This paper presents an analysis of price and service quality effects through customer satisfaction on customer loyalty and recommendations in a business-to-business setting of mortgage credit. The research question is examined based on returned questionnaires from the largest companies in Denmark. An initial study applying LISREL does not support a full model including the five-factor structure of the SERVPERF model. The further LISREL analysis however gives statistical evidence of a recursive model that explains willingness to recommend by customer loyalty and customer satisfaction, customer loyalty by customer satisfaction and customer satisfaction by price, assurance and reliability.
This article concludes that cooperative firms' choice of interfirm consolidation and collaboration strategies can be explained by two attributes, inherent in the cooperative business form, namely, risk aversion and equity capital constraints+ Empirical data originate from the 15 largest EU dairy firms during a 5-year period~1998-2002!+ In total 198 activities are identified+ They are classified into six categories:~a! mergers,~b! acquisitions,~c! strategic share holdings,~d! joint ventures,~e! licensing, and~f ! general collaboration agreements+ It is shown that cooperative firms prefer mergers, collaboration agreements, joint ventures, and licensing+ All of these are relatively low in terms of both performance risks and relational risks, and they demand limited amounts of equity capital+ Investor-owned firms focus on take-over strategies-acquisitions and share holdings+ Other indicators of risk aversion are that cooperatives tend to collaborate with other cooperatives and that they prefer partners in their own home market+ @EconLit: Q130; P130; L200+#
Job satisfaction is frequent studied, yet few studies are concerned with how the organizational decision structure influences job satisfaction. This is despite the major trend of employing more decentralized organizational decision structures, for example, because of New Public Management (NPM). We investigate how the organizational decision structure influences the job context (role clarity and job complexity) and which influence this then has on job satisfaction. We propose a hypothesized theoretical model which we investigate by estimating a structural equation model (using LISREL) on questionnaire data from 400 Danish managers. Based on the results, we had to modify our model. The results indicate that decentralized organizational decision structures influence role clarity which in turn influences job satisfaction positively, although an alternative model indicates a direct relationship from decentralized organizational decision structure to job satisfaction. Moreover, an important factor is work pressure which influences the relationship from job complexity to job satisfaction negatively.
Neither market orientation nor the possible link to performance is easily achieved and in various countries companies may organize differently to cope with the information-processing and customer-responding challenges. Nationwide surveys in banks in Denmark, Finland, Norway, and Sweden indicate that a path to performance involves innovations such as "supported empowerment" though there are differences in the antecedents of market orientation. Thus the most distinct Scandinavian ways to improvements may be found in Sweden. Especially Swedish banks and to a lesser extent Finnish banks are upfront in their use of "the technology of customer-focusing". Nevertheless, the overall analyses based on rigorous structural equation modeling lead to the estimation of a model reflecting causal relationships which seem to be independent of nationality.
J 0 R N FLOHR NIELSEN a n d V I G G O H O S T It7 this crrticle service etzco~rr~ferpe~orr?~trr~ce is urfu/)1.sed at the job level. Frorn an organiscirior~ul change perspective fron t-line jobs and initiatives which potentiullj~ influence the service encoLtrzters ure exrrminecl in Durfish banks und loccil govenlnzent. On the brisis of surveys, front-line etnl~1o~~ee.s' percepfiorzs of the service quality delivered are cornpared cind linked to recent strucruml, edlrcational and technological initiurives in an unrrlysis ~rsit~g structural equation models with laterzt variables. The resulrs stress the importrrrzce of giving authority to the front-line enzplo~lees in both the private at~cl the p~tblic sectors. It ix urg~red that more attention sho~rld be paid to job er~richrnent and to the involvement of employees as antecedents of succe.s.f~ll clzanges.
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