The value of treating customer satisfaction (CS) as a marketing objective began to be
questioned in the 1990s. Achieving customer delight (CD) was the suggested alternative …

With the rise of the sharing economy, Airbnb has become the predominant example of the
online peer-to-peer accommodation market in the hospitality industry. This study adopts a …

Our newly digital world is generating an almost unimaginable amount of data about all of us.
Such a vast amount of data is useless without plans and strategies that are designed to cope …

This research aims to determine the relationship between the quality of airline service
attributes and overall satisfaction. Although a number of relevant studies have reported a …

Practitioners utilise customer feedback metrics (CFM's) to monitor business performance.
However, the influence of CFM's on firm performance has been ignored. Thus, this paper …

This paper investigates the relative effects of customer positive versus negative emotions on
satisfaction and loyalty in a utilitarian service setting. In-depth interviews with 20 call-center …

This study systematically compares different customer feedback metrics (CFMs)–namely
customer satisfaction, the Net Promoter Score, and the Customer Effort Score–to test their …

In business markets, the long-term nature of relationships may prompt parties to conduct
“business as usual,” but negative critical incidents (CIs) can cause a destabilization of these …

To support managerial practice and help improve analytical models in retailing, this article
extends the literature on processes in the psychological chain of effects from perceived …

Purpose–This paper aims to examine the mediating role of attitudinal loyalty in the
relationship between satisfaction and customer behavioral intentions such as willingness to …