Browsing by Subject "Customer satisfaction"
Now showing items 1-12 of 12
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Comparative study of supply chains across product life cycles
(Indian Institute of Management Ahmedabad, 2001-03-06) -
Dominance of affective over cognitive customer satisfaction in satisfaction-loyalty relationship in service encounters
(Indian Institute of Management, Ahmedabad, 2014)The paper reports on a study which aims to understand the role of cognitive and affective components of customer satisfaction in service encounters. The paper is structured to explore a brief synthesis of the extant ... -
Examining the influence of service quality on customer satisfaction and patronage intentions in convenience store industry
(Indian Institute of Management, Ahmedabad, 2014)This paper explores perceptions of service quality in the convenience store (c-store) industry. The study applies the extant SERVQUAL models (Parasuraman, Berry, and Zeithmal, 1988; Dabholkar, Thorpe, and Rentz, 1996) in ... -
HRD climate and customer satisfaction in Indian private banks
(Indian Journal of Industrial Relations, 2016-01)The present study examines the relationship between HRD climate and customer satisfaction. The HRD climate is conceptualized as comprising three components: general climate, OCTAPAC and HRD mechanisms. A survey based study ... -
Impact of chatbot personality on customer satisfaction
(Indian Institute of Management Ahmedabad, 2022-03-20)Chatbots are becoming increasingly prevalent in e-commerce, leading to the rise of conversational commerce – a $5.78 Bn industry. Prior research indicates that the anthropomorphic elements of a chatbot, including its ... -
Impact of digital marketing strategies: a comparative study
(Indian Institute of Management Ahmedabad, 2019)Customer satisfaction has always been widely accepted as the key driver of growth in any business. Therefore, gauging customer responses to products and services in order to understand customer sentiment is key to formulating ... -
Investigating a comparative evaluationapproach in explaining loyalty
(Emerald, 2017)Purpose–The purpose of this paper is to examine the superiority of comparative evaluation or relativeattitudinal measurement approach in which the respondent evaluates one object with direct comparison withother objects. ... -
Rebranding Star News: Managing Customer and Viewer Perceptions and Attitudes
(Indian Institute of Management, Ahmedabad, 2013) -
Study and simulation of the supply chain at Asian Paints India Ltd.
(Indian Institute of Management Ahmedabad, 2001-03-04) -
A study on urban company
(Indian Institute of Management Ahmedabad, 2020)India’s move towards a digital economy impacted every business category in some way or the other. Major drivers for this market are the growing m- commerce platform and increasing smartphone and internet penetration. ... -
Studying the employee exit process management across industries & analyzing its impact on customer satisfaction
(Indian Institute of Management Ahmedabad, 2014)Employee turnover has always been regarded as a costly phenomenon for any organization and it has been observed that some of the industries are more vulnerable towards employee turnover than others. A proper ... -
Towards Deming Prize - Case of Tata Steel
(Indian Institute of Management Ahmedabad, 2014)In this case we describe the gradual transformation of India's largest private sector steel manufacturer Tata Steel that enabled it to win the coveted Deming Prize for quality. The case discusses how the company is able ...