Customer satisfaction and retention in transition economies

Service quality gap analysis toward customer loyalty: practical guidelines for casino hotels

“…Technical quality refers to tangible aspects of the service. It describes ''what is delivered'' to the customers or what core product features customers receive in the service encounter (Brady and Cronin, 2001;Kotler et al, 2003;Murgulets et al, 2002). A high-quality casino must possess the required core product features, such as a good location, a variety of games, and good restaurants.…”

“…It describes how the service is delivered. More specifically, it means the interaction between employees and customers during the service encounters (Brady and Cronin, 2001;Kotler et al, 2003;Murgulets et al, 2002). According to Brady and Cronin's qualitative study (2001), there are three aspects of functional quality perceived by customers: attitude, expertise and behavior.…”

Purchasing Power: Consumer Empowerment and Adaptation to the Free Market in Russia

“…Murgulets, Eklo¨f, Dukeov, & Selivanova (2001) have employed surveys in Russia to develop a consumer satisfaction index that businesses can use to increase competitiveness. The authors' findings indicate that many Russians are increasingly satisfied with local businesses, have become more discerning about the quality of imported products, and are willing to spend more money to buy quality items for long-term purchases.…”

Correlations between external knowledge and the knowledge chain as impacting service quality

“…Improving service quality has thus become a key issue for business managers (Murgulets et al, 2001;OdekerenSchröder et al, 2001;Denguir-Rekik et al, 2009). Moreover, since service quality must be improved through finding new ways of working and service re-alignment, firms have to perform better in their knowledge processing in order to acquire the external knowledge needed to offer services subsequently that can best satisfy customers (Mittal et al, 1998;Currie and Suhomlinova, 2006).…”