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Xin Tian, Ina Vertommen, Lydia Tsiami, Peter van Thienen and Sotirios Paraskevopoulos
Most water utilities have to handle a substantial number of customer complaints every year. Traditionally, complaints are handled by skilled staff who know how to identify primary issues, classify complaints, find solutions, and communicate with customer...
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?tefan Markulik, Jozef Petrík, Marek ?olc, Peter Bla?ko, Pavol Palfy, Andrea Sütoová and Lenka Girmanová
Industries demand that their products are high quality with the least number of defects due to the rapid improvement in manufacturing technology. Quality is a critical criterion for evaluation in manufacturing firms. The production of a final product tha...
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Inda Premordia,Timea Gál
Pág. 49 - 57
The advent of Web 2.0 has encouraged restaurant customers to post online reviews, and oftentimes, not in favor of the company. When a service failure occurs, the customer may voice their complaints publicly online. The company, on the other hand, has the...
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Army Justitia,Rini Semiati,Nadhila Ramadhini Ayuvinda
Pág. 85 - 92
Background: High number of complaints that have been filed about the performance of online taxi services has prompted research on customer satisfaction factor analysis. Substantial research has addressed customer satisfaction factors in online taxi servi...
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Abdulvahap BAYDAS, Murat BAYAT, Mehmet Emin YASAR
Pág. 370 - 404
Mobile marketing has introduced significant changes to the business world, making it easier to access personalized messages at any time and place. This research was conducted to determine the factors that affect consumer choice for mobile marketing appli...
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Aihie Osarenkhoe,Mabel Birungi Komunda,Jotham Mbiito Byarugaba
Pág. 197 - 208
Aims to examine the mediating role of service quality in customer complaint behaviour and customer loyalty. Adopts a quantitative cross-sectional research design and uses the MedGraph program, Sobel tests and the Baron and Kenny method to test for mediat...
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Seon-Ha Chae, Do-Hwan Kim, Doo Yong Choi, Cheol-Ho Bae
Pág. 1 - 11
Water quality complaints related to particulate matter and discolored water can be troublesome for water utilities in terms of follow-up investigations and implementation of appropriate actions because particulate matter can enter from a variety of sourc...
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Andrey S. Mikhaylov,Anna A. Mikhaylova
Pág. 221 - 226
Customer complaint behaviour is an unlikely predictable sequence of actions and reactions a person goes through in case of a service failure. Yet a number of studies have raised the issue on the pattern of customer complaint behaviour and have even revea...
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Lea Heinrich, Wolfgang H. Schulz, Isabella Geis
Pág. 269 - 271
Transport systems are marked by a strong path dependency due to habits, infrastructure, and market rigidities. This path dependency result is challenging for innovative solutions as they face unexpected barriers, but also abrupt acceleration once the bar...
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Krishna Murari
This study makes an attempt to measure the customer satisfaction level based on service quality asperceived by air travelers among five Indian domestic airlines. Service quality attributes included inthe study are Ticket booking experience; Check-in proc...
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