Journal of Statistical Modeling and Analytics Vol.2 No.2‚ 29-42‚ 2011 Analyzing the Effects of Corporate Reputation on the Competitiveness of Telecommunication Industry using the Structural Equation Modelling: The Case of Kelantan 1 Zainudin Awang1 Faculty of Computer and Mathematical Sciences UiTM Kelantan E-mail: zainudin888@kelantan.uitm.edu.my ABSTRACT The competition for customers among telecommunication firms in Malaysia is fierce. The competition is not only limited to new customers
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Exeperiencing Management Information Systems (2nd ed.). Australia: Pearson. Parasuraman‚ A. &. (1985). A conceptual model of service quality and it ’s implications forfuture research. Journal of Marketing‚ 49‚ 41-50. Parasuraman‚ A.‚ Berry‚ L.‚ & Zeithaml‚ V. (1988). SERVQUAL: A multiple item scale for measuring consumer perceptions of service quality. Journal of Reatiling‚ 64‚ 12-40. Porter‚ M. (1985). Competitive Advantage: creating and sustaining a superior performance. Simon & Suchuster Adult
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CHAPTER 03 Customer expectations of service L EARNING O BJECTIVES This chapter’s objectives are to: 1 Recognize that customers hold different types of expectations for service performance. 2 Discuss the sources of customer expectations of service‚ including those that are controllable and uncontrollable by marketers. 3 Acknowledge that the types and sources of expectations are similar for end consumers and business customers‚ for pure service and product-related service‚ for experienced customers
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The Emergence of Entrepreneurial Marketing: Nature and Meaning Michael H. Morris‚ Ph.D. Harold and Sandy Noborikawa Distinguished Professor of Entrepreneurship and Marketing Department of Marketing College of Business Administration University of Hawaii Honolulu‚ Hawaii 96822 E-mail: morris@cba.hawaii.edu Telephone : (808) 956-6692 Minet Schindehutte‚ Ph.D. Assistant Professor of Entrepreneurship Page Center for Entrepreneurship Miami University Oxford‚ Ohio 45056 E-mail: schindm@muohio.edu Telephone
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Martin-Consuegra‚ D.‚ Molina‚ A. and Esteban‚ A.‚ (2007)‚ “An Integrated Model of Price‚ Satisfaction and Loyalty: an Empirical Analysis in the Service Sector”‚ Journal of Product & Brand Management‚ Volume. 16‚ Issue.7‚ pages. 459–468. Parasuraman‚ A.‚ Zeithaml‚ V. A.‚ & Berry‚ L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality‚ Journal of Retailing‚ 64 (1)‚ p.12-40. Ryu‚ K.‚ & Jang‚ S Srikanjanarak‚ S.‚ Omar‚ A.‚ &Ramayah‚ T. “The conceptualization and
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How Athleta will Defeat Lululemon: The Impact of Decision Making on Consumer Behavior in Women’s Athletic Apparel Today women’s athletic aparrel is both a highly profitable and competitive market. The $14.3 billion market is growing exponentially‚ about twice as fast as women’s clothing overall . The industry is also quite crowded. There are many companies and brands competing for the market share‚ including Lululemon‚ Athletica‚ Gap’s Athleta‚ and Lucy. Well known brands such as Nike‚ Under Armour
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& Sons. Mudie‚ P. & Cottam‚ A. 1999. The management and marketing of services. Oxford: Butterworth‐Heinemann. Pieter P. Tordoir (1995). The professional knowledge economy: the management and integration services in business organizations. p.140. Zeithaml‚ V.A.‚ Bitner‚ M.J. & Gremler‚ D.D. 2009. Services marketing: Integrating customer focus across the firm (5th ed.). Sydney: McGraw‐Hill Irwin.
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Proponents of this theory include researchers such as Anderson and Fornell (1994); Gummesson (1993); Heskett et al.(1990); Heskett et al. (1994); Reicheld and Sasser (1990); Rust‚ et al. (1995); Schneider and Bowen (1995); Storbacka et al. (1994); and Zeithaml et al. (1990). These researchers discuss the links between satisfaction‚ loyalty‚ and profitability. Statistically-driven examination of these links has been initiated by Nelson et al. (1992)‚ who demonstrated the relationship of customer satisfaction
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International Journal of Marketing Studies; Vol. 4‚ No. 6; 2012 ISSN 1918-719X E-ISSN 1918-7203 Published by Canadian Center of Science and Education Customer Satisfaction in the Mobile Telecom Industry in Bahrain: Antecedents and Consequences Mohammed M. Almossawi1 1 Department of Management & Marketing‚ College of Business Administration‚ University of Bahrain‚ Sakheer‚ Kingdom of Bahrain Correspondence: Mohammed Almossawi‚ College of Business Administration‚ Department of Management & Marketing
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organization will vary greatly based on the subject matter and the goal of the survey. Among the most popular assessments tools of service quality (a common questionnaire/survey topic) is SERVQUAL‚ an instrument designed by Berry‚ Parasuraman‚ and Zeithaml (1994). Through numerous qualitative studies‚ they evolved a set of five dimensions ranked consistently by customers as central to service quality‚ regardless of the service industry. Most questionnaires and surveys use both bipolar Likert/dichotomous
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