This paper considers the role of service customers in those service encounters where the customer participates in the service production and delivery process, and the customer factors, motivations and incentive mechan...This paper considers the role of service customers in those service encounters where the customer participates in the service production and delivery process, and the customer factors, motivations and incentive mechanism to participate in service delivery are analyzed. This study explores the relationship between service quality and service customer participation in the service encounter and the effect of customer participation on service providers＇ job stress. Finally, the management implications about customer participation in the service encounter from the findings are discussed.展开更多
The current study represents an attempt at experiential value, perceived quality and customer satisfaction influence on customer lifetime value. The sampling frame consisted of Star Cruises purchases in Taiwan. The au...The current study represents an attempt at experiential value, perceived quality and customer satisfaction influence on customer lifetime value. The sampling frame consisted of Star Cruises purchases in Taiwan. The authors have collected yield 268 questionnaires, by screening out 13 questionnaires, including those missing value or incomplete answer, and finally a usable sample of 255 questionnaires were utilized in this study. The results show that experiential value, perceived quality and customer satisfaction have positive effects to customer lifetime value. Especially, experiential value has the strongest direct effect. Therefore, if resources are limited, the manager should focus on shaping the experiential value to increase customer lifetime value. Implications for marketing theory and practitioners are discussed, and possible directions for future research are sketched.展开更多
Health care is an area in which all who are involved should try to ensure that the quality of the provision is at a high level, especially in maternity wards. The quality of these services is not only the competence o...Health care is an area in which all who are involved should try to ensure that the quality of the provision is at a high level, especially in maternity wards. The quality of these services is not only the competence of the medical staff, but the whole set of factors prevailing in the ward and in the hospital, from cleanliness of the delivery room to the staff courtesy of the institution. The article presents the results of research on clients＇ satisfaction with the quality of the services offered by the selected maternity ward in Provincial Hospital in Bielsko-Biala. Customer Satisfaction Index （CSI） method was used for analysis.展开更多
基金This paper is supported by National Natural Science Foundation of China （No. 73002001）.
文摘This paper considers the role of service customers in those service encounters where the customer participates in the service production and delivery process, and the customer factors, motivations and incentive mechanism to participate in service delivery are analyzed. This study explores the relationship between service quality and service customer participation in the service encounter and the effect of customer participation on service providers＇ job stress. Finally, the management implications about customer participation in the service encounter from the findings are discussed.
文摘The current study represents an attempt at experiential value, perceived quality and customer satisfaction influence on customer lifetime value. The sampling frame consisted of Star Cruises purchases in Taiwan. The authors have collected yield 268 questionnaires, by screening out 13 questionnaires, including those missing value or incomplete answer, and finally a usable sample of 255 questionnaires were utilized in this study. The results show that experiential value, perceived quality and customer satisfaction have positive effects to customer lifetime value. Especially, experiential value has the strongest direct effect. Therefore, if resources are limited, the manager should focus on shaping the experiential value to increase customer lifetime value. Implications for marketing theory and practitioners are discussed, and possible directions for future research are sketched.
文摘Health care is an area in which all who are involved should try to ensure that the quality of the provision is at a high level, especially in maternity wards. The quality of these services is not only the competence of the medical staff, but the whole set of factors prevailing in the ward and in the hospital, from cleanliness of the delivery room to the staff courtesy of the institution. The article presents the results of research on clients＇ satisfaction with the quality of the services offered by the selected maternity ward in Provincial Hospital in Bielsko-Biala. Customer Satisfaction Index （CSI） method was used for analysis.
