates can be either: • Internal—transfers
Premium Employment
Journal‚ University of Nigeria Nsukka. Vol. 23. No.1. 137- 155 JOB SATISFACTION AS CORRELATES OF TEACHER ABSENTEEISM IN RURAL PUBLIC SECONDARY SCHOOL IN ABIA STATE Duvie‚ Adanma N. Department of Agricultural Education Michael Okpara University of Agriculture‚ Umudike and Okorie‚ Florence U. Staff School‚ Michael Okpara University of Agriculture‚ Umudike Abstract The purpose of this study was to examine job satisfaction variables as correlates of teacher absenteeism in rural public secondary
Free High school Secondary school
COURSE: DEPT: ENGLISH LANGUAGE PROGRAMME: M.A ENGLISH LITERATURE (PART TIME) SESSION: 2011/2012 SEMINER TOPIC: TO WHAT EXTENT THE IAN MCDONALD’S THE HUMMING BIRD TREE REFLECT WEST INDIAN IDENTITY ISSUES. Introduction The western Indian literature has gradually gained prominence over the years. What we have today is corpus experiences of a group of people known as the west Indians which comprises of a group of island such as Trindad and Tobago‚ Jamaica‚ Antigua
Free Slavery Caribbean Atlantic Ocean
target customer¶s are satisfied with your product and services of your business. Once you have created and implemented your strategy‚ try to identify the feed from you customer and if any changes or improvement is required apply it for the maximum satisfaction of customers This helps you to identify that‚ where your strategy needs to be improved and how it can be developed‚ so that it can be implemented for effective action. Before applying any strategy in the business proper planning programs must be
Premium Marketing
and our syllabus mentions many examples and all of them are mostly related to all those great companies. So‚ I am excited to write about one of the top companies that is McDonalds as my first case paper. I have learnt a lot from this company and I truly hope I could express most of my learning’s in this paper today. McDonalds Corporation which is a billion worth company today was established with the long vision of growth and prosperity all around the globe as the leading fast food industry as they
Premium Hamburger Corporate social responsibility
Athletes or Employees Student athletes receive scholarships for their skill set and ability to play at the collegiate level‚ while employees receive stability‚ income and benefits for their skill set and ability to contribute to the work place. Athletes as well as persons in the work force deal with adversity that directly affects there lives‚ yet only members of the workforce are rewarded with a source of income. It could even be said‚ athletes are under more pressure to perform due to not only
Premium College athletics National Collegiate Athletic Association
International Review of Management and Marketing Vol. 2‚ No. 1‚ 2012‚ pp.52-58 ISSN: 2146-4405 www.econjournals.com Human Resource Management Practices and Employees’ Satisfaction Towards Private Banking Sector in Bangladesh Md. Tofael Hossain Majumder Department of Accounting and Information Systems‚ Comilla University‚ Comilla‚ Bangladesh. Phone: +8801816436176. Email: tofael_cou@yahoo.com ABSTRACT: Dramatic advances of Information and Communication Technology (ICT)‚ changing mix and personal
Premium Human resource management