Thesis (M.S. in Contract Management)--Naval Postgraduate School, June 2003. / Thesis advisor(s): E.C. Yoder, Peter A. Parrott. Includes bibliographical references (p. 73-75). Also available online.

published_or_final_version / Business / Doctoral / Doctor of Philosophy

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Failures are common in business and lead to negative repercussions for organizations. However, through the use of explanations, firms can diminish the negative consequences of their failures. Unfortunately, researchers do not have a clear idea about why one type of explanation is better than another. The current study examined organizational explanations (including excuses, justifications, and apologies) to determine which components of these explanations work to make a difference in consumer satisfaction following a service or product failure. Results indicated that explanations that were considered believable, appropriate, considerate, and accepting of responsibility made a difference in the way consumers perceived organizations that failed them. Specifically, organizational communication that included these components were more likely to lead to an increased willingness to conduct business with an organization in the future, increased positive perceptions of company credibility, increased satisfaction with an organizational response, decreased perceptions of negativity about the failure episode, and decreased perceptions of company control over a failure than communication that did not include these components. Additionally, results showed that excuses, justifications, and apologies also functioned independently of believability, appropriateness, consideration, and responsibility to influence consumers' perceptions of their organizations. The presence of excuses led to lower perceptions of company control and higher perceptions of negativity about a failure episode. The presence of justifications led to lower perceptions of negativity and the presence of apologies led to increased perceptions of negativity. These results combined with the results from the hypotheses suggest that the hypothesized components of explanations and the form of explanations used in remedial responses both influence people's perceptions of organizations and organizational responses following complaints about a failure. / text

Submitted in fulfillment of the requirements of the Degree of Master of Technology: Marketing, Durban University of Technology, 2012. / The aim of this study is to investigate service quality at retail banks, such as Standard Bank, ABSA Bank, First National Bank and Nedbank in Durban. The four objectives of this study are set as: Firstly, to identify the level of satisfaction with customer service received from different retail banks in Durban; Secondly, to identify customers’ expectations in terms of quality services provided by retail banks; Thirdly, to ascertain the perceptions of customers towards the service provided by retail banks in Durban; Fourthly, to measure the gaps between customer expectations and perceptions of service quality, using a modified version of the SERVQUAL model. The instrument used to assess the retail bank customer’s expectation and expectations of service quality, was the SERVQUAL questionnaire, measuring expectations and perceptions according to five quality dimensions. A total of 448 students were surveyed. Quota sampling was used in this study, in order to improve representativeness. Using quota sampling involves selecting the characteristics that are required in the sample and then sampling until enough representatives of each category are achieved. Although this is a form of non-probability sampling, a quota sample can provide a good approximation to a probability sample. It means that distributing questionnaires to a certain group would be stopped after the prescribed quota is reached. Data were analysed using descriptive and inferential statistical techniques. Conclusions and recommendations were thereafter drawn from the literature and the findings of the study. The study shows that retail bank customer expectations of service quality exceeded their perceptions in the five service quality dimensions used in the SERVQUAL questionnaire. This study is also important because it will assist bank managers to convert negative perceptions to positive impressions. Consequently, customers will benefit from the improved, outstanding customer service.

The main aim of the study was to determine which measurement tool, existing or adapted, would be able to determine the levels of customer centricity within the sales channels of a specific organisation, operating in the South African financial industry. A literary study showed that in order to determine the levels of customer centricity, customer experience should be measured. Six questionnaires were administered, namely, EXQ, NPS, CES, Customer satisfaction, Word-of-Mouth and Behavioural loyalty intention. The data showed a statistical significance and a positive relationship between all the constructs within all the questionnaires except with that of CES. / MBA, North-West University, Potchefstroom Campus, 2014

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Magistro darbą sudaro trys dalys. Pirmojoje darbo dalyje pateikta ir nagrinėta elektroninės prekybos konceptas, klientų lojalumo samprata ir stadijos virtualioje aplinkoje, taip pat išskiriami veiksniai, didinantys klientų lojalumą. Pateiktas klientų lojalumo didinimo virtualioje elektroninėje prekyboje struktūrinis modelis. Antrojoje darbo dalyje. Pateikta tyrimo metodologija, tikslas ir uţdaviniai. Atlikta ankstesnių klientų lojalumo didinimo virtualioje aplinkoje tyrimų rezultatų analizė. Trečiojoje darbo dalyje atliktas klientų lojalumo elektroninėje prekyboje empirinis tyrimas ir apibendrinti jo rezultatai. Empiriškai patikrintas klientų lojalumo didinimo elektroninėje prekyboje struktūrinis modelis. Šiame darbe yra trys dalys, 22 lentelės, 13 paveikslai ir 130 literatūros šaltiniai anglų ir lietuvių kalbomis. / Customer‟s loyalty is one of the biggest concerns by companies today as loyal customers are considered extremely valuable. Most companies are trying to create and keep customer‟s loyalty. With the development of the Internet, more and more companies are finding new ways to do business. The concept of “e-loyalty” has been an area of growing interest by both companies and in the scholary literature. How to build e-loyalty has become the focus of this study. The present study empirically investigates the roles of service quality, satisfaction and trust in an e-commerce context. The main objective of this master„s work is to design increasing customer loyalty on the e-commerce theoretical model and to evaluate it empirically. The paper consists of introduction, three main parts and conclusions. The introduction begins with the analysis of topicality which is followed by definition of problem. In this part the research object, the aim of this work and objectives are formulated. This part ends with description of research method used in this work. The first part begins with the analysis of e-commerce. After that the concept of customer e-loyalty to store is defined and factors influencing e-loylaty are identified and analyzed. In this part the relationship between costumer e-loyalty and store quality dimensions, trust and satisfaction are theoretically justify. This part ends with the analysis of other researchers conceptual e-loayalty models. In the beginning of second... [to full text]