Discusses ways to embed customer service learning and customer loyalty including making customers think, examining every aspect of customers' service encounters with staff, providing follow-up, making learning fun, and involving customers in your business. (JOW)

Applying a body of theory and empirical research in the study of customer loyalty drivers in the services sector, this paper sets out a number of marketing and Web site design implications for e-retailers. It then suggests several means by which e-retailers can manage customer perceptions to increase sales and develop greater customer loyalty.…

Purpose: Student loyalty is important if universities are to stay in business by recruiting and retaining satisfied students who provide positive evaluations of their university to others. The current study employed a theoretical framework established by consumer researchers to test the hypothesis that university social responsibility (USR) would…

The history of the Palestinian universities is relatively recent; however their impact on the Palestinians case and wellbeing is undeniable. Today, almost forty years later the Palestinian universities like many higher education institutions in the region and worldwide tussle to fulfil the students' demands on education while trying to maintain…

Blessed by the Internet age, many online retailers (e.g., Amazon.com) have deployed recommender systems to help their customers identify products that may be of their interest in order to improve cross-selling and enhance customer loyalty. Collaborative Filtering (CF) is the most successful technique among different approaches to generating…

Purpose: A digital branch is just like a physical branch except that content is delivered digitally via the web. A digital branch has staff, a collection, a community, and a building. The purpose of this paper is to explore the concept of building individual spaces for different user groups, specifically children, within a digital branch.…

The Internet has brought significant changes to the retail industry because it revolutionizes how information is transmitted and accessed. The main objective of this research is to enhance our understanding of people's adoption of the Internet and its implications for retail competition. This dissertation consists of two essays. The first essay…

Discusses the benefits of employee volunteerism such as enhanced brand image, increased customer loyalty, increased competitiveness, and skill building for employees. Looks at how several major corporations volunteer in their communities. (JOW)

With the intensified pace of globalization and increasing customer expectations, the higher education sector, like other economy sectors, faces increasing competition in terms of serving customers better. Service has been recognized as an effective tool for a competitive advantage. Thus, there is always a need for a more effective way of improving…

Despite the large number of studies about competences in higher education, several important gaps in research can be identified. The present paper aims to fill two of these gaps by analysing the influence of generic-academic competences on individuals' satisfaction with the learning experience, and of this satisfaction on their loyalty to their…

Surveyed business students about the role of institutional image and reputation in the formation of customer loyalty. Found that the degree of loyalty tends to be higher when perceptions of both institutional reputation and image are favorable, and that interaction between the two also influences loyalty. (EV)

Transportation costs (gas, car maintenance, public transportation, and parking) make up a large part (nearly 20 percent) of college students' living expenses. Additionally, many students face long commutes because they lack access to a reliable car and/or rely on inconvenient public transportation. Periodic car breakdowns can lead to missed…

Argues that global diversity has become a business imperative in today's business climate. Global diversity is of core importance even for companies that are considered domestic. Suggests community colleges need help in understanding their customer base and their shifting values in order to meet their needs and win customer loyalty. (NB)

This study investigated the relationships among justice dimensions (distributive, procedural, interpersonal, and informational), university image, service recovery satisfaction, and customer behavioural outcomes (trust, word of mouth, repurchase intention, and loyalty). This study adopted a cross-sectional survey approach and data were collected…

Purpose: While the role of relationship marketing to consumers' overall satisfaction with schools has been discussed in the education management literature, empirical studies on the marketing mechanisms that underpin school-customer relationships are limited. The purpose of this paper is to establish the association between market orientation (MO)…