Abstract: Complaints today have the ability to retain
customer loyalty using state of the art systems and strategies
in customer relationship management to analyze and respond
to a plethora of customer perception. The Majority of
companies are not aware of the beneficiary utilization of
customer complaints for the sake of quality improvements.
Also, some companies have problems determining how
resolution of complaints can be profitable. In this study, we
will define the problems and ascertain the importance of
customer management system on the companies. Furthermore,
we will determine the impact of such a system on efficiency,
confidence, profitability and customer complaints. Eventually,
we will develop methods and address the issues. In this paper,
we used an open-ended questionnaire and distributed that to
30 randomly chosen respondents which were the passengers in
an airport. We also define three hypotheses for our study and
we will validate each of them. Then using frequency, Chi-
Square and quality control method we optimized the size of
customers- negative feedback and improved the process of
customer retention.
Abstract: Tourism researchers have recently focused on repeat visitation as a part of destination loyalty. Different models have also considered satisfaction as the main determinant of revisit intention, while findings in many studies show it as a continuous issue. This conceptual paper attempts at evaluating recent empirical studies on satisfaction and revisit intention. Based on limitations and gaps in recent studies, the current paper suggests a new model that would be more comprehensive than those in previous studies. The new model offers new relationships between antecedents (destination image, perceived value, specific novelty seeking, and distance to destination) and both of satisfaction and revisit intention. Revisit intention in turn is suggested to be measured in a temporal approach.
Abstract: This paper investigates the structure and content of the
wine lists in upscale restaurants in Portugal (N=61). The respondents
considered that a wine list should be easy to use and to modify, welldesigned,
modern and varied. Respondents also stated that they
perform on average 6 revisions to the wine list per year. The
restaurant owner, the restaurant manager and the sommelier were the
main persons in charge of the wine list design. One of the most
important reasons for selecting wines across most restaurants was to
‘complement the menu’ and ‘pairing food with wine’. Restaurants
also reported to be relatively independent from suppliers and
magazine evaluations. Moreover, this work revealed that the
restaurant wine list is considered by restaurateurs as a strategic tool to
sell wine as a complement to the menu, to improve customer
satisfaction and loyalty, to increase restaurant value and to enhance a
successful positioning.
Abstract: The aim of this research is to develop the
understanding of corporate social responsibility (CSR) from
consumers- perspective toward Thai mobile service providers.
Based on the survey from 400 mobile customers, the result
shows that four dimensions of CSR of Thai mobile service
providers consist of economic, legal, ethical and philanthropic
responsibility. These four CSR factors have positive impacts
on enhancing customer satisfaction except one item of
economic responsibility - profitability to shareholders. Ethical
dimension has the strongest impact on customer satisfaction.
Economic, legal, ethical, philanthropic responsibility and
customer satisfaction have major impact on loyalty, whilst
philanthropic component mostly affects loyalty.
Abstract: The main purpose of this study is to analyze the
feelings of tourists for the service quality of the bikeway. In addition,
this study also analyzed the causal relationship between service
quality and satisfaction to visitor-s lane loyalty. In this study, the Ya
Tam San bikeway visitor-s subjects, using the designated convenience
sampling carried out the survey, a total of 651 questionnaires were
validly. Valid questionnaires after statistical analysis, the following
findings: 1. Visitor-s lane highest quality of service project: the routes
through the region weather pleasant. Lane "with health and sports," the
highest satisfaction various factors of service quality and satisfaction,
loyal between correlations exist. 4. Guided tours of bikeways, the
quality of the environment, and modeling imagery can effectively
predict visitor satisfaction. 5. Quality of bikeway, public facilities,
guided tours, and modeling imagery can effectively predict visitor
loyalty. According to the above results, the study not only makes
recommendations to the government units and the bicycle industry,
also asked the research direction for future researchers.
Abstract: With previous studies that examined the importance
of functional store image and CSR, this study is aimed at examining
their effects in the self-congruity model in influencing store loyalty.
In particular, this study developed and tested a structural model in the
context of retailing industry on the self-congruity theory. Whilst
much of the self-congruity studies have incorporated functional store
image, there has been lack of studies that examined social
responsibility image of retail stores in the self-congruity studies.
Findings indicate that self-congruity influence on store loyalty was
mediated by both functional store image and social responsibility
image. In influencing store loyalty, the findings have shown that
social responsibility image has a stronger influence on store loyalty
than functional store image. This study offers important findings and
implications for future research as it presents a new framework on
the importance of social responsibility image.
Abstract: Innovation is being view from four areas of
innovation, product, service, technology, and marketing. Whereas
customer loyalty is composed of customer expectation, perceived
quality, perceived value, corporate image, customer satisfaction,
customer trust/confidence, customer commitment, customer
complaint, and customer loyalty. This study aimed to investigate the
influence of innovation factors to customer loyalty to GSM in the
telecom companies where use of products and services. Structural
Equation Modeling (SEM) using to analyze innovation factors. It was
found the factor of innovation have significant influence on customer
loyalty.
Abstract: As a company competitiveness depends more and more on the relationship with its stakeholders, the topic of companystakeholder fit is becoming increasingly important. This fit affects the extent to which a stakeholder perceives CSR company commitment, values and behaviors and, therefore, stakeholder identification in a company and his/her loyalty to it. Consequently, it is important to measure the alignment or the gap between stakeholder CSR demands, values, preferences and perceptions, and the company CSR disclosed commitment, values and policies. In this paper, in order to assess the company-stakeholder fit about corporate responsibility, an innovative CSR fit positioning matrix is proposed. This matrix is based on the measurement of a company CSR disclosed commitment and stakeholder perceived and required commitment. The matrix is part of a more complex methodology based on Global Reporting Initiative (GRI) indicators, content analysis and stakeholder questionnaires. This methodology provides appropriate indications for helping companies to achieve CSR company-stakeholder fit, by leveraging both CSR commitment and communication. Moreover, it could be used by top management for comparing different companies and stakeholders, and for planning specific CSR strategies, policies and activities.
Abstract: This study examined the underlying dimensions of
brand equity in the chocolate industry. For this purpose, researchers
developed a model to identify which factors are influential in
building brand equity. The second purpose was to assess brand
loyalty and brand images mediating effect between brand attitude,
brand personality, brand association with brand equity. The study
employed structural equation modeling to investigate the causal
relationships between the dimensions of brand equity and brand
equity itself. It specifically measured the way in which consumers’
perceptions of the dimensions of brand equity affected the overall
brand equity evaluations. Data were collected from a sample of
consumers of chocolate industry in Iran. The results of this empirical
study indicate that brand loyalty and brand image are important
components of brand equity in this industry. Moreover, the role of
brand loyalty and brand image as mediating factors in the intention of
brand equity are supported. The principal contribution of the present
research is that it provides empirical evidence of the
multidimensionality of consumer based brand equity, supporting
Aaker´s and Keller´s conceptualization of brand equity. The present
research also enriched brand equity building by incorporating the
brand personality and brand image, as recommended by previous
researchers. Moreover, creating the brand equity index in chocolate
industry of Iran particularly is novel.
Abstract: Brand loyalty is a strategic asset of the company. In
the era of competition to have loyal customers decides on the market
superiority of enterprises. Creating the loyalty of buyers, however, is
a lengthy process and requires the appropriate business strategy,
preceded by the proper market research. The purpose of the paper is
to present the concept of brand loyalty, the creation of loyalty of
customers, the benefits and determinants of loyalty on the example of
brewery market in Poland.
Abstract: In the present Jordan hotels scenario, service quality is
a vital competitive policy to keep customer support and build great
base. Hotels are trying to win customer loyalty by providing enhanced
quality services. This paper attempts to examine the impact of tourism
service quality dimension in the Jordanian five star hotels. A total of
322 surveys were administrated to tourists who were staying at three
branches Marriott hotel in Jordan. The results show that dimensions of
service quality such as empathy, reliability, responsiveness and
tangibility significantly predict customer loyalty. Specifically, among
the dimension of tourism service quality, the most significant predictor
of customer loyalty is tangibility. This paper implies that five star
hotels in Jordan should also come forward and try their best to present
better tourism service quality to win back their customers- loyalty.
Abstract: Telecommuting has become an increasingly popular
work arrangement. However, little research has examined the impact
of telecommuting on the relationship between employees and the
organization. This study aims to shed light on this aspect by
comparing the loyalty of telecommuters and non telecommuters as it
can be viewed from three angles: organizational loyalty, peer loyalty,
and professional loyalty. Furthermore, this paper will explore the
dynamics among employee loyalty, productivity, and job
satisfaction. Whereas previous studies had looked on employees that
are not fully telecommuting, the current study concentrates on
employees that are exclusively working from home.
Abstract: For any country the project management has been a
vital part for its development. The highly competitive business world
has created tremendous pressure on the project managers to achieve
success. The pressure is derived from survival and profit building in
business organizations which compels the project managers to pursue
unethical practices. As a result unethical activities in business
projects can be found easily where situations or issues arise due to
dubious business practice, high corruption, or absolute violation of
the law. The recent spur on Commonwealth games to be organized in
New Delhi indicates towards the same. It has been seen that the
project managers mainly focus on cost, time, and quality rather than
social impact and long term effects of the project. Surprisingly the
literature as well as the practitioner-s perspective also does not
identify the role of ethics in project success. This paper identifies
ethics as the fourth most important dimension in the project based
organizations. The paper predicts that the approach of considering
ethics will result in sustainability of the project. It will increase
satisfaction and loyalty of the customers as well as create harmony,
trust, brotherhood, values and morality among the team members.
This paper is conceptual in nature as inadequate literature exists
linking the project success with an ethical approach.
Abstract: The objective of this study is to identify the factors
that influence the online purchasing loyalty for Thai herbal products.
Survey research is used to gather data from Thai herb online
merchants to assess factors that have impacts on enhancing loyalty.
Data were collected from 300 online customers who had experience
in online purchasing of Thai Herbal products. Prior experience
consists of data from previous usage of online herbs, herb purchase
and internet usage. E-Quality data consists of information quality,
system quality, service quality and the product quality of Thai herbal
products sold online. The results suggest that prior experience, Equality,
attitude toward purchase and trust in online merchant have
major impacts on loyalty. The good attitude and E-Quality of
purchasing Thai herbal product online are the most significant
determinants affecting loyalty.
Abstract: This research aimed to study the competency of health
and wellness hotels and resorts in developing use the local natural
resources and wisdom to conform to the national health and wellness
tourism (HWT) strategy by comparing two independent samples,
from Aumpur Muang, Ranong province and Aumpur Muang,
Chiangmai province. And also study in the suggestive direct path to
lead the organization to the sustainable successful.
This research was conduct by using mix methodology; both
quantitative and qualitative data were used. The data of competency
of health and wellness hotels and resorts (HWHR) in developing use
the local natural resources for HWT promoting were collected via
300 set of questionnaires, from 6 hotels and resorts in 2 areas, 3
places from Aumpur Muang, Ranong province and another 3 from
Aumpur Muang, Chiangmai province.
Thestudy of HWHR’s competency in developing use the local
natural resources and wisdom to conform to the national HWT
strategycan be divided into fourmain areas, food and beverages
service, tourism activity, environmental service, and value adding.
The total competency of the Chiangmai sample is importantly
scoredp. value 0.01 higher than the Ranong one while the area of
safety, Chiangmai’s competency is importantly scored 0.05 higher
than the Ranong’scompetency. Others were rated not differently.
Since Chiangmai perform better, then it can be a role model in
developing HTHR or HWT destination.
From the part of qualitative research, content analysis of business
contents and its environments were analyzed. The four stages of
strategic development and plans, from the smallest scale to the largest
scale such a national base were discussed. The HWT: Evolution
model and strategy for lodging Business were suggested. All those
stages must work harmoniously together. The distinctive result
illustrates the need of human resource development as the key point
to create the identity of Thainess on Health and wellness service
providing. This will add-on the value of services and differentiates
ourselves from other competitors. The creative of Thailand’s health
and wellness brand possibly increase loyalty customers which agreed
to be a path of sustainable development.