Managerial implications of predicting purchase behavior from purchase intentions: a retail patronage case study
Article Abstract:
Purchase intent is shown to be an inadequate tool for forecasting purchase behavior. Findings are based on distinct attitude differences between customers who exhibit strong purchase intent and then make a purchase and those who also exhibit intent but do not. Implications for service mix strategies are discussed.
Publication Name: The Journal of Services Marketing
Subject: Business
ISSN: 0887-6045
Year: 2003
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Jaycustomer behavior: an exploration of types and motives in the hospitality industry
Article Abstract:
"Jaycustomer" is defined as a customer who acts deliberately in an abusive or thoughtless way, thus creating problems for employees, companies, and/or other customers. Using critical incident technique, the activities and motives of jaycustomers are identified and analyzed, and implications are discussed.
Publication Name: The Journal of Services Marketing
Subject: Business
ISSN: 0887-6045
Year: 2004
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Critical service quality encounters on the Web: an exploratory study
Article Abstract:
The critical incident technique is used to analyze customer perceptions of Web site service quality, and assess whether similar factors contribute to low and high perceptions of quality. Customer search behavior is also analyzed.
Publication Name: The Journal of Services Marketing
Subject: Business
ISSN: 0887-6045
Year: 2004
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