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  • About
  • The Global ETD Search service is a free service for researchers to find electronic theses and dissertations. This service is provided by the Networked Digital Library of Theses and Dissertations.
    Our metadata is collected from universities around the world. If you manage a university/consortium/country archive and want to be added, details can be found on the NDLTD website.

Design for affect: emotional and behavioral consequences of the tradeoffs between hedonic and utilitarian attributes

Chitturi, Ravindra 28 August 2008 (has links)
Not available / text

An empirical investigation of the determinants of consumer satifaction

Martin, Neale J. 12 1900 (has links)
No description available.

Modeling the process of satisfaction formation: towards a contingency perspective

Wang, Cheng, Marketing, Australian School of Business, UNSW January 2007 (has links)
Consumer satisfaction is a central topic in marketing. In the literature, a variety of conceptual models have been developed to capture the satisfaction formation process, with the dominant framework being the disconfirmation paradigm. However, despite its widespread acceptance and support, there is still a lack of clarity, especially regarding the role and relative importance of perceived performance in determining satisfaction. It has been suggested that satisfaction research has advanced into a stage where potential moderator variables need to be examined in order to explain previous mixed findings. The current research proposes a contingency model of the satisfaction formation process, which posits that the nature of the relationships between satisfaction and its two key antecedents (i.e., perceived performance and disconfirmation) is contingent on one situational moderator (ambiguity) and two individual moderators (experience and involvement). Empirical testing of the model is in the form of a cross-sectional survey in China's mobile phone services industry using a convenience student sample obtained from one Chinese university. The results show that both disconfirmation and perceived performance have a direct impact on satisfaction under conditions of low experience or high involvement, whereas satisfaction is solely determined by perceived performance in situations of high experience or low involvement. In addition, the results also support a joint moderator influence of ambiguity and experience on the relationships between satisfaction and its antecedents, which is especially true in the case of high ambiguity and low experience.

An empirical investigation of client perceived value for professional B2B services in an international context

La, Vinh Quang, Marketing, Australian School of Business, UNSW January 2005 (has links)
In today???s highly competitive business environment, client perceived value has become increasingly important to practitioners and business researchers as it is believed to be central to client decision-making, satisfaction and client retention. However, there are few insights as to what constitutes client perceived value and what are its antecedents, especially in the context of international, professional business-to-business (B2B) services. This study thus addressed two key questions: (i) what are the antecedents of client perceived value in an international, professional B2B service setting?; and (ii) how do these determinants influence client perceived performance and value under different contingency conditions (e.g., perceptions of country-oforigin (COO) and client experience)? The research was undertaken in two phases: Phase 1 included a literature review covering services marketing, international marketing, resource-based theory, contingency theory as well as an exploratory research amongst eight dyadic case studies. The objectives were to identify the key variables that contribute to client perceived performance and value; to fine tune the key constructs adopted from the literature; and to verify the linkage between the resource-based view (RBV) of a firm and client perceived value. By drawing on the theories mentioned above, and the results from the exploratory research, a conceptual model and a series of hypotheses were developed. The data used to test the model in Phase 2 was collected from 218 client firms in both Malaysia and Thailand. The data was collected through a mail survey with a net response rate of 32.9%, and was analysed via structural equation modelling, regression analysis and subgroup analysis. The results show that the key antecedents of perceived performance which in turn drives client value, included technical skills, customer orientation, innovation and firm reputation. The findings also suggest that COO moderates the relationships between these antecedents and perceived performance, while client experience moderates the association between perceived performance and value. The results provide a better understanding of value perceived by the B2B clients in an international setting. The academic contributions of this thesis are: the linkage of RBV and the services paradigm in an international context; the understanding of client perceived value and its antecedents; and the establishment of metric equivalence of measures employed across two countries (Malaysia and Thailand). Finally, the managerial contributions include guidance for exporting firms in terms of resource allocation to achieve competitive advantage; utilising the COO effect in promotion; and managing client value perceptions in international markets.

The relationships among value congruence, trust and behavioral intentions in e-business

Cazier, Joseph Abram. January 2004 (has links) (PDF)
Thesis (Ph.D.)--Arizona State University, 2004. / Includes bibliographical references (leaves [99]-109).

A model of tenant's satisfaction in property management services in Hong Kong /

Lam, Ka-man. January 2007 (has links)
Thesis (M. Hous. M.)--University of Hong Kong, 2008. / Includes bibliographical references.

Analytical CRM developing and maintaining profitable customer relationships in non-contractual settings /

Wübben, Markus. January 1900 (has links)
Dissertation, Technishce Universitat München, 2008. / Includes bibliographical references.

How customer attributes affect retention, loyalty intention and satisfaction for continuously provided services /

Zhang, Terence Yongtao, January 1900 (has links)
Thesis (M.Eng.) - Carleton University, 2005. / Includes bibliographical references (p. 60-63). Also available in electronic format on the Internet.

Positioning of selected Middle Eastern airlines in the South African business and leisure travel environment

Surovitskikh, Svetlana. January 2007 (has links)
Thesis (M.Com.(Tourism Management)) -- University of Pretoria, 2007. / Abstract in English. Includes bibliographical references. Available on the Internet via the World Wide Web.

Attribute-level interactivity, satisfaction, and loyalty in the online environment /

Zhao, Miao. January 2003 (has links)
Thesis (Ph. D.)--University of Rhode Island, 2003. / Typescript. Includes bibliographical references (leaves 140-147).

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