Relating e-satisfaction to behavioral outcomes: an empirical study

Article Abstract:

Research on customer behavior indicates that models that delineate offline customer satisfaction antecedents and consequences are also applicable to online settings. Web site characteristics were found to significantly influence customer behavior, while customer service influenced retention and referral outcomes only. Other findings are included.

On-Line Information Services, Videotex & Teletext, Telegraph & other communications, Consumer Behavior, Online services, Internet services, Cable television/data services, Consumer behaviour

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The influence of mass communication and time on satisfaction and loyalty

Article Abstract:

Customer satisfaction and loyalty were tested at two time intervals, once immediately after customers received a service and then one year later, and also tested after exposure to mass communication. Findings show that loyalty and satisfaction declined over time, but no variation in the change of satisfaction were found.

Market Research, Market Research & Product Development, Methods, Marketing research

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The impact of structure and process attributes on satisfaction and behavioral intentions

Article Abstract:

Research on 635 healthcare service consumers show that satisfaction with process and structure attributes significantly influence global satisfaction, which in turn drives both intention to return and intention to recommend.

Management dynamics, HEALTH SERVICES, Quality Control Management, Management, Health care industry, Influence, Quality control, Customer loyalty, Company business management

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