Sources of generalized versus issue-specific dis/satisfaction in service channels of distribution: a review and comparative investigation

Article Abstract:

The origins of satisfaction and dissatisfaction between service providers and service recipients were analyzed under a health care channel setting. In terms of private physicians channel, issue-specific satisfaction and dissatisfaction judgements are more complicated than their generalized counterparts due mainly to its traditional image. In contrast, walk-in clinics channel has more complicated generalized satisfaction and dissatisfaction judgements since aside from its nonconventional image, such channel does not promote a close customer-supplier relationship.

Consumer Behavior

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Justice strategy options for increased customer satisfaction in a services recovery setting

Article Abstract:

This market research focuses on customer satisfaction related to the influence of justice in a hotel setting. Videos of various problem situations and their resolutions formed the basis of the satisfaction ratings gathered. Results indicate a two-way interaction between type of compensation and adherence to policy. Customers were more satisfied with compensation, even tokens such as drink vouchers, than with favors provided by hotel staff.

Statistical Data Included, Methods, Polling Data

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How habit and satisfaction affects players retention for online gambling

Article Abstract:

A study is conducted on online gambling customers to examine the ability of customer satisfaction to explain and predict actual customer retention for gambling.

Science & research, Customer loyalty

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