Metrika

  • citati u SCIndeksu: [2]
  • citati u CrossRef-u:[43]
  • citati u Google Scholaru:[]
  • posete u poslednjih 30 dana:32
  • preuzimanja u poslednjih 30 dana:32

Sadržaj

članak: 1 od 1  
2012, vol. 7, br. 1, str. 25-36
Ostvarena vrednost, kvalitet usluge, korporativni imidž i lojalnost kupaca - empirijska istraživanja iz Pakistana
Department of Management Sciences, Global Institute, Lahore, Pakistan

e-adresaishtiaq_042@yahoo.com
Sažetak
Moderna ekonomija je ekstremno servisno orijentisana, pomerajući paradigmu marketinških istraživanja ka uslugama (Carrillat, Jaramillo, & Mulki 2007). Korporativni imidž, ostvarena vrednost i kvalitet usluga dobija ogromni značaj među istraživačima koji se bave strategijom osvajanja poverenja kupaca. U tom smislu, ovo istraživanje ima za cilj da odredi polazne uslove za zadovoljstvo kupaca u telekomunikacionom sektoru pakistana. Podaci su sakupljeni od korisnika mobilnih telefona preko anketnih listova. Pottom je primenjena 'stepwise' regresiona analiza u cilju testiranja polaznih hipoteza. Ova studija može pomoći menadžmentu telekomunikcaionih kompanija u razvoju strategija orijentisanih ka kupcu. Dobijanje uvida u značaj korporativnog imidža, ostvarene vrednosti i kvaliteta usluga za izgradnju lojalnosti kupaca, ovo je istraživanje prvo ove vrste u telekomunikacionom sektoru Pakistana.
Reference
Anderson, R.E., Srinivasan, S.S. (2003) E-satisfaction and e-loyalty: A contingency framework. Psychology and Marketing, 20(2): 123-138
Andreassen, T.W., Lindestad, B. (1998) Customer loyalty and complex services: The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise. International Journal of Service Industry Management, 9(1): 7-23
Anton, C., Camarero, C., Carrero, M. (2007) The mediating effect of satisfaction on consumers' switching intention. Psychology and Marketing, 24(6): 511-538
Aydin, S., Ozer, G. (2005) The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market. European Journal of Marketing, 39(7/8): 910-925
Balabanis, G., Reynolds, N., Simintiras, A. (2006) Bases of e-store loyalty: Perceived switching barriers and satisfaction. Journal of Business Research, 59(2): 214-224
Ball, D., Coelho, P.S., Vilares, M.J. (2006) Service personalization and loyalty. Journal of Services Marketing, 20(6): 391-403
Barich, H., Kotler, P. (1991) A framework for marketing image management. Sloan Manage Rev, 32(2): 94-104
Bauer, H.H., Falk, T., Hammerschmidt, M. (2006) eTransQual: A transaction process-based approach for capturing service quality in online shopping. Journal of Business Research, 59(7): 866-875
Bell, S.J., Auh, S., Smalley, K. (2005) Customer Relationship Dynamics: Service Quality and Customer Loyalty in the Context of Varying Levels of Customer Expertise and Switching Costs. Journal of the Academy of Marketing Science, 33(2): 169-183
Bishop, W.R.Jr. (1984) Competitive intelligence. Progressive Grocer, 63(3), str. 19-20
Bloemer, J., de Ruyter, K. (1998) On the relationship between store image, store satisfaction and store loyalty. European Journal of Marketing, 32(5/6): 499-513
Bolton, R., Drew, J. (1991) A multistage model of consumer assessments of service quality and value. Journal of Consumer Research, 17(4): 375
Burnham, T.A., Frels, J.K., Mahajan, V. (2003) Consumer Switching Costs: A Typology, Antecedents, and Consequences. Journal of the Academy of Marketing Science, 31(2): 109-126
Chebat, J., Slusarczyk, W. (2005) How emotions mediate the effects of perceived justice on loyalty in service recovery situations: An empirical study. Journal of Business Research, 58(5): 664-673
Cronin, J., Brady, M., Hult, G. (2000) Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2): 193-218
Dick, A.S., Basu, K. (1994) Customer Loyalty: Toward an Integrated Conceptual Framework. Journal of the Academy of Marketing Science, 22(2): 99-113
Egan, J. (2004) Relationship marketing: Exploring relational strategies in marketing. Harlow, England: Prentice Hall
Eggert, A., Ulaga, W. (2002) Customer perceived value: A substitute for satisfaction in business markets. Journal of Business and Industrial Marketing, 17(2/3), str. 107-118
Fazio, R. (1989) On the power and functionality of attitudes: The role of attitude accessibility: Attitude, structure and function. Hillside: Erlbaum
Gerpott, T.J., Rams, W., Schindler, A. (2001) Customer retention, loyalty, and satisfaction in the German mobile cellular telecommunications market. Telecommunications Policy, 25(4): 249-269
Gruen, T.W., Osmonbekov, T., Czaplewski, A.J. (2006) eWOM: The impact of customer-to-customer online know-how exchange on customer value and loyalty. Journal of Business Research, 59(4): 449-456
Guo, L., Xiao, J.J., Tang, C. (2009) Understanding the psychological process underlying customer satisfaction and retention in a relational service. Journal of Business Research, 62(11): 1152-1159
Hauser, J.R., Wernerfelt, B. (1990) An Evaluation Cost Model of Consideration Sets. Journal of Consumer Research, 16(4): 393
Heide, J.B., Weiss, A.M. (1995) Vendor Consideration and Switching Behavior for Buyers in High-Technology Markets. Journal of Marketing, 59(3): 30
Heskett, J.L., Jones, T.O., Loveman, G.W., Sasser, W.E., Schlesinger, L.A. (1994) Putting the service-profit chain to work. Harvard Business Review, March-April, str. 164-174
Hogan, J.E., Lemon, K.N., Libai, B. (2003) What Is the True Value of a Lost Customer?. Journal of Service Research, 5(3): 196-208
Hsu, H. (2006) An empirical study of web site quality, customer value, and customer satisfaction based on e-shop. Business Review, 5(1), str. 190-193
Ibanez, V.A., Hartmann, P., Calvo, P.Z. (2006) Antecedents of customer loyalty in residential energy markets: Service quality, satisfaction, trust and switching costs. Service Industries Journal, 26(6): 633-650
Jackson, B.B. (1985) Winning and keeping industrial customers, the dynamics of customer relationships. Toronto: Lexington Books
Jones, M.A., Reynolds, K.E., Mothersbaugh, D.L., Beatty, S.E. (2007) The Positive and Negative Effects of Switching Costs on Relational Outcomes. Journal of Service Research, 9(4): 335-355
Jones, M.A., Mothersbaugh, D.L., Beatty, S.E. (2000) Switching barriers and repurchase intentions in services. Journal of Retailing, 76(2): 259-274
Jones, M.A., Mothersbaugh, D.L., Beatty, S.E. (2002) Why customers stay: Measuring the underlying dimensions of services switching costs and managing their differential strategic outcomes. Journal of Business Research, 55(6): 441-450
Kelley, L.L., Gilbert, D., Mannicom, R. (2003) How e-CRM can enhance customer loyalty. Marketing Intelligence and Planning, vol. 21, No 4, pp 239-248
Khatibi, A.A., Ismail, H., Thyagarajan, V. (2002) What drives customer loyalty: An analysis from the telecommunications industry. Journal of Targeting, Measurement and Analysis for Marketing, 11(1): 34-44
Lai, F., Griffin, M., Babin, B.J. (2009) How quality, value, image, and satisfaction create loyalty at a Chinese telecom. Journal of Business Research, 62(10): 980-986
Lai, T.L. (2004) Service Quality and Perceived Value's Impact on Satisfaction, Intention and Usage of Short Message Service (SMS). Information Systems Frontiers, 6(4): 353-368
Lam, S.Y., Shankar, V., Erramilli, K.M., Murthy, B. (2004) Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context. Journal of the Academy of Marketing Science, 32(3): 293-311
Landrum, H., Prybutok, V.R. (2004) A service quality and success model for the information service industry. European Journal of Operational Research, 156(3): 628-642
Lee, J., Lee, J., Lawrence, F. (2001) The impact of switching costs on the customer satisfaction-loyalty link: Mobile phone service in France. Journal of services marketing, 15(1), 35-48
Lee, Y., Lee, Ch., Lee, S., Babin, B. (2008) Festivals capes and patrons' emotions, satisfaction and loyalty. Journal of Business Research, 61. 56-64
Lin, C.H., Sher, P.J., Shih, H.Y. (2005) Past progress and future directions in conceptualizing customer perceived value. International Journal of Service Industry Management, 16(3/4), str. 318-336
Lin, H., Wang, Y. (2006) An examination of the determinants of customer loyalty in mobile commerce contexts. Information & Management, 43(3): 271-282
Liu, A.H., Leach, M.P., Bernhardt, K.L. (2005) Examining customer value perceptions of organizational buyers when sourcing from multiple vendors. Journal of Business Research, 58(5): 559-568
Mattila, A. (1999) Culture in evaluation services. Journal of Service Research, 1(3), 250-261
Mcmullan, R., Gilmore, A. (2008) Customer loyalty: An empirical study. European Journal of Marketing, 42(9/10): 1084-1094
Nguyen, N., Leblanc, G. (2001) Corporate image and corporate reputation in customers' retention decisions in services. Journal of Retailing and Consumer Services, 8(4): 227-236
Oliva, T.A., Oliver, R.L., Macmillan, C. (1992) A catastrophe model for developing service satisfaction strategies. Journal of Marketing, 56(3): 83
Oliver, R.L. (1999) Whence Consumer Loyalty?. Journal of Marketing, 63: 33
Parasuraman, A., Zeithaml, V.A., Berry, L.L. (1988) SERVQUAL: A multiple item scale for measuring consumer perceptions of service quality. Journal of Retailing, vol. 64(1), str. 12-40
Park, J., Robertson, R., Wu, C. (2006) Modelling the Impact of Airline Service Quality and Marketing Variables on Passengers: Future Behavioural Intentions. Transportation Planning and Technology, 29(5): 359-381
Patterson, P.G., Smith, T. (2003) A cross-cultural study of switching barriers and propensity to stay with service providers. Journal of Retailing, 79(2): 107-120
Petrick, J.F. (2002) Development of a multi-dimensional scale for measuring the perceived value of a service. Journal of Leisure Research, 34(2), str. 119-134
Reichheld, F.F., Teal, T. (1996) The loyalty effect the hidden force behind growth, profits and lasting value. Boston: Harvard Business School Press
Rust, Z.V., Lemon, K. (2000) Driving customer equity. Boston: Free Press
Santos, J. (2003) E-service quality: A model of virtual service quality dimensions. Managing Service Quality, 13(3): 233-246
Seiders, K., Voss, G.B., Grewal, D., Godfrey, A.L. (2005) Do Satisfied Customers Buy More? Examining Moderating Influences in a Retailing Context. Journal of Marketing, 69(4): 26-43
Sirdeshmukh, D., Singh, J., Sabol, B. (2002) Consumer trust, value, and loyalty in relational exchanges. Journal of Marketing, 66(1): 15-37
Souiden, N., Kassim, N.M., Hong, H. (2006) The effect of corporate branding dimensions on consumers' product evaluation: A cross-cultural analysis. European Journal of Marketing, 40(7/8): 825-845
Tsai, H., Huang, H., Jaw, Y., Chen, W. (2006) Why on-line customers remain with a particular e-retailer: An integrative model and empirical evidence. Psychology and Marketing, 23(5): 447-464
Turel, O., Serenko, A. (2006) Satisfaction with mobile services in Canada: An empirical investigation. Telecommunications Policy, 30,(5/6),314-331
Velimirović, D., Velimirović, M., Stanković, R. (2011) Uloga i značaj merenja ključnih indikatora performansi (KPI). Serbian Journal of Management, vol. 6, br. 1, str. 63-72
Wang, Y., Lo, H., Yang, Y. (2004) An Integrated Framework for Service Quality, Customer Value, Satisfaction: Evidence from China's Telecommunication Industry. Information Systems Frontiers, 6(4): 325-340
Wieringa, J.E., Verhoef, P.C. (2007) Understanding Customer Switching Behavior in a Liberalizing Service Market: An Exploratory Study. Journal of Service Research, 10(2): 174-186
Woodruff, R.B. (1997) Customer value: The next source for competitive advantage. Journal of the Academy of Marketing Science, 25(2): 139
Yang, Z., Peterson, R.T. (2004) Customer perceived value, satisfaction, and loyalty: The role of switching costs. Psychology and Marketing, 21(10): 799-822
Yi, Y., Gong, T. (2008) The electronic service quality model: The moderating effect of customer self-efficacy. Psychology and Marketing, 25(7): 587-601
Yoo, D.K., Park, J.A. (2007) Perceived service quality: Analyzing relationships among employees, customers, and financial performance. International Journal of Quality & Reliability Management, 24(9): 908-926
Zeithaml, V., Parasuram, A., Berry, L. (1996) The behavioral consequences of service quality. Journal of Marketing, 60: 31-46
 

O članku

jezik rada: engleski
vrsta rada: neklasifikovan
DOI: 10.5937/sjm1201025I
objavljen u SCIndeksu: 21.02.2012.

Povezani članci

Nema povezanih članaka