A National Customer Satisfaction Barometer: The Swedish Experience:

TL;DR: In this article, the authors examined the relative efficacies of merchandise quality, interaction quality, price and store environment in inducing store loyalty for two customer segments of a national automotive parts and accessories retailer in the USA.

TL;DR: In this paper, the authors explored the impact of perceived service quality and self-concept on consumer attitude and purchase process using channel type (physical and Internet) as a segmentation variable and found that only two relational paths have a higher influencing effect in physical stores, and the correlations among almost all of the perspectives are stronger in Internet stores.

TL;DR: In this article, the authors examined empirically if the mere presence of an employee in a physical environment has an impact on customer affect (in terms of pleasure) and customer satisfaction.

TL;DR: In this paper, the role and influence of operational capability and competitive market drivers required for satisfying customers with innovative service that encourages customer promotion behavior in the Chinese context is studied, based on inside out and outside in strategies that include both resource based view and market priorities.

TL;DR: Porter as mentioned in this paper presents a comprehensive structural framework and analytical techniques to help a firm to analyze its industry and evolution, understand its competitors and its own position, and translate this understanding into a competitive strategy to allow the firm to compete more effectively to strengthen its market position.

TL;DR: Zimbardo et al. as discussed by the authors studied the effects of severity of initiation and high penalties for exiting from public goods (and evils) on consumer reactions to price rise and quality decline in the case of several connoisseur goods.

TL;DR: In this paper, the authors discuss the critical role of marketing in organizations and society, and propose a set of strategies for the global marketplace, including direct marketing, sales-promotion, and public-relations.

TL;DR: Defection rates are not just a measure of service quality; they are also a guide for achieving it; by listening to the reasons why customers defect, managers learn exactly where the company is falling short and where to direct their resources.