Purpose This study aims to examine the relationships between customer satisfaction and a variety of company performance metrics at firm‐level analysis. Design /methodology/approach The primary research method used in was longitudinal analysis series quarterly surveys attitudes, relation various one large Fortune 100 company. data were collected over five‐year period analyzed with several statistical tests association. Findings It found that there are significant, moderate‐to‐strong...

This article reports a three-stage study of the relationship between newspaper reporting crime and fear crime. The first stage measured amount space prominence given to crime, particularly violent in ten British daily newspapers. second was questionnaire survey A significant positive correlation found which appeared be independent demographic factors associated with readership. third examined qualitative aspects styles these Consistent differences were Those newspapers classified as...

Purpose The purpose of this paper is to investigate the drivers customer value, and their respective relationships with satisfaction behavioral intentions, between two culturally distinct groups adventure tourists. Design/methodology/approach study adopted a descriptive design compared data from 301 Japanese Western tourists who experienced same tour. respondents were split into groups, path modeling approach was used examine similarities differences. Findings results indicated that attached...

In recent years, there has been explosive growth in adventure tourism, with large numbers of consumers seeking novel, challenging and exciting experiences while on holiday. Specialized operators have emerged to cater for this demand, a diverse range commercialized activities now available. Adventure tourism demand is predicted grow at around 15% per year (Burak, 1998 Burak, P. G. 1998. The nature soft Edmonton: University Alberta. Doctoral dissertation [Google Scholar]), as grows, travel...

Most previous studies of academic dishonesty have been conducted in North America and Europe, focused on the contextual, institutional, individual factors that influence students' propensity to cheat. While such offer useful background structure this endemic problem, study aimed gain deeper insights into student perceptions a multi-cultural context. Our sample was sourced from large private university based United Arab Emirates, which there is culturally diverse mix national international...

Abstract Many research studies conclude that satisfaction is strongly and positively related to repurchase intentions loyalty behaviour. However, companies are often faced with the perplexing question of why some customers, who satisfied, still switch suppliers given right circumstances. To answer this question, an exploratory study was conducted in facilities-management industry business-to-business service customers. The two stages: stage focused on as a whole, confirmatory lost customers...

Acknowledging the paucity of research on customers who are targets customer relationship management (CRM) efforts, this paper presents a contingency theory framework and set propositions suggesting that successful CRM adoption is contingent variety contextual factors influence value exchange in B2B channel relationships. Grounded theoretical perspectives selection process, governance, transaction costs, power distribution marketing channels, dynamic capabilities, authors identify five broad...

Seeks to investigate the conceptualization and measurement of service quality its importance dive tourism industry. It reports findings from a recently conducted study tourist perceptions as they relate tour operator running tours on an artificial reef experience in Western Australia. The also assesses assigned by consumers various attributes relative those perceptions. results are significance operators that identify clearly managerial implications providing during experience.

This paper explores the concept of customer satisfaction in relation to scuba-diving consumption experience. It investigates myriad tangible and intangible elements experience, from which scuba-divers derive a sense meaning and/or satisfaction. The results indicate that is gained complex array consumers' perceptions dive itself, but also range associated peripheral experiences surrounding such as service provided by operator, 'communitas' social interaction with other divers functional...

An implicit patriarchal bargain between Emirati fathers and daughters is examined from a social constructionist perspective. Using qualitative methodology we found that explicitly encourage their to pursue tertiary education careers, but hedge this break tradition with understandings will observe norms can only realistically be followed in public sector employment. The persistent public-private imbalance female employment patterns thus construed, as 'wicked problem" cannot addressed through...

For the past 10-15 years, becoming more customer-centred has been one of top two or three challenges facing large organisations (Briscoe 2002). CEOs have generally assumed that would lead to rapid growth, better profitability, and higher stock price. Many firms thus invested in a range initiatives such as: customer satisfaction research, value management, relationship complaint handling systems, loyalty programs ensure they continuously focused on for future success. The dominant paradigm...

In today’s globalized business environment, managers regularly interact with employees from different cultures. Since meetings are endemic to all organizations, better understanding of the way conducted in diverse cross-cultural settings may increase organizational effectiveness. This study investigated United Arab Emirates, a country where ethnic diversity across workforce is prevalent. The Gulf region offers an eclectic mix interactions, when being conducted. Using qualitative methods...

With the proliferation of computer networks and increased use Internet‐based applications, many forms social interactions now take place in an on‐line context through Computer‐Mediated Communication (CMC). Many universities are reaping benefits using CMC applications to collect data on student evaluations faculty, rather than paper‐based surveys Face‐To‐Face (FTF) classroom settings. While relative merits versus FTF have been researched extensively, there is limited research published about...