Customer satisfaction is one of the most important concepts in economic research literature, having been the focus of countless studies. However, as economic knowledge enhances, there is a need for defining new concepts related to satisfaction, which place emphasis on different aspects: customer...

In the extensive literature on learning curves, scholars have ignored outcome measures of organizational performance evaluated by customers. We explore whether customer dissatisfaction follows a learning-curve pattern. Do organizations learn to reduce customer dissatisfaction? Customer...

This article highlights different types of service guarantees, explains the benefits of service guarantees to consumers and service providers, examines why service guarantees are so rarely used, and describes the characteristics of effective service guarantee programs. We seek to motivate...

Researchers have shown that there is a relationship between the retail environment and revenue in retail and service outlet stores, satisfaction and product selections and evaluations. A consumer's retail experience is affected by their emotional states, retail store attributes and parking...