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Sample records for sign loyalty oaths

  1. Panofsky Agonisters: 1950 Loyalty Oath at Berkeley; Pief navigates the crisis

    Energy Technology Data Exchange (ETDEWEB)

    Jackson, John David

    2008-08-14

    In 1949-1951 the University of California was traumatized and seriously damaged by a Loyalty Oath controversy. Wolfgang K. H. Panofsky, a young and promising physics professor and researcher at Lawrence's Radiation Laboratory, was caught up in the turmoil.

  2. Dutch medical oath

    NARCIS (Netherlands)

    Westerveld, H. E.; Briet, J. W.; Houwaart, E. S.; Legemaate, J.; Meerman, Th J. A. M.; Breetvelt, E. J.; van der Wall, E.

    2005-01-01

    In the first part of this article, the booklet Dutch Medical Oath is reviewed. The content of the new oath is discussed as are the reasons for revision of the previous version of the oath. This is followed by a short history of the oath. In the second part of the article the oath is compared with

  3. [Bioethics and the Hippocratic oath].

    Science.gov (United States)

    Kapocsi, Erzsébet; Jenei, Ilona

    2003-07-20

    Throughout the long centuries of medical activity, the Hippocratic Oath always had a distinguished place and role within the self definition of curative practice: it contains in a condensed form those ethical principles and moral norms that determine the doctors' behavior and their relationships with their patients and colleagues. The Hippocratic Oath is not the only oath but it is surely the best known and most famous one, that contains both timeless and age dependent norms. The ceremonial taking of the Oath is still a symbol of moral commitment for doctors. The millennia long adherence to the Oath perhaps suggests a timeless stature above all changes of society, but tracing its history, it becomes apparent that, though the text remained essentially the same, the interpretation is greatly influenced by the values and norms of the given age. Even so, the Oath's deontological, normative attribute has made it possible to fulfill its morally regulating role both of level of the profession and the individual, up to the middle of the 20. century. Today, however, classic, bipolar medicine has become complex and varied. Medicine and society have both undergone changes. Bioethics has appeared and become widely accepted. All this raises the question whether the Oath is still suitable for a modern statement of the moral identity of medical practitioners. Does it still have a compulsory force beyond keeping the tradition, and can its norms still be realized in practice? Both the study of texts used for the Oath in Hungarian universities, and the international proposal for modernization--together with the arguments that followed--indicate that if the traditional oath wishes to fulfill its function in the age of modern medicine, it has to adhere to the more up-to-date principles of bioethics, that better correlate with today's expectations.

  4. [The evolution of the Hippocratic oath].

    Science.gov (United States)

    Iacovelli, G

    1989-01-01

    The oath was the result of the new course of the Greek philosophy, following the thought of Anaxagoras of Clazomenes, who joined physis and techne in a rational sequence of observations. Thus, the oath lay the foundation for medical schools (relationship teacher-pupils) and for medicine (relationship physician-patient); the rules (including prohibitions) of the oath have been the rules of medicine for centuries, present in other rules, like the Constitutiones melphitanae of Frederich 2nd or the prayer of Maimonides (which is a forged manuscript, made in the XVIII century, important for the contents because it is a more modern version of an oath). Finally in recent years the World Health Organization and National Medical Councils with public declarations or deontological codes have revised the principles of medical ethics twenty-five centuries after the Hippocratic oath.

  5. The oath of Hippocrates: an historical review.

    Science.gov (United States)

    Davey, L M

    2001-09-01

    This presentation is designed to share with fellow neurosurgeons a topic, namely the oath of Hippocrates, that has been a subject of fascination to physicians, scholars, historians, and even the public for the past 2500 years. Its moral and ethical message has exhibited remarkable resiliency through the ages, in varied cultures. Although its language may appear odd, its precepts are as valid today as they were in Hippocrates' time. This can be best understood through an historical review of the oath's transmission and acceptance in different eras of western history. The longevity of the oath, however, is clearly attributable to its intrinsic merit, its high moral reverent tone, and a literary eloquence that placed Hippocrates among the best writers of antiquity. Despite the fame of its author, the oath has experienced a life of its own, from relative obscurity during the Dark Ages to reverential study since the Renaissance. Five aspects are considered in this discussion, i.e., 1) oaths in antiquity; 2) a biographical sketch of Hippocrates; 3) the chain of transmission from antiquity to modern times; 4) comments on other oaths, prayers, codes, and credos; and 5) an analysis and some personal views of the oath.

  6. [Statement of fair retribution in medical oaths].

    Science.gov (United States)

    Pérez, Marta L; Rancich, Ana M; Gelpi, Ricardo J

    2004-01-01

    to determine if Medical Oaths from different times include the statement of the physician to request from patients a fair retribution for his/her medical services. Fifty Medical Oaths found in articles and publications were analyzed. In accordance with their corresponding dates, the Oaths were grouped as ancient /medieval (12), and modern/contemporary (38). Of the fifty, only three specifically included the statement of fair retribution. Two of the three were medieval and belonged to the School of Medicine of Montpellier. The other text was modern (Amato Lusitano's Oath). Four writings showed statements regarding medical assistance to the poor. Eleven pledges indirectly stated that no earnings from other activities and/or relations were obtained. Ancient oaths emphasize fair retribution, no discrimination in medical assistance based on payment possibilities, and gain of honest earnings. Modern oaths generally do not include these topics and very few mention that the medical profession should not be exercised merely for material purposes. Despite the above, physicians should respect the limits of their obligations and should be committed to assist without discriminating, particularly without taking into consideration their patient's financial possibilities. Therefore their fees should not be excessive for the services rendered.

  7. 32 CFR 637.11 - Authority to administer oaths.

    Science.gov (United States)

    2010-07-01

    ... ENFORCEMENT AND CRIMINAL INVESTIGATIONS MILITARY POLICE INVESTIGATION Investigations § 637.11 Authority to... administer oaths to military personnel who are subject to the UCMJ. The authority to administer oaths to...

  8. [Hippocratic Oath: professional or ethic code?].

    Science.gov (United States)

    Popović, Milos

    2011-01-01

    In order to study the historical relationship of early medical professional codex and contemporary demands and challenges, which are currently being placed before physicians, the first such text, known as Hippocratic Oath has been re-translated. According to the source, it is clear that this is a Code of professional conduct, primarily for the welfare of patients, and in order to maintain and preserve medical authority. All parts of the Oath have been discussed and presented, as well as the historical data from which one can see how the system in ancient Greece and Rome worked. The study includes historical data from that time on two controversial issues: the liability of medical awards, and addressing medical services. These are mistakenly considered to belong to the text of the Oath. Examples of the amount of medical awards are stated, as well as the examples of selflessness and dedication of the physicians in that time. A physician was obliged to help by law, only in the case of accidents and injuries. It is obvious that "medical doctrine" existed also in this time. Requirements set to a doctor were realistic, modest and appropriate to the call, with the main purpose of protecting the reputation and dignity of the profession. Despite the historical distance, classical text of the Oath is still up to date. In this context, ambiguities and errors result from not being familiar with the both, the basic text, and the circumstances prevailing at the time and society, in which the Oath was made.

  9. School Choice, Brand Loyalty and Civic Loyalty

    Science.gov (United States)

    Healy, Mary

    2007-01-01

    Applying a philosophical perspective to the concept of loyalty, I consider how the commodification of education may affect the ties between people. Using both theories of brand loyalty and Albert Hirschman's distinction between exit and voice, I examine how human loyalties may be formed in general and also in the field of education. I conclude…

  10. Building Company Loyalty System

    OpenAIRE

    Haniková, Alžběta

    2010-01-01

    The thesis discusses the importance of loyal customers, and loyalty system as a tool for building loyalty. It defines loyalty and customer satisfaction, it deals with the issue of customer retention. It describes the history and types of loyalty programs, important factors for deciding on their implementation and problems associated with them. The practical part is concerned with the clothing market, Orsay company and its Orsay Club loyalty systeme. The work also includes a survey of the loya...

  11. Customer Loyalty Research : Can customer loyalty programs really build loyalty?

    OpenAIRE

    Romppanen, Maiju; Kellgren, Cecilia; Moradi, Ladan

    2007-01-01

    Background: During the last decades the efforts to foster customer relationships have become important due to increased competition in the consumer markets. One of the most popular strategies have been to introduce customer loyalty programs which are believed to enhance the customer loyalty. The popularity of the customer loyalty programs is based on the beliefs that loyal customers are lucrative and these programs would bond the customers to the company. More recently however, the discussion...

  12. 4 CFR 3.2 - Oath of office.

    Science.gov (United States)

    2010-01-01

    ... 4 Accounts 1 2010-01-01 2010-01-01 false Oath of office. 3.2 Section 3.2 Accounts GOVERNMENT ACCOUNTABILITY OFFICE PERSONNEL SYSTEM EMPLOYMENT § 3.2 Oath of office. The provisions of subchapter II of chapter 33 of title 5, U.S. Code, and Office of Personnel Management implementing regulations apply to...

  13. 50 CFR 600.220 - Oath of office.

    Science.gov (United States)

    2010-10-01

    ..., DEPARTMENT OF COMMERCE MAGNUSON-STEVENS ACT PROVISIONS Council Membership § 600.220 Oath of office. Link to... United States of America by carrying out the business of the Council for the greatest overall benefit of... conduct prescribed by the Secretary of Commerce. This oath is given freely and without mental reservation...

  14. 8 CFR 337.8 - Oath administered by the courts.

    Science.gov (United States)

    2010-01-01

    ... Form N-646, that the applicant has been determined by the Attorney General to be eligible for admission... ALLEGIANCE § 337.8 Oath administered by the courts. (a) Notification of election. An applicant for... election to have the oath of allegiance administered in an appropriate court having jurisdiction over the...

  15. The ambiguities of loyalty.

    Science.gov (United States)

    Condon, Barbara Backer

    2013-10-01

    Loyalty is a complex notion. Recognizing moments of loyalty in nursing can encourage pride in the profession and thereby assist in elevating nursing as a profession. If nurses can appreciate the complexities involved in loyalty, this knowing might assist them in understanding personal struggles with loyalty when they arise and may also help in the understandings-misunderstandings that can occur when a breach of loyalty is felt. In this column, this complexity is discussed. Loyalty as a part of living quality is also highlighted in that loyalty is always choosing value priorities in co-creating living quality. Furthermore, the principles of humanbecoming are used as a guide to teaching-learning as well as recognizing loyalty in the nursing profession.

  16. Loyalty in Fashion Industry

    OpenAIRE

    Frühauf, Daniel

    2014-01-01

    The aim of this thesis is to analyze customer loyalty and market fashion apparel, identify customer perception and participation in loyalty programs. Evaluate current approaches of using customer loyalty programs by the biggest fashion houses. Based on the research results suggest recommendations for creating loyalty programs on the market with fashion and clothing. The solution was used focus group methods, questionnaire probes, expert interviews, desk research and market testing, which focu...

  17. The impact of loyalty programs on customer loyalty

    OpenAIRE

    Ištvancová, Dominika

    2017-01-01

    Loyalty programs are one of the tools that serve to create customer loyalty. The aim of this thesis is to determine whether loyalty programs of perfumeries and satisfaction with their impact on customer loyalty. The theoretical research summarizes the available knowledge about consumer behavior, loyalty and loyalty programs. The parfumeria market analysis in the Czech Republic and the content analysis of the MML TGI provide sufficient information about the established loyalty programs and the...

  18. An open science peer review oath

    DEFF Research Database (Denmark)

    Aleksic, Jelena; Adrian Alexa, Adrian Alexa; Attwood, Teresa K.

    2015-01-01

    One of the foundations of the scientific method is to be able to reproduce experiments and corroborate the results of research that has been done before. However, with the increasing complexities of new technologies and techniques, coupled with the specialisation of experiments, reproducing......: specifically, we introduce a peer-review oath and accompanying manifesto. These have been designed to offer guidelines to enable reviewers (with the minimum friction or bias) to follow and apply open science principles, and support the ideas of transparency, reproducibility and ultimately greater societal...... research findings has become a growing challenge. Clearly, scientific methods must be conveyed succinctly, and with clarity and rigour, in order for research to be reproducible. Here, we propose steps to help increase the transparency of the scientific method and the reproducibility of research results...

  19. [Confidentiality in medical oaths: (When the white crow becomes gray...)].

    Science.gov (United States)

    Gelpi, R J; Pérez, M L; Rancich, A M; Mainetti, J A

    2000-01-01

    Confidentiality, together with the ethical principles of beneficence and non-maleficence, is the most important rule in Medical Oaths at the present time. However, the scientific-technical advances in medicine have made this rule one of the most controversial ones because of its exceptions. In consequence, the aim of the present paper is to comparatively analyze the rule of confidentiality in Medical Oaths of different places, times, origins and in different versions of the Hippocratic Oath in order to determine what should be kept a secret and with what degree of commitment (absolute or "prima facie"). Of the thirty six analyzed Oaths, twenty-seven manifest this rule and nine do not. No relation was found between the manifestation of this rule and the place, time, origin and different versions of the Hippocratic Oath. Most pledges suggest not to reveal what has been seen or heard during the medical act, the same as in the Hippocratic Oath. Seven texts point out that confidentiality should be absolute and four give exceptions in connection with beneficence and justice principles and the moral duty of causing no damage to third parties. Two pledges specify protection of privacy. In conclusion, today confidentiality is considered to be a moral duty for the benefit of the patient and out of consideration for his autonomy; however, at the present time in medicine the duty of keeping absolute secrecy is being reconsidered.

  20. Brand Loyalty and Market Equilibrium

    OpenAIRE

    Birger Wernerfelt

    1991-01-01

    Two concepts of brand loyalty are defined, “inertial” brand loyalty resulting from time lags in awareness, and “cost-based” brand loyalty resulting from intertemporal utility effects. Their market level implications are formally derived in a continuous time model. It is found that inertial brand loyalty leads to equilibria with price dispersion, while cost-based brand loyalty also may allow single price equilibria. In all cases, as brand loyalty vanishes, so does the difference between the av...

  1. UNDERSTANDING THE RELATIONSHIPS OF PROGRAM SATISFACTION, PROGRAM LOYALTY AND STORE LOYALTY AMONG CARDHOLDERS OF LOYALTY PROGRAMS

    Directory of Open Access Journals (Sweden)

    Nor Asiah Omar

    2011-01-01

    Full Text Available Loyalty programs have increasingly attracted interest in both academic marketing research and practice. One major factor that has been increasingly discussed is loyalty. In this study we examine the influence of cardholders' satisfaction on loyalty (program loyalty and store loyalty in a retail context, namely, in department stores and superstores. Data were collected from 400 cardholders of a retail loyalty program in Klang Valley, Malaysia via the drop-off-and-collect technique. Structural modelling techniques were applied to analyze the data. The results indicated that program satisfaction is not related to store loyalty (share-of-wallet, share-of-visit and store preference. However, loyalty to the program (program loyalty plays a crucial intervening role in the relationship between program satisfaction and store loyalty. The study underscores the principal importance of program loyalty in the retail loyalty program.

  2. Oath Ceremonies in Spain and New Spain in the 18th century: A Comparative Study of Rituals and Iconography

    Directory of Open Access Journals (Sweden)

    Inmaculada Rodríguez Moya

    2017-10-01

    Full Text Available This paper will focus on a comparative study of the royal oath ceremonies in Spain and New Spain starting with the 16th century, when the ritual was established, to later consider some examples from the 18th century. A process of consolidating a Latin American and Hispanic identity began in the 17th century and was reflected in religious and political festivals everywhere. The royal oath ceremony was a renewal of vows of loyalty to the Crown, which was especially important in a monarchy composed a variety of different kingdoms. This ritual was very important in the Viceroyalty of New Spain, where a king ruled from afar over subjects scattered throughout a vast territory that was ethnically and culturally very diverse. The ceremony was therefore used in the 18th century to assert matters of identity through ritual gestures and the images that adorned the ephemeral architecture created for it. Accounts of festivities and prints depicting the event as it took place in places like Lisbon, Barcelona, Valencia, Majorca, Mexico and Lima will be studied from a comparative point of view.

  3. UNDERSTANDING THE RELATIONSHIPS OF PROGRAM SATISFACTION, PROGRAM LOYALTY AND STORE LOYALTY AMONG CARDHOLDERS OF LOYALTY PROGRAMS

    OpenAIRE

    Nor Asiah Omar; Norzalita Abd. Aziz; Muhamad Azrin Nazri

    2011-01-01

    Loyalty programs have increasingly attracted interest in both academic marketing research and practice. One major factor that has been increasingly discussed is loyalty. In this study we examine the influence of cardholders' satisfaction on loyalty (program loyalty and store loyalty) in a retail context, namely, in department stores and superstores. Data were collected from 400 cardholders of a retail loyalty program in Klang Valley, Malaysia via the drop-off-and-collect technique. Structural...

  4. Updating the Hippocratic Oath to include medicine's social contract.

    Science.gov (United States)

    Cruess, Richard; Cruess, Sylvia

    2014-01-01

    It is widely understood that reciting a contemporary version of the Hippocratic Oath has two purposes. It constitutes a public commitment on the part of the prospective doctor to preserving the traditional values of the medical profession and to meeting the obligations expected of a doctor. It is also an important symbolic ritual in the process of professional identity formation. A portion of the 1964 version of the Hippocratic Oath is examined for its relevance to the current practice of medicine. Its closing paragraph reads: 'If I do not violate this oath, may I enjoy life and art, be respected while I live and remembered with affection thereafter. May I always act to preserve the finest traditions of my calling and may I long experience the joy of healing those who seek my help.' This is interpreted as representing the doctor's expectations of the practice of medicine: job satisfaction; status, and prestige. It also conveys the understanding that enjoying these benefits is contingent upon the doctor's adherence to the terms of the Oath. Our current understanding of the relationship between medicine and society is that a social contract exists under which members of the profession are granted a privileged position in society on the understanding that they will meet society's reasonable expectations. These expectations entail obligations not only to patients and to the profession, but to wider society. The Oath under consideration, which concentrates on medicine's obligations to patients and to the profession, does not adequately reflect its obligations to society. It is suggested that versions of the Hippocratic Oath used in the future should be updated to better reflect the obligations of both individual doctors and the medical profession to society. © 2013 John Wiley & Sons Ltd.

  5. Loyalty in the Supermarket

    Directory of Open Access Journals (Sweden)

    Cláudio Damacena

    2007-09-01

    Full Text Available Loyalty has been a hot topic in marketing management, not only for academics, but also for managers. In that sense, the main goal of this paper is to identify the variables that discriminate loyalty groups. Therefore, seven hypotheses have been proposed which might have an impact on loyalty groups. Based on discriminant analysis, the paper analyzes and discusses the data, and presents a conclusion that the more important variables on loyalty in the supermarket are affective commitment, satisfaction with its environment and value provided by supermarket experiences. Moreover, the results also indicated that the theoretical model achieved a variance in the loyalty construct of canonical R-squared = 0.78. It could be considered a good value to the final model. Final considerations and study limitations conclude the paper.

  6. Loyalty in Online Communities.

    Science.gov (United States)

    Hamilton, William L; Zhang, Justine; Danescu-Niculescu-Mizil, Cristian; Jurafsky, Dan; Leskovec, Jure

    2017-05-01

    Loyalty is an essential component of multi-community engagement. When users have the choice to engage with a variety of different communities, they often become loyal to just one, focusing on that community at the expense of others. However, it is unclear how loyalty is manifested in user behavior, or whether certain community characteristics encourage loyalty. In this paper we operationalize loyalty as a user-community relation: users loyal to a community consistently prefer it over all others; loyal communities retain their loyal users over time. By exploring a large set of Reddit communities, we reveal that loyalty is manifested in remarkably consistent behaviors. Loyal users employ language that signals collective identity and engage with more esoteric, less popular content, indicating that they may play a curational role in surfacing new material. Loyal communities have denser user-user interaction networks and lower rates of triadic closure, suggesting that community-level loyalty is associated with more cohesive interactions and less fragmentation into subgroups. We exploit these general patterns to predict future rates of loyalty. Our results show that a user's propensity to become loyal is apparent from their initial interactions with a community, suggesting that some users are intrinsically loyal from the very beginning.

  7. Flexible loyalties: How malleable are bicultural loyalties?

    Directory of Open Access Journals (Sweden)

    Andy Y. Chiou

    2016-12-01

    Full Text Available Biculturals are individuals who are acculturated in two cultures and have dual identities. Due to this, many early discussions on biculturalism argued that biculturals may have divided loyalties between their two cultural backgrounds and the identities derived from these backgrounds. This view is further highlighted given historical and contemporary debate regarding immigrants in the European and American political arenas. These concerns illustrate two possibilities. First, that biculturals have a preference for their home or host culture, identifying one as the in-group to express loyalty towards and the other as the out-group. Second, biculturals may alternate between who they identify as their in-group depending upon the circumstances. In a particular cultural environment, a given bicultural may feel greater degrees of loyalty towards that culture, while feeling different loyalties when immersed in a different cultural environment. To-date, few empirical studies have examined these two questions in detail. We proposed two hypotheses: First, biculturals will express higher levels of loyalty for a specific culture if they have been exposed to a prime congruent with that culture than if they have been exposed to a prime associated with a different culture. Second, the magnitude of preferences expressed for the two cultures will differ depending on the cultural prime.We experimentally investigated this phenomenon in a sample of Chinese-Americans (N = 136 using a computer simulated soccer game between the United States and China. This simulation was selected in order to avoid the controversial nature of an immigration or cultural conflict scenario. Past research has shown that support for the sports team of a given country is a form of expressing loyalty. Participants were randomly exposed to one cultural priming condition (American, Neutral, Chinese using commentaries recorded in different languages: English, no commentary, and Chinese

  8. CUSTOMER LOYALTY THEORETICAL ASPECTS

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    Margarita IŠORAITĖ

    2016-08-01

    Full Text Available Customer loyalty - is a voluntary user solution for a long time to build relationships with the company. Loyalty is the user's desire for a long time to continue their relationship with a particular company, because loyal customers are those who purchase goods/services of the company from time to time. Loyalty can be treated as a customer desire, willingness to be a regular customer for a long time, buying and using the goods of the chosen companies by recommending them to friends and colleagues. Loyalty can be seen as a multi-dimension, covering behavioral and positional components, where positional aspect reflects customers' approach to business, while the behavioral dimension reveals a frequent and regular shopping, purchase quantity, size, range, availability, etc.

  9. Rethinking Loyalty in Business Relationships

    DEFF Research Database (Denmark)

    Ritter, Thomas; Andersen, Henrik

    This conceptual paper develops an alternative understanding of the foundation of commitment and loyalty in business relationships. It is argued that commonly used facets of commitment and loyalty depend on past behavior or expectations but do not explain the foundation of such commitment and loya......This conceptual paper develops an alternative understanding of the foundation of commitment and loyalty in business relationships. It is argued that commonly used facets of commitment and loyalty depend on past behavior or expectations but do not explain the foundation of such commitment...... and loyalty. The paper develops a relevant constructs which explain the alignment and match between customers and suppliers. The foundation of commitment and loyalty should be seen as an aggregated match of three elements: business understanding, business resources, and business interaction. The new model...... for the foundation of loyalty contributes to an understanding of loyalty and customer behavior in business markets and challenges current loyalty measurement models....

  10. Loyalty-based management.

    Science.gov (United States)

    Reichheld, F F

    1993-01-01

    Despite a flurry of activities aimed at serving customers better, few companies have systematically revamped their operations with customer loyalty in mind. Instead, most have adopted improvement programs ad hoc, and paybacks haven't materialized. Building a highly loyal customer base must be integral to a company's basic business strategy. Loyalty leaders like MBNA credit cards are successful because they have designed their entire business systems around customer loyalty--a self-reinforcing system in which the company delivers superior value consistently and reinvents cash flows to find and keep high-quality customers and employees. The economic benefits of high customer loyalty are measurable. When a company consistently delivers superior value and wins customer loyalty, market share and revenues go up, and the cost of acquiring new customers goes down. The better economics mean the company can pay workers better, which sets off a whole chain of events. Increased pay boosts employee moral and commitment; as employees stay longer, their productivity goes up and training costs fall; employees' overall job satisfaction, combined with their experience, helps them serve customers better; and customers are then more inclined to stay loyal to the company. Finally, as the best customers and employees become part of the loyalty-based system, competitors are left to survive with less desirable customers and less talented employees. To compete on loyalty, a company must understand the relationships between customer retention and the other parts of the business--and be able to quantify the linkages between loyalty and profits. It involves rethinking and aligning four important aspects of the business: customers, product/service offering, employees, and measurement systems.

  11. Oath Taking at U.S. and Canadian Medical School Ceremonies: Historical Perspectives, Current Practices, and Future Considerations.

    Science.gov (United States)

    Scheinman, Steven J; Fleming, Patrick; Niotis, Kellyann

    2017-12-12

    The widespread use of oaths at medical commencements is a recent phenomenon of the late 20th century. While many are referred to as "Hippocratic," surveys have found that most oaths are modern, and the use of unique oaths has been rising. Oaths taken upon entry to medical school are even more recent, and their content has not been reported. The authors surveyed all Association of American Medical Colleges member schools in the United States and Canada in 2015 and analyzed oath texts. Of 111 (70.2%) responses, full texts were submitted for 80 commencement and 72 white coat oaths. Previous studies have shown that while oaths before World War II were commonly variations on the original Hippocratic text and subsequently more often variations on the Geneva or Lasagna Oath, now more than half of commencement ceremonies use an oath unique to that school or written by that class. With a wider range of oath texts, content elements are less uniformly shared, so that only three elements (respecting confidentiality, avoiding harm, and upholding the profession's integrity) are present in as many as 80% of oaths. There is less uniformity in the content of oaths upon entry to medical school. Consistently all of these oaths represent the relationship between individual physicians and individual patients, and only a minority express obligations to teach, advocate, prevent disease, or advance knowledge. They do not reflect obligations to assure that systems operate safely, for example. None of the obligations in these oaths are unique to physicians.

  12. Patient loyalty model.

    Science.gov (United States)

    Sumaedi, Sik; Bakti, I Gede Mahatma Yuda; Rakhmawati, Tri; Astrini, Nidya Judhi; Yarmen, Medi; Widianti, Tri

    2015-07-06

    This study aims to investigate the simultaneous effect of subjective norm, perceived behavioral control and trust on patient loyalty. The empirical data were collected through survey. The respondents of the survey are 157 patients of a health-care service institution in Bogor, Indonesia. Multiple regressions analysis was performed to test the conceptual model and the proposed hypotheses. The findings showed that subjective norm and trust influence patient loyalty positively. However, this research also found that perceived behavioral control does not influence patient loyalty significantly. The survey was only conducted at one health-care service institution in Bogor, Indonesia. In addition, convenience sampling method was used. These conditions may cause that the research results can not be generalized to the other contexts. Therefore, replication research is needed to test the stability of the findings in the other contexts. Health-care service institutions need to pay attention to trust and subjective norm to establish patient loyalty. This study is believed to be the first to develop and test patient loyalty model that includes subjective norm, perceived behavioral control and trust.

  13. The Hippocratic Oath and its Relevance to Medical Deontology

    OpenAIRE

    Vlasta Močnik Drnovšek

    2008-01-01

    The text of the Hippocratic Oath is translated and interpreted in the light of the Hippocratic Corpus writings and the modern concepts of consumer protection, safety and quality of medical services, where one of the possible definitions of quality could be related to customer satisfaction and to the respect for human rights, among them the right to human dignity, to life, integrity, to the protection of personal data and respect for private life. In this broad and complex field of medicine an...

  14. Consumer loyalty in retailing

    Directory of Open Access Journals (Sweden)

    Drinić Dragana

    2014-01-01

    Full Text Available Loyal consumers are partner enterprises and they represent stable source of income. Companies are more interested in maintaining the existing consumers, rather than attracting the newones, because loyal consumers are the most valuable asset. The aim of this article is to develop an integrative conceptual framework for creating and maintaining consumer loyalty, and ,at the same time, to be based on a thorough review of the relevant literature and the current market situation . In this context, empirical research was carried out by using the survey method on a random sample of 165 respondents. Based on the research conducted, important factors that influence consumer loyalty were identified.

  15. The relevance of the Hippocratic Oath to the ethical and moral values of contemporary medicine. Part I: The Hippocratic Oath from antiquity to modern times.

    Science.gov (United States)

    Askitopoulou, Helen; Vgontzas, Antoniοs N

    2017-10-27

    The present paper discusses the relevance and significance of the Hippocratic Oath to contemporary medical ethical and moral values. It attempts to answer the questions about some controversial issues related to the Oath. The text is divided in two parts. Part I discusses the general attributes and ethical values of the Oath, while Part II presents a detailed analysis of each passage of the Oath with regard to perennial ethical principles and moral values. Part I starts with the contribution of Hippocrates and his School of Cos to medicine. It continues by examining the moral dilemmas concerning physicians and patients in the Classical Times and in the Modern World. It also investigates how the Hippocratic Oath stands nowadays, with regard to the remarkable and often revolutionary advancements in medical practice and the significant evolution in medical ethics. Further, it presents the debate and the criticism about the relevance of the general attributes and ethical values of the Oath to those of modern societies. Finally, it discusses the endurance of the ethical values of the Hippocratic Oath over the centuries until today with respect to the physicians' commitment to the practice of patient-oriented medicine. Part I concludes with the Oath's historic input in the Judgment delivered at the close of the Nuremberg "Doctors' Trial"; this Judgement has become legally binding for the discipline in the Western World and was the basis of the Nuremberg Code. The ethical code of the Oath turned out to be a fundamental part of western law not only on medical ethics but also on patients' rights regarding research.

  16. The Hippocratic Oath and its Relevance to Medical Deontology

    Directory of Open Access Journals (Sweden)

    Vlasta Močnik Drnovšek

    2008-07-01

    Full Text Available The text of the Hippocratic Oath is translated and interpreted in the light of the Hippocratic Corpus writings and the modern concepts of consumer protection, safety and quality of medical services, where one of the possible definitions of quality could be related to customer satisfaction and to the respect for human rights, among them the right to human dignity, to life, integrity, to the protection of personal data and respect for private life. In this broad and complex field of medicine and public health, where moral and human rights issues are interlinked with the technical questions of modern medical science, we search for the ancient foundations of medical ethics and science promoting biopsychosocial approaches to health and an assessment of human functioning in the framework of the social and natural environment. The Oath clearly expresses the commitment of the Hippocratic physician to the highest medical and ethical standards. Moral and technical norms of medicine as stated in the eight parts of the Hippocratic Oath are interpreted from the perspective of the patient’s expectations to preserve his dignity in the therapeutic relation with the physician and to receive the best possible treatment. The Hippocratic physician is well aware that he must gain the trust of the patient and his family in order to be successful in his practice and achieve the best treatment results. To attain these goals, he needs to secure the patient’s cooperation as an essential element of the treatment process. To gain this fundamental trust, the physician must be an honourable and trustworthy person who abstains from all intentional wrong-doing and harm, corruption, sexual abuse, or any other act that might endanger the life of the patient. His primary ethical guidance must be the best interests of the patient and consideration of the highest medical technical standards. For these purposes he must constantly examine and critically analyse his practice and

  17. 39 CFR 222.2 - Authority to administer oaths or function as notaries public.

    Science.gov (United States)

    2010-07-01

    ... 39 Postal Service 1 2010-07-01 2010-07-01 false Authority to administer oaths or function as notaries public. 222.2 Section 222.2 Postal Service UNITED STATES POSTAL SERVICE ORGANIZATION AND ADMINISTRATION DELEGATIONS OF AUTHORITY § 222.2 Authority to administer oaths or function as notaries public. (a...

  18. 8 CFR 1337.2 - Oath administered by the Immigration and Naturalization Service or an Immigration Judge.

    Science.gov (United States)

    2010-01-01

    ... 8 Aliens and Nationality 1 2010-01-01 2010-01-01 false Oath administered by the Immigration and Naturalization Service or an Immigration Judge. 1337.2 Section 1337.2 Aliens and Nationality EXECUTIVE OFFICE FOR IMMIGRATION REVIEW, DEPARTMENT OF JUSTICE NATIONALITY REGULATIONS OATH OF ALLEGIANCE § 1337.2 Oath...

  19. 8 CFR 337.2 - Oath administered by the Immigration and Naturalization Service or an Immigration Judge.

    Science.gov (United States)

    2010-01-01

    ... 8 Aliens and Nationality 1 2010-01-01 2010-01-01 false Oath administered by the Immigration and Naturalization Service or an Immigration Judge. 337.2 Section 337.2 Aliens and Nationality DEPARTMENT OF HOMELAND SECURITY NATIONALITY REGULATIONS OATH OF ALLEGIANCE § 337.2 Oath administered by the Immigration and...

  20. Key drivers of airline loyalty.

    Science.gov (United States)

    Dolnicar, Sara; Grabler, Klaus; Grün, Bettina; Kulnig, Anna

    2011-10-01

    This study investigates drivers of airline loyalty. It contributes to the body of knowledge in the area by investigating loyalty for a number of a priori market segments identified by airline management and by using a method which accounts for the multi-step nature of the airline choice process. The study is based on responses from 687 passengers. Results indicate that, at aggregate level, frequent flyer membership, price, the status of being a national carrier and the reputation of the airline as perceived by friends are the variables which best discriminate between travellers loyal to the airline and those who are not. Differences in drivers of airline loyalty for a number of segments were identified. For example, loyalty programs play a key role for business travellers whereas airline loyalty of leisure travellers is difficult to trace back to single factors. For none of the calculated models satisfaction emerged as a key driver of airline loyalty.

  1. LOYALTY AND THE MILITARY PROFESSION

    Science.gov (United States)

    2017-04-06

    required to suppress competing emotions of right and wrong in battle. Since loyalty motivates Soldiers to act in a particular way, Connor also provides...given. Therefore, a sound understanding of loyalty is essential to understanding its role in the profession of arms. Ten readings from various...sound understanding of loyalty is essential. This research paper presents an approach by offering 10 readings to provide a substantial

  2. Brand loyalty in Smartphone

    OpenAIRE

    Forsido, Mulugeta Z

    2012-01-01

    Abstract Problem statement – what factors determine brand loyalty in Smartphone? Purpose – The purpose of this study is to examine causal antecedent factors leading to brandloyalty in the Swedish Smartphone market Theory – theoretical review and critical analysis of academic journals related to dependantand independent variables and conceptual model is formulated. Methodology - Quantitative approach is used to quantify the relationship between dependantand independent variables based on the p...

  3. Loyalty programs and their impact on consumer

    OpenAIRE

    Rothmajerová, Jaroslava

    2010-01-01

    The thesis is focused on loyalty programs. The aim of the thesis is to show how the loyalty program works by using a particular example and how it affects consumers. In the theoretical part, there is explained the position of loyalty programs in marketing. The thesis also deals with media, which use loyalty programs in marketing communication. In the practical part, the loyalty program of Nestlé is analysed, which is aimed at children as consumers. Awareness and satisfaction with loyalty prog...

  4. The case for customer loyalty.

    Science.gov (United States)

    Sturm, Arthur C

    2004-09-01

    How does customer loyalty grow? Through good customer experiences. Yet some organizations seem to genuinely fail to understand that they can keep or lose a customer in the proverbial blink of an eye. And in this era of increasing customer demands across all industries, it's important that healthcare financial managers understand the correlation between customer loyalty and customer experience.

  5. Do Loyalty Programs Really Enhance Behavioral Loyalty? An Empirical Analysis Accounting for Self-Selecting Members

    NARCIS (Netherlands)

    J. Leenheer (Jorna); H.J. van Heerde (Harald); T.H.A. Bijmolt (Tammo); A. Smidts (Ale)

    2006-01-01

    textabstractOne of the pressing issues in marketing is whether loyalty programs really enhance behavioral loyalty. Loyalty program members may have a much higher share-of-wallet at the firm with the loyalty program than non-members have, but this does not necessarily imply that loyalty programs are

  6. Do loyalty programs really enhance behavioral loyalty? An empirical analysis accounting for self-selecting members

    NARCIS (Netherlands)

    Leenheer, Jorna; van Heerde, Harald J.; Bijmolt, Tammo H. A.; Smidts, Ale

    One of the pressing issues in marketing is whether loyalty programs really enhance behavioral loyalty. Loyalty program members may have a much higher share-of-wallet at the firm with the loyalty program than non-members have, but this does not necessarily imply that loyalty programs are effective.

  7. [Healthcare patient loyalty].

    Science.gov (United States)

    Ameri, Cinzia; Fiorini, Fulvio

    2016-01-01

    If the "old economy" preached standardization of products/services in order to reduce costs, the "new economy" is based on the recognition of the needs and the management of information. It is aimed at providing better and more usable services. One scenario is a national health service with regional management but based on competition between hospitals/companies.This led to a different handling of the user/patient, which has become the center of the health system: marketing seeks to retain the patient, trying to push a client-patient to not change their healthcare service provider. In costs terms, it is more economical to retain a customer rather than acquire a new one: a satisfied customer is also the best sounding board for each company. Customer equity is the management of relations with patients which can result in a greater customer value: it is possible to recognize an equity of the value, of the brand and of the report. Loyalty uses various marketing activities (basic, responsive, responsible, proactive and collaborative): each hospital/company chooses different actions depending on how many resources it plans to invest in loyalty.

  8. The Hippocratic Oath: the Transformation of its Semantics and the Revival of its Pragmatics

    Directory of Open Access Journals (Sweden)

    Melik-Gaykazyan, Irina

    2015-01-01

    Full Text Available The Hippocratic Oath enjoys imperishable value in the western traditions of medicine. In modern culture, its postulates have frequently been interpreted as the foundations for the principles of bioethics and a basis of paternalistic practice, typical for modern medicine and opposite to bioethics. According to the authors of this contribution the semantics of the Hippocratic Oath underwent a serious transformation in the course of centuries, while contemporary bioethics revives its archaic pragmatics.

  9. DETERMINANTS OF CUSTOMER LOYALTY. A THEORETICAL APPROACH

    OpenAIRE

    Claudia Bobâlcă

    2014-01-01

    The purpose of the research is to investigate the determinants of customer loyalty. The research objectives are: (1) to identify the factors that affect customer loyalty; (2) to identify the relations between the determinants of loyalty and loyalty construct. We used an exploratory research based on a documentary study. The main determinants of customer loyalty that are identified and studied in past researchers are: satisfaction, trust, commitment, involvement, perceived risk, switching cost...

  10. Changes in approach to customer loyalty

    OpenAIRE

    Szczepańska, Katarzyna; Gawron, Patryk Paweł

    2011-01-01

    The article discusses an overview of customer loyalty theoretical framework. It presents both, the classic approach to the subject of loyalty as well as the results of its ongoing evolution. This allowed the identification of factors affecting customer loyalty and a statement that the concept of loyalty can be seen in varying degrees, in terms of criteria other than behavioral. Finding of not enough empirical research on customer loyalty in the long types of market and specific customer group...

  11. Loyalty programs challenges in retail banking industry

    OpenAIRE

    Ivanauskienė, Neringa; Auruškevičienė, Viltė

    2009-01-01

    The purpose of this paper is to examine the challenges of loyalty programs in retail banks in Lithuania. Case study methodology was chosen to analyze the loyalty programs launched by various banks to show how banks are building the loyalty of individual customers and what challenges these banks face. The findings suggest that the majority of analyzed loyalty programs reward a repeat purchasing. Lithuanian retail banks launching loyalty programs for two customer segments - the potentially prof...

  12. Hippocratic oath and conversion of ethico-regulatory aspects onto doctors as a physician, private individual and a clinical investigator

    OpenAIRE

    Imran, Mohammed; Samad, Shadab; Maaz, Mohammad; Qadeer, Ashhar; Najmi, Abul Kalam; Aqil, Mohammed

    2013-01-01

    Hippocratic Oath is a living document for ethical conduct of the physicians around the world. World Medical Association has been amending the oath as per the contemporary times. Although physicians maintain their ethical standards while treating a patient yet many a times social, administrative and ruling powers either use physicians as their tool of oppression or victimize them for conducting duties as per their oath. The Tuskegee Syphilis Study and Human Radiation Experiments in America, Na...

  13. Guest loyalty in hospitality industry

    Directory of Open Access Journals (Sweden)

    Gagić Snježana

    2015-01-01

    Full Text Available The continuous growth of competition in the hospitality sector has created the need to retain guests and prevent them from switching company due to better offer or saturation. Loyal customers are a valuable asset for catering companies, not only because of the awareness of the effects of customer loyalty. They tend to spread word-of-mouth advertising, more tolerant to price changes, as well as they casually create a linkage to their friends, relatives, colleagues, and other probable consumers and thus enable businesses to uphold a guest's base. By recognizing loyalty guests' importance, the global hospitality industry created monetary and non-monetary rewards for loyal visitors, delayed gratification (points collection and immediate rewards, as well as numerous other reward systems that try to keep them. To win customer loyalty, together with all benefits arising from it, caterers need to become familiar with factors, which determine guests' loyalty. The paper will show the results of research regarding the impact of the service quality and guests' satisfaction to their loyalty. Many authors have confirmed that employees' satisfaction affected customers' satisfaction, so this paper will give an answer does it influence on customers' loyalty as well.

  14. Multi-vendor loyalty programs: influencing customer behavioral loyalty?

    Directory of Open Access Journals (Sweden)

    Teresa eVillacé-Molinero

    2016-02-01

    Full Text Available Loyalty programs are a consolidated marketing instrument whose adoption in many sectors has not been associated with appropriate comprehension of either their management elements or their effects. The purpose of this research is to contribute to knowledge about the effect of loyalty programs on repeat purchase behavior. More specifically, it seeks to see discover whether joining a program changes the buying behavior of its members, and, if so, to study the profile of those whose behavior changes most. The intention was also to provide new study variables pertaining to multi-vendor loyalty programs, such as where they are joined or purchases in associated outlets as a result of behavioral loyalty. Research was carried out using a sample of 1,200 individuals (31,746 purchases belonging to a multi-vendor loyalty program. The study period was 13 years, 4 months, and split into two phases: before and after the joining the program. Different methodological approaches, such as the use of transactional databases that included pre-program-enrollment data and of the same sampling units throughout the study, were incorporated into the research with the aim of advancing academic knowledge regarding multi-vendor loyalty programs. Moreover, a type of program and market hardly dealt with in the relevant literature was analyzed. The results showed while the loyalty program had managed to reduce the time between purchases, it had not affected purchase volume or average expenditure. They also demonstrated the existence of a differential profile of customers who had changed their buying behavior to a greater extent. Finally, recency was identified as being the decisive variable in behavioral change.

  15. Multi-Vendor Loyalty Programs: Influencing Customer Behavioral Loyalty?

    Science.gov (United States)

    Villacé-Molinero, Teresa; Reinares-Lara, Pedro; Reinares-Lara, Eva

    2016-01-01

    Loyalty programs are a consolidated marketing instrument whose adoption in many sectors has not been associated with appropriate comprehension of either their management elements or their effects. The purpose of this research is to contribute to knowledge about the effect of loyalty programs on repeat purchase behavior. More specifically, it seeks to discover whether joining a program changes the buying behavior of its members, and, if so, to study the profile of those whose behavior changes most. The intention was also to provide new study variables pertaining to multi-vendor loyalty programs, such as where they are joined or purchases in associated outlets as a result of behavioral loyalty. Research was carried out using a sample of 1200 individuals (31,746 purchases) belonging to a multi-vendor loyalty program. The study period was 13 years, 4 months, and split into two phases: before and after the joining the program. Different methodological approaches, such as the use of transactional databases that included pre-program-enrollment data and of the same sampling units throughout the study, were incorporated into the research with the aim of advancing academic knowledge regarding multi-vendor loyalty programs. Moreover, a type of program and market hardly dealt with in the relevant literature was analyzed. The results showed while the loyalty program had managed to reduce the time between purchases, it had not affected purchase volume or average expenditure. They also demonstrated the existence of a differential profile of customers who had changed their buying behavior to a greater extent. Finally, recency was identified as being the decisive variable in behavioral change.

  16. Multi-Vendor Loyalty Programs: Influencing Customer Behavioral Loyalty?

    Science.gov (United States)

    Villacé-Molinero, Teresa; Reinares-Lara, Pedro; Reinares-Lara, Eva

    2016-01-01

    Loyalty programs are a consolidated marketing instrument whose adoption in many sectors has not been associated with appropriate comprehension of either their management elements or their effects. The purpose of this research is to contribute to knowledge about the effect of loyalty programs on repeat purchase behavior. More specifically, it seeks to discover whether joining a program changes the buying behavior of its members, and, if so, to study the profile of those whose behavior changes most. The intention was also to provide new study variables pertaining to multi-vendor loyalty programs, such as where they are joined or purchases in associated outlets as a result of behavioral loyalty. Research was carried out using a sample of 1200 individuals (31,746 purchases) belonging to a multi-vendor loyalty program. The study period was 13 years, 4 months, and split into two phases: before and after the joining the program. Different methodological approaches, such as the use of transactional databases that included pre-program-enrollment data and of the same sampling units throughout the study, were incorporated into the research with the aim of advancing academic knowledge regarding multi-vendor loyalty programs. Moreover, a type of program and market hardly dealt with in the relevant literature was analyzed. The results showed while the loyalty program had managed to reduce the time between purchases, it had not affected purchase volume or average expenditure. They also demonstrated the existence of a differential profile of customers who had changed their buying behavior to a greater extent. Finally, recency was identified as being the decisive variable in behavioral change. PMID:26941677

  17. Loyalty & Disloyalty: sebuah Pandangan Komprehensif dalam Analisa Loyalitas Pelanggan

    OpenAIRE

    Darsono, Licen Indahwati

    2004-01-01

    Marketer convinced that customer loyalty is a valuable asset for the company. But, in today marketplace managing customer loyalty is a daunting task. An understanding about customer loyalty concept is prerequisite for managing customer loyalty. Customer loyalty concept best understood with the composite approach; behavioral and attitudinal approach. Composite approach could make marketer to find out loyalty category andloyalty stages of the customers, loyalty's antecedent and manage loyalty f...

  18. Changes in Approach to Customer Loyalty

    Directory of Open Access Journals (Sweden)

    Katarzyna Szczepańska

    2011-03-01

    Full Text Available The article discusses an overview of customer loyalty theoretical framework. It presents both, the classic approach to the subject of loyalty as well as the results of its ongoing evolution. This allowed the identification of factors affecting customer loyalty and a statement that the concept of loyalty can be seen in varying degrees, in terms of criteria other than behavioral. Finding of not enough empirical research on customer loyalty in the long types of market and specific customer groups indicates a cognitive gap. Verification of the classic determinants of customer loyalty authorized to conclude that the profitability of the customer portfolio sets new definition of loyalty, which is related to the concepts of marketing value and value based management. This is supported by associations of loyalty to the management parameters.

  19. Loyalty Programs. Role, Structure and Potential Benefits

    OpenAIRE

    Alina Filip

    2011-01-01

    A loyalty program consists of an integrated system of marketing activities, aimed at increasing members’ loyalty by rewarding customers according to their purchasing frequency and amount spent. Loyalty schemes, customer clubs and sales promotion techniques are the most common relationship tools used in marketing practice. To join the program and receive a card, consumers must fill in a registration form, providing demographic, behavioural or even psychographic data. Loyalty schemes and custom...

  20. What drives customer participation in loyalty programs?

    OpenAIRE

    Hörold, Maïté

    2017-01-01

    Relationship marketing, both in research and in practice, has increasingly gained in importance over the last decades and loyalty programs have become a widely used customer relationship management tool. Despite considerable interest and investment in loyalty programs, the number of active members remains relatively low and the impact of loyalty programs on company profitability is more than often called into question. This research studies customers’ attitude and behaviour towards loyalty pr...

  1. Erosion and variability in brand loyalty

    OpenAIRE

    Dekimpe, Marnik; Mellens, M; Steenkamp, J; Vanden Abeele, Pierre

    1996-01-01

    In this paper, we examine the over-time behavior of brand loyalty for a large set of brands drawn from many product categories. Using the brand-loyalty operationalization of Colombo and Morrison (1989), the following conclusions are obtained. First, little support is found for the often-heard contention that brand loyalty is gradually declining over time. Second, while the short-run variability around a brand's mean loyalty level is not negligible, no evidence is found that this variability...

  2. 77 FR 981 - Changes To Implement the Inventor's Oath or Declaration Provisions of the Leahy-Smith America...

    Science.gov (United States)

    2012-01-06

    ... the Leahy-Smith America Invents Act; Proposed Rule #0;#0;Federal Register / Vol. 77 , No. 4 / Friday... Inventor's Oath or Declaration Provisions of the Leahy-Smith America Invents Act AGENCY: United States... inventor's oath or declaration provisions of the Leahy-Smith America Invents Act. The Office proposes to...

  3. 26 CFR 301.7456-1 - Administration of oaths and procurement of testimony; production of records of foreign...

    Science.gov (United States)

    2010-04-01

    ... Actions by the United States § 301.7456-1 Administration of oaths and procurement of testimony; production... 26 Internal Revenue 18 2010-04-01 2010-04-01 false Administration of oaths and procurement of testimony; production of records of foreign corporations, foreign trusts or estates and nonresident alien...

  4. The power of Speech Acts: Reflections on a Performative Concept of Ethicat Oaths in Economics and Business

    NARCIS (Netherlands)

    Blok, V.

    2013-01-01

    Ethical oaths for bankers, economists and managers are increasingly seen as successful instruments to ensure more responsible behaviour. In this article, we reflect on the nature of ethical oaths. Based on John Austin's speech act theory and the work of Emmanuel Levinas, we introduce a performative

  5. The Impact of Customer Loyalty Program to Customer Loyalty (Study of Gaudi Clothing Store Manado)

    OpenAIRE

    Rumbay, Priscilla Jennifer

    2014-01-01

    This research is to analyze the impact of loyalty program member card to customer loyalty in Gaudi clothing store Manado. Loyalty program is one of the important marketing strategic in industries nowadays to gain customer and to retain customer. Loyalty program member card contains of discount, point reward, special treatment and privilege are influencing the customer loyalty in this case Gaudi clothing store Manado card holder. This research is a quantitative research that associative with m...

  6. Hospital patient loyalty: causes and correlates.

    Science.gov (United States)

    MacStravic, R S

    1994-01-01

    This study was designed to test whether factors associated with customer and employee loyalty are linked to hospital loyalty, and to measure the relative strength of the associations between traditional patient satisfaction factors and loyalty as compared to non-traditional factors.

  7. Southwest Airlines: lessons in loyalty.

    Science.gov (United States)

    D'Aurizio, Patricia

    2008-01-01

    Southwest Airlines continues to garner accolades in the areas of customer service, workforce management, and profitability. Since both the health care and airlines industries deal with a service rather than a product, the customer experience depends on the people who deliver that experience. Employees' commitment or "loyalty" to their customers, their employer, and their work translates into millions of dollars of revenue. What employee wants to work for "the worst employer in town?" Nine loyalty lessons from Southwest can be carried over to the health care setting for the benefit of employees and patients.

  8. Loyalty marketing in automobile dealerships : case: car dealer X

    OpenAIRE

    Hyyryläinen, Heidi

    2012-01-01

    The purpose of this thesis is to study how customer loyalty is taken into account in automobile dealerships, what loyalty marketing means are used to improve customer loyalty, and what potential new loyalty marketing means can be implemented. The thesis is commissioned by Car dealer X. In the theoretical part, areas covered are customership and loyalty marketing. Customership includes customer satisfaction, customer loyalty, customer value and customer retention. Loyalty marketing contain...

  9. Loyalty program of payment cards, solution based on DWH

    OpenAIRE

    Jersák, Pavel

    2010-01-01

    This diploma thesis is covering topics of customer's loyalty, loyalty programs in banking and mainly topic is loyalty programs of payment cards in banking industry. First theoretical parts is guiding us though concept of customer's loyalty in banking industry and is describing specifics of this loyalty compared to loyalty to sales businesses. Further, this thesis is trying to show opportunities to be used to support customer's loyalty in bank with participation of credit and debit cards. In t...

  10. Price satisfaction and producer loyalty

    DEFF Research Database (Denmark)

    Mutonyi, Sarah; Beukel, Karin; Gyau, Amos

    2016-01-01

    Purpose The purpose of this paper is to investigate which dimensions of price satisfaction influence producers’ trust in buyers and assess the mediating role of such trust in the relationship between price satisfaction and producer loyalty in fresh fruit supply chains. Design/methodology/approach......Purpose The purpose of this paper is to investigate which dimensions of price satisfaction influence producers’ trust in buyers and assess the mediating role of such trust in the relationship between price satisfaction and producer loyalty in fresh fruit supply chains. Design...... reliability, and relative price are dimensions of price satisfaction that affect producers’ trust in the buyer. Moreover, trust between the producer and the buyer is found to be a strong mediator between price satisfaction and producer loyalty. The findings support recent studies about trust and its mediating...... between the multi-dimensional nature of price satisfaction and producer loyalty with trust as a mediating variable in the business-to-business (B2B) context. Although B2B relationships have been shown to be of great importance for smallholders in enhancing business performance with their buyers, little...

  11. The Hippocratic Oath: a code for physicians, not a Pythagorean manifesto.

    Science.gov (United States)

    Prioreschi, P

    1995-06-01

    The Hippocratic Oath is to be considered a code of conduct for all physicians and not a Pythagorean manifesto, in spite of the view of Edelstein. In fact, it can be shown that the prohibitions and requirements on which the Pythagorean hypothesis rests (the prohibition against helping suicide, inducing abortion, performing surgery, and having sex with patients or with members of their household and the rules of confidentiality and collegiality) do not necessarily link the Hippocratic Oath to the Pythagoreans. Edelstein affirms that only the Pythagoreans condemned suicide, whereas it can be shown that Plato, Aristotle, the Epicureans, and several authors in antiquity opposed it. Similarly, induced abortion was by no means universally accepted in antiquity. Soranus, for example, clearly states that many physicians opposed it in all cases. The passage of the oath concerning surgery can be shown to refer only to lithotomy (as others have underlined). As for sexual relations with patients or members of their household (male or female), the existence of laws against promiscuity (homo- or heterosexual), and other evidence, indicates that it was usually condemned. Finally, confidentiality and collegiality were virtues that the Pythagoreans were not alone in upholding. In addition, many of the principles upheld by the Oath are found in other documents unrelated to the Pythagoreans.

  12. BRAND LOYALTY AND LOYALTY PROGRAMS; A LITERATURE REVIEW

    OpenAIRE

    Elvira Tabaku; Mirela Zerellari (Mersini)

    2015-01-01

    Global and competitive markets have led businesses to cope with many challenges. Technology development has brought many businesses to deal with advantages which last less than before. It becomes increasingly difficult for a company to differentiate its products as they are perceived as easily imitable and fairly standard. Brand and brand loyalty come as a solution for creating a strong and long term competitive advantage for any business. The main objective of this paper is to examine the co...

  13. AFFECTING CUSTOMER LOYALTY: DO DIFFERENT FACTORS HAVE VARIOUS INFLUENCES IN DIFFERENT LOYALTY LEVELS?

    OpenAIRE

    Andres Kuusik

    2007-01-01

    The current paper studies the influence of various factors on customer loyalty. The main hypothesis of the study insists that the list of most important factors affecting loyalty is dependant on the level of loyalty of costumers. LOGIT method was used for testing the hypotheses on the sample of survey data about 1000 private customers of the biggest telecommunication company in Estonia. The results reveal that four analysed factors affecting customer loyalty (satisfaction, trustworthiness, im...

  14. Workplace loyalty in the 1990s.

    Science.gov (United States)

    Umiker, W

    1995-03-01

    The loyalty paradigm is evolving as part of our cultural modifications. We must enunciate our own standards and temper them with realism. Employers can seldom promise permanent jobs, and employees are reluctant to hitch their stars to one organization. In health care institutions, ethical considerations may result in divergent allegiances. The new loyalty paradigm is affected by the movements toward participative management and team building. A number of suggestions are offered for enhancing a pragmatic form of loyalty.

  15. Social Identity Perspective on Brand loyalty

    OpenAIRE

    He, Hongwei; Li, Yan; Harris, Lloyd

    2012-01-01

    This paper proposes a social identity perspective of customer–brand relationship and integrates brand identity and identification with value, trust and satisfaction in predicting brand loyalty. Two studies' empirical results support this path to brand loyalty framework. The results offer several theoretical implications. First, this research confirms the presence of significant direct and indirect effects of brand identity and brand identification on traditional antecedents of brand loyalty (...

  16. Implementation of loyalty program in chosen company

    OpenAIRE

    Šenitková, Ivana

    2008-01-01

    The importance of building longterm relationship with customers has raisen very quickly in companies last years. One of very strong marketing tool is loyalty programme, main topic of thesis, which is used in different parts of business all over the world and experience boom in Czech and Slovak republic these days. Thesis explains theoretical aspects of loyalty, satisfaction and value of customer, and all important components of loyalty programme. Thesis concerns also different types of progra...

  17. ANTESEN CUSTOMER LOYALTY PADA BUDGET HOTEL

    OpenAIRE

    Latifa Rahma

    2016-01-01

    This research discusses the effects of Service Quality on Customer Satisfaction, Customer Loyalty, and Brand Image Budget hotel (Five Budget Hotel Managed by local chain hotel). The purpose of this study were 1) to analyze the effects of Service Quality on Customer Satisfaction, 2) to analyze the effects of Service Quality on Customer Loyalty, 3) to analyze the effect of Customer Satisfaction to Customer Loyalty, 4) to analyze the effects of Service Quality on the Brand Image, 5 ) to analyze ...

  18. Pet Store Loyalty in Malaysia

    OpenAIRE

    Leong, Yuen Yee

    2010-01-01

    Loyalty is open studied topic within the retailing and marketing discipline. A strong and profitable base of loyal customers is an asset to any organization, and is one of the epitomes of success for a company. The flourishing of large, specialty niche retailers like Starbucks, Victoria Secret and Barnes & Noble are stellar success stories that thrive on their troop of staunch followers. Pet retailing is a niche market which has its own interesting market characteristics. The emergence of ...

  19. Advertising, brand loyalty and pricing

    OpenAIRE

    Chioveanu, I.

    2009-01-01

    I consider an oligopoly model where, prior to price competition, firms invest in persuasive advertising and induce brand loyalty in consumers who would otherwise buy the cheapest alternative on the market. This setting, in which persuasive advertising is introduced to homogenous product markets, provides an alternative explanation for price dispersion phenomena. Despite ex-ante symmetry, the equilibrium profile of advertising outlays is asymmetric. It follows that endogenously determine...

  20. Measuring brand loyalty in agribusinesses / Catharina Maria Wiese

    OpenAIRE

    Wiese, Catharina Maria

    2014-01-01

    Brand loyalty represents an important asset to any business. While a considerable amount of research focuses on brand loyalty, empirical tests on the brand loyalty influences in the agribusiness environment have not been conducted. The primary purpose of this study was to measure brand loyalty in the agribusiness environment by applying a validated model that measures brand loyalty for this environment. The brand loyalty influences were empirically validated, their reliability ...

  1. Creating effective loyalty programs knowing what (wo-)men want

    OpenAIRE

    Melnyk, V.

    2005-01-01

    Loyalty programs started to boom in the late 1990s, under the main premise that it is cheaper to keep existing customers than to attract new ones. However, despite their popularity, many loyalty programs are ineffective and fail to stimulate the desired loyalty of customers. Therefore, the debate whether loyalty programs actually enhance customer loyalty still continues among marketing scientists and practitioners. The main goal of this dissertation is to identify factors that make loyalty pr...

  2. The influence of loyalty programs on customer´s loyalty with a focus on branded clothing stores

    OpenAIRE

    Běhounková, Klára

    2011-01-01

    This bachelor statement deals with the influence of loyalty programs on customer's loyalty with a focus on branded clothing stores. It defines a customer, his behavior, decision-making process and his loyalty to a firm. Also it defines marketing communication with customer,sales promotion, loyalty programs including species and benefits. It states specific loyalty programs Blažek, Reserved, Orsay, Marks&Spencer a S. Oliver. Final part evaluates the research of loyalty cards and their usage of...

  3. A preliminary examination of patient loyalty: an application of the customer loyalty classification framework in the health care industry.

    Science.gov (United States)

    Heiens, R A; Pleshko, L P

    1997-01-01

    The present article applies the customer loyalty classification framework developed by Dick and Basu (1994) to the health care industry. Based on a two factor classification, consisting of repeat patronage and relative attitude, four categories of patient loyalty are proposed and examined, including true loyalty, latent loyalty, spurious loyalty, and no loyalty. Data is collected and the four patient loyalty categories are profiled and compared on the basis of perceived risk, product class importance, provider decision importance, provider awareness, provider consideration, number of providers visited, and self-reported loyalty.

  4. Subway Customer Loyalty And Evaluating Marketing Strategies

    OpenAIRE

    Mishra, Dr. Lalita

    2013-01-01

    Purpose- The major consideration of this research was the chain restaurant industry, and its underlying principle was to (1) establishing which factors manipulate relationship excellence and customer loyalty development. (2) Observe the relations between relationship quality and loyalty. Based on the literature review, five proportions influence restaurant consumers behavior: service quality, food quality, price, location, and environment. Speculative relationships between attributes influenc...

  5. Customer Loyalty and Customer Relationship Management

    Science.gov (United States)

    Zhang, Pengwei; Li, Min; Jiao, Xiaojing; Zhou, Ruijin

    The contemporary company attaches great importance to marketing relationship and customer relations is the core of this relationship. Further, customer satisfaction and loyalty is the core of the customer relationship management. Sometimes, high customer satisfaction causes low profit because enterprises do not realize that strengthening the loyalty of the aimed customer is the key of customer relationship management.

  6. Customer loyalty of retail firm - Billa

    OpenAIRE

    Dančevská, Ráchel

    2009-01-01

    The bachelor thesis results from marketing, which includes customer loyalty and consumer typology. Then the thesis is concerned with a marketing research and a proper creation of a questionnaire for this research. The practical part of the thesis introduces the retail company Billa and presents the results from field research, which was focused on finding of customer loyalty of the Billa's customers.

  7. BUILDING PATIENT LOYALTY USING ONLINE TOOLS

    Directory of Open Access Journals (Sweden)

    Vladoi Anca Daniela

    2010-07-01

    Full Text Available The aim of the paper is to present the online tools used by private healthcare organizations in order to generate patient loyalty. The research emphases a comparative analyze between the Romanian and other European countries private healthcare organizations referring to online tools used by these organizations on their websites to generate patient loyalty.

  8. The 'special obligations' of the modern Hippocratic Oath for 21st century medicine.

    Science.gov (United States)

    Holmboe, Eric; Bernabeo, Elizabeth

    2014-01-01

    Profound advances and discoveries in medicine have markedly improved the lives of many over the 50 years since the modern Hippocratic Oath was written. Regrettably, these advances were and continue to be implemented suboptimally and inequitably across the globe. 'Special obligations to all my fellow humans' is an important theme of the modern Oath. From this perspective, we reflect on the special obligations of the medical profession, and examine how these obligations have changed over the past 50 years. We draw from perspectives of the social contract, professionalism, quality improvement, patient safety and a group of 31 international colleagues involved in medical education as we examine these obligations for individual doctors, health care institutions and medical education systems. The perspectives of the 31 clinician-educators helped us to situate the meaning of the theme of 'special obligations' in the context of challenges facing medical education and health care in the 21st century. Improving the quality of care and patient safety, and reducing health care disparities are now paramount as 'special obligations' for doctors, health care systems and medical education organisations, and require us to work collectively and collaboratively in an increasingly interconnected world. In our view, traditions such as the Hippocratic Oath will be worthy of public support only when the medical profession demonstrates in meaningful and transparent ways that it is meeting its social and civic obligations to make the world, not just health care, a better place. © 2013 John Wiley & Sons Ltd.

  9. Customer Loyalty Measurement at Czech Organizations

    Directory of Open Access Journals (Sweden)

    David Vykydal

    2013-07-01

    Full Text Available All organizations certified against the ISO 9001 requirements must also measure customer satisfaction. But customer loyalty represents quality management system maturity on higher level of objectivity. An purpose of the article is bring set of information on current state analysis of customer loyalty measurement at Czech companies. Principal methodology of this analysis was special field survey and our research too. Results of special research performed through focus groups, based on risk analysis in the field of quality management principles implementation, are presented there as a part of findings. The another important findings show that customer loyalty measurement is mostly underestimated or ignored at Czech organizations. Main reasons of such state are also described. As well as: the first proposal of original methodology how to measure three fundamental types of customer loyalty - advocasy, purchasing and retention loyalty is also included to this article.

  10. Comparison of Customer Attitudes towards Loyalty Programs in Prague and in London

    Directory of Open Access Journals (Sweden)

    Radek Tahal

    2015-09-01

    Full Text Available Loyalty programs rank among the most important marketing tools used for motivating customers in repeated purchases. The history is more than a hundred years old and there are many interesting points in the development. At present, programs can be built on the basis of various algorithms. In any case, it is necessary to develop such programs that are positively accepted by customers, viewed as useful, creating emotional ties to a retailer or to a brand. This study is based on primary data collected in the Czech Republic and in Great Britain, and it aims at two research targets. The first is to compare customers´ preferences in choosing loyalty programs in the two countries, to find similarities and differences. The second target is to make a comparison of customers´ willingness in disclosing their personal data for a retailer when signing up for a loyalty program.

  11. Build loyalty in business markets.

    Science.gov (United States)

    Narayandas, Das

    2005-09-01

    Companies often apply consumer marketing solutions in business markets without realizing that such strategies only hamper the acquisition and retention of profitable customers. Unlike consumers, business customers inevitably need customized products, quantities, or prices. A company in a business market must therefore manage customers individually, showing how its products or services can help solve each buyer's problems. And it must learn to reap the enormous benefits of loyalty by developing individual relationships with customers. To achieve these ends, the firm's marketers must become aware of the different types of benefits the company offers and convey their value to the appropriate executives in the customer company. It's especially important to inform customers about what the author calls nontangible nonfinancial benefits-above-and-beyond efforts, such as delivering supplies on holidays to keep customers' production lines going. The author has developed a simple set of devices-the benefit stack and the decision-maker stack-to help marketers communicate their firm's myriad benefits. The vendor lists the benefits it offers, then lists the customer's decision makers, specifying their concerns, motivations, and power bases. By linking the two stacks, the vendor can systematically communicate how it will meet each decision-maker's needs. The author has also developed a tool called a loyalty ladder, which helps a company determine how much time and money to spend on relationships with various customers. As customers become increasingly loyal, they display behaviors in a predictable sequence, from growing the relationship and providing word-of-mouth endorsements to investing in the vendor company. The author has found that customers follow the same sequence of loyalty behaviors in all business markets.

  12. Customer loyalty in Internet banking

    OpenAIRE

    Eriksson, M.; Schuster, C.

    2008-01-01

    In the recent years the way to do banking has changed. Internet banking has grown and a lot of niche banks working mainly with the Internet as a medium has entered the Swedish bank market. How to keep the customer loyal online in a very competitive environment has become a main question for the banks. The aim of this dissertation is to test what factors impact bank customer loyalty in an online environment. A positivistic research philosophy, a deductive research approach, an explanatory pur...

  13. The adoption and effectiveness of loyalty programs in retailing

    OpenAIRE

    Leenheer, J.

    2004-01-01

    Loyalty programs have widely appeared in several sectors, with the aim of enhancing customer loyalty and profitability. This dissertation examines which role loyalty programs can play in the company's marketing-mix, with a special focus on retailing. The dissertation consists of three independent projects. The first project studies the determinants of retailers' decision to adopt loyalty programs and the effectiveness of loyalty programs by means of a retailer survey. The second project studi...

  14. The Significance of Loyalty on Consumer Credit Profitability

    OpenAIRE

    Aditya Galih Prihartono; Ujang Sumarwan; Noer Azam Achsani; Kirbrandoko

    2012-01-01

    The purpose of this research is to analyze and test the effect of customer loyalty on consumer credit profitability. Loyalty Index Score was developed to determine the level of customers’ loyalty level through 4 main variables; Longevity, Depth, Breadth and Referrals. The effect of Loyalty Index Score on profitability was further tested by path analysis to find out the significance direct relationship between loyalty and profitablity and the indirect relationship between the two variable th...

  15. Motivation and consumer behaviour in the context of loyalty programs

    Directory of Open Access Journals (Sweden)

    Klára Mrkosová

    2012-01-01

    Full Text Available The paper introduces the partial results of the marketing research on loyalty programs. The aim was to identify the reasons that lead consumers to participate in loyalty programs and the benefits that are the main motivators for participation in the loyalty program. Respondents had the opportunity to create a loyalty program as they wish. The aim of this paper was also to prove the popularity of loyalty programs based on the principles of the deferred compensation.

  16. Three Perspectives for Making Loyalty Programs More Effective

    OpenAIRE

    Steinhoff, Lena; Palmatier, Robert W.

    2014-01-01

    Loyalty programs are an ubiquitous instrument of customer relationship management. However, many loyalty programs perform poorly, which ultimately results in their abolition. Among both marketing managers and researchers, reasons for loyalty program failure are far from clear. The aim of this research is to enhance our understanding of loyalty program effectiveness. We propose a broadened framework for analyzing loyalty program performance which relies on three perspectives: a customer portfo...

  17. SIGNS The sandwich sign

    African Journals Online (AJOL)

    The sandwich sign is demonstrated on cross-sectional imaging, commonly on CT or ultrasound. It refers to homogeneous soft- tissue masses representing mesenteric lymphadenopathy as the two halves of a sandwich bun, encasing the mesenteric fat and tubular mesenteric vessels that constitute the 'sandwich filling' (Figs ...

  18. Patient loyalty and the social media effect.

    Science.gov (United States)

    Verkamp, Jamie

    2013-01-01

    In a changing healthcare environment, patient loyalty has never been more important. However, creating patient loyalty can mean more than providing quality health services within the four walls of the medical office. With patients turning to online sources and social media in search of advice and a better patient experience, we must now ensure that patients have meaningful engagements with us across the continuum of care, from the phone, to the office, to social media tools like Facebook and YouTube as we look to build loyalty and grow our referral volumes.

  19. Loyalty Card Promotional Activity in Budget Hotel

    OpenAIRE

    Teng, Fei

    2010-01-01

    Loyalty card is one of the most commonly used promotional activities in business. Thus far, there are some research has been done on luxury hotel, but very few researches are on budget hotel. So, the purpose of the thesis is finding out the Swedish customers’ attitude and behavior towards budget hotel’s loyalty card; getting to know what factors influence Swedish customers’ response towards the loyalty card and budget hotels. In the thesis, the main research problem is “How do Swedish custome...

  20. Program Perceived Value and Program Satisfaction Influences on Store Loyalty: Insights from Retail Loyalty Progam

    OpenAIRE

    Omar, Nor Asiah; Musa, Rosidah; Nazri, Muhamad Azrin

    2007-01-01

    Investigations to determine whether program perceived value could influence program satisfaction, program card loyalty and store loyalty are critical to elucidate the roles and significance of the constructs and advancing management practice. Accordingly, in line with this research direction, this study aims to assess the effects of program perceived value offered by few leading retail superstores and departmental stores in Malaysia on its members’ loyalty towards the store. The data set util...

  1. Customer loyalty programs: the role of different value constructs in building customer loyalty

    OpenAIRE

    So, Jing Theng

    2017-01-01

    In times of severe competition, loyalty programs (LPs) are introduced by firms to provide customers with added value to gain higher levels of loyalty and retention. While LPs are claimed to engender customer loyalty, researchers have not reached a decision about whether these programs are worthwhile for businesses in the long-run. Despite being a popular research area in the marketing literature, previous studies have found inconsistent results regarding the effectiveness of these programs in...

  2. Interaction of Employee Loyalty and Customer Loyalty in the Service Industry

    OpenAIRE

    monireh dabooeian; manijeh gharecheh

    2011-01-01

    Abstract The subject of customer loyalty is a focal concern of marketers who seek to identify its antecedents and casual structure with the aim of better understanding of its relationship with employee loyalty, particularly in the service sector. In the service industry the role of staff in creating value is significant, therefore it is argued that maintaining customer loyalty is almost impossible without having loyal employees, since loyal employees offer higher quality services and make ...

  3. Do Loyalty Programs Enhance Behavioral Loyalty: An Empirical Analysis Accounting for Program Design and Competitive Effects

    OpenAIRE

    Leenheer, J.; Bijmolt, T.H.A.; van Heerde, H.J.; Smidts, A.

    2002-01-01

    This paper studies the effects of loyalty programs on share-of-wallet using market-wide household panel data on supermarket purchases.We find that loyalty programs relate positively to share-of-wallet, but the programs differ in effectiveness and some are ineffective.Both a saving component and a multi-vendor structure enhance the effectiveness of a loyalty program, but high discounts do not lead to higher share-of-wallets.Further, if households have multiple loyalty cards, the effectiveness ...

  4. 46 CFR Appendix B to Subpart A of... - Oath of Parent or Subsidiary Corporation Act of September 2, 1958 (46 U.S.C. app. 883-1)

    Science.gov (United States)

    2010-10-01

    ... 46 Shipping 2 2010-10-01 2010-10-01 false Oath of Parent or Subsidiary Corporation Act of..., App. B Appendix B to Subpart A of Part 68—Oath of Parent or Subsidiary Corporation Act of September 2... Subsidiary Corporation, Act of September 2, 1958 (46 U.S.C. app. 883-1) Corporation: Name Address State of...

  5. The mismanagement of customer loyalty.

    Science.gov (United States)

    Reinartz, Werner; Kumar, V

    2002-07-01

    Who wouldn't want loyal customers? Surely they should cost less to serve, they'd be willing to pay more than other customers, and they'd actively market your company by word of mouth, right? Maybe not. Careful study of the relationship between customer loyalty and profits plumbed from 16,000 customers in four companies' databases tells a different story. The authors found no evidence to support any of these claims. What they did find was that the link between customers and profitability was more complicated because customers fall into four groups, not two. Simply put: Not all loyal customers are profitable, and not all profitable customers are loyal. Traditional tools for segmenting customers do a poor job of identifying that latter group, causing companies to chase expensively after initially profitable customers who hold little promise of future profits. The authors suggest an alternative approach, based on well-established "event-history modeling" techniques, that more accurately predicts future buying probabilities. Armed with such a tool, marketers can correctly identify which customers belong in which category and market accordingly. The challenge in managing customers who are profitable but disloyal--the "butterflies"--is to milk them for as much as you can while they're buying from you. A softly-softly approach is more appropriate for the profitable customers who are likely to stay loyal--your "true friends." As for highly loyal but not very profitable customers--the "barnacles"--you need to find out if they have the potential to spend more than they currently do. And, of course, for the "strangers"--those who generate no loyalty and no profits--the answer is simple: Identify early and don't invest anything.

  6. The Loyalty Model of Private University Student

    Directory of Open Access Journals (Sweden)

    Leonnard

    2014-04-01

    Full Text Available This study investigates Loyalty Model of Private University Student by using STIKOM London School of Public Relation as a study case. This study examined the model from service quality, college image, price, trust and satisfaction perspective. Thus, the objective of this study is to examine and analyze the effect of service quality, college image, tuition fee, trust and satisfaction towards students’ loyalty; the effect of service quality, college image, price and satisfaction towards trust; and the effect of service quality, college image and price towards satisfaction. This study used survey methodology with causal design. The samples of the study are 320 college students. The gathering of data is conducted by using questionnaire in likert scale. The analysis of the data used a Structural Equation Model (SEM approach. The implication of this study is portraying a full contextual description of loyalty model in private university by giving an integrated and innovated contribution to Student Loyalty Model in private university..

  7. How retailer coupons increase attitudinal loyalty

    DEFF Research Database (Denmark)

    Wierich, Ralf; Zielke, Stephan

    2014-01-01

    Purpose – The aim of this paper is to investigate how different design elements of retailer coupons increase the attitudinal loyalty towards retailers. Design/methodology/approach – Three design elements are manipulated in a 2x2x2 experimental design. Data is analysed using structural equation...... and the minimum purchase amount require at least some cognitive processing to have a loyalty impact. Research limitations/implications – Future studies can use the developed framework to test the impact of other design elements, promotion types or loyalty schemes. Practical implications – The results underline...... that personalization offers opportunities for increasing loyalty without the necessity of large investments. As these effects can occur without redemption, coupon promotions should not be evaluated based on redemption rates only. Originality/value – The study extends existing research by focusing on retailer coupons...

  8. Extending the prevalent consumer loyalty modelling

    DEFF Research Database (Denmark)

    Olsen, Svein Ottar; Tudoran, Ana Alina; Brunsø, Karen

    2013-01-01

    Purpose: This study addresses the role of habit strength in explaining loyalty behaviour. Design/methodology/approach: The study uses 2063 consumers’ data from a survey in Denmark and Spain, and multigroup structural equation modelling to analyse the data. The paper describes an approach employing...... the psychological meanings of the habit construct, such as automaticity, lack of awareness or very little conscious deliberation. Findings: The findings suggest that when habits start to develop and gain strength, less planning is involved, and that the loyalty behaviour sequence mainly occurs guided...... by automaticity and inertia. A new model with habit strength as a mediator between satisfaction and loyalty behaviour provides a substantial increase in explained variance in loyalty behaviour over the traditional model with intention as a mediator. Originality/value: This study contributes to the existent...

  9. The Loyalty Model of Private University Student

    Directory of Open Access Journals (Sweden)

    Leonnard

    2014-04-01

    Full Text Available This study investigates Loyalty Model of Private University Student by using STIKOM London School of Public Relation as a study case. This study examined the model from service quality, college image, price, trust and satisfaction perspective. Thus, the objective of this study is to examine and analyze the effect of service quality, college image, tuition fee, trust and satisfaction towards students’ loyalty; the effect of service quality, college image, price and satisfaction towards trust; and the effect of service quality, college image and price towards satisfaction. This study used survey methodology with causal design. The samples of the study are 320 college students. The gathering of data is conducted by using questionnaire in likert scale. The analysis of the data used a Structural Equation Model (SEM approach. The implication of this study is portraying a full contextual description of loyalty model in private university by giving an integrated and innovated contribution to Student Loyalty Model in private university.

  10. Decisions of customers loyalty programs formation

    OpenAIRE

    Gudonavičienė, Rasa; Rutelionė, Aušra

    2009-01-01

    In order that company could be prosper, successful and competitive in the market it has to keep the customer loyal. Recently business companies have started to focus on the present customers more, seeking to keep them by using various loyalty programs. Well prepared and developed loyalty stimulation tools can be effective method to strengthen relations with customers, increase sales, identify the most popular and best saleable products, evaluate how to choose the best price decisions, form th...

  11. Studying brand loyalty in the cosmetics industry

    Directory of Open Access Journals (Sweden)

    Usman Yousaf

    2012-12-01

    Full Text Available Background: The purpose of this research is to know the brand loyalty and contribute to the knowledge that how brand credibility, brand awareness, brand association, perceived quality, and product knowledge is important to build brand loyalty. Method: Data were collected from the female's students of department from the university of Sargodha Final analysis was performed on 125 valid respondents. Cronbach's Alpha statistic was used in order to check the reliability of the scale.  Regression was used in order to test the hypothesis. Correlation analysis was used to study the relationship between the variables such that this analysis studied the positive relation of all the independent variables (brand credibility, brand awareness, brand association, perceived quality and product knowledge with the dependent variable (brand loyalty. Results and Conclusion: The results indicate the positive relationships between brand credibility, brand awareness, brand association, perceived quality, product knowledge (independent variables and brand loyalty (dependent variables. Further among all the variables studied brand awareness has the highest impact on brand loyalty and according to this research L'Oreal consumer is more as compare to other brands.  Although this research specifically studies the Brand Loyalty in University of Sargodha. However more importantly, the purpose of this study is that cosmetic industry must focus on brand association, perceived quality, product knowledge, brand credibility in order to build Brand Loyalty. To the best of researcher's knowledge, this research is first of its kind in the University of Sargodha which studies student's credibility, awareness, association, perceived quality, product knowledge and loyalty toward their favorite cosmetics brand. The results of this study are limited by the specificity of the geographic context by taking a sample of 125 students of one department from total population of University of

  12. Brand Awareness and Consumer Loyalty in Malaysia

    OpenAIRE

    Firend, A.R; Alvandi, S.

    2015-01-01

    The objectives of this study is to evaluate consumer's awareness of brand by studying the relationship between brand awareness and variables such as customer loyalty, customer satisfaction, customer trust and quality of services. The study examines the relationship through a quantitative research methodology conducted in main peninsula Malaysia. The examined brand Air Asia airline's services in Malaysia. This study finds the existence of crucial association between customer loyalty, trust, sa...

  13. Pentingnya Brand Loyalty terhadap Minat Beli Ulang

    OpenAIRE

    Hadi, Prasetyo; Sumarto, Sumarto

    2010-01-01

    Brand loyalty provides strategic value to the company if managed properly. For example, the reduction of marketing costs, increase sales and market share, create brand awareness, growing interest in new customers. Including providing opportunities for the company time to anticipate a possible threat from rivals. Thus, marketing is a battle of consumer perception and brand loyalty, not just a battle of products.The purpose of this study was to investigate the effect of positioning strategy tow...

  14. Retail brand architecture and consumer store loyalty

    DEFF Research Database (Denmark)

    Brunsø, Karen; Grunert, Klaus G.

    is to investigate the relationship between consumers perceived retail brand architecture, their store satisfaction and loyalty. Furthermore we use perceived store image as a mediating factor in our framework. In total 772 Danish households participated in a telephone interview and returned questionnaires by mail....... The major contribution of this research is to conceptualise and empirically investigate the role of brand architecture for perceived store image, store satisfaction and loyalty....

  15. Do no harm: is it time to rethink the Hippocratic Oath?

    Science.gov (United States)

    Walton, Merrilyn; Kerridge, Ian

    2014-01-01

    The 1964 revision of the Hippocratic Oath addressed the disconnection in language and context between the classical doctrine and 20th century medicine. Now, 50 years later, we argue that any revision of the Oath must be responsive to the significant social, technical and political changes that have occurred in health care. This paper examines the ways in which health care and the health professions have changed over the last half-century and describes a range of environmental and contextual features that expose the inadequacies of the 1964 Oath in the worlds of today and the future. We note the constancy of the doctor-patient dyad in contemporary ethical codes and consider from the perspective of patient safety those aspects of care that might fall short of the optimum if the focus on the doctor is retained. We ask whether there is any merit in maintaining a focus on the ethics or professionalism of doctors, or whether more of our attention should be directed towards the ethics of health care itself. Patient safety is widely acknowledged as a major health issue. Being open about the interdependency of doctors, the complex socio-political nature of health care, and the inevitability of errors and adverse events need not challenge the authority of the doctor. Rather, openness about both the ways in which medicine has changed and the harms that doctors may (inadvertently) cause might afford medicine the opportunity to build a different relationship with patients (and with society more broadly), that recognises complexity, human fallibility and the uncertainty of medicine. © 2013 John Wiley & Sons Ltd.

  16. On the relationship between perceived service quality, service loyalty and switching costs

    NARCIS (Netherlands)

    Ruyter, de J.C.; Wetzels, M.G.M.; Bloemer, J.M.M.

    1998-01-01

    In the services marketing literature it has been argued that the concept of service loyalty needs further conceptual and empirical investigation. In this paper a theoretical framework for service loyalty consisting of three dimensions: preference loyalty; price indifference loyalty; and

  17. Divided by Loyalty: The Debate Regarding Loyalty Provisions in the National Defense Education Act of 1958

    Science.gov (United States)

    Maher, Brent D.

    2016-01-01

    The National Defense Education Act (NDEA) of 1958 was the first federal investment in low-interest student loans and became a precedent for expansion of student loans in the Higher Education Act of 1965. In its controversial loyalty provisions, the NDEA required loan recipients to affirm loyalty to the U.S. government. Between 1958 and 1962,…

  18. Do Loyalty Programs Enhance Behavioral Loyalty : An Empirical Analysis Accounting for Program Design and Competitive Effects

    NARCIS (Netherlands)

    Leenheer, J.; Bijmolt, T.H.A.; van Heerde, H.J.; Smidts, A.

    2002-01-01

    This paper studies the effects of loyalty programs on share-of-wallet using market-wide household panel data on supermarket purchases.We find that loyalty programs relate positively to share-of-wallet, but the programs differ in effectiveness and some are ineffective.Both a saving component and a

  19. Shopper Loyalty to Whom? Chain Versus Outlet Loyalty in the Context of Store Acquisitions

    NARCIS (Netherlands)

    van Lin, Arjen; Gijsbrechts, E.

    2014-01-01

    When patronizing stores, consumers may exhibit loyalty not only to a retail chain but also to a specific outlet. This distinction is important in a dynamic retail environment: if a store changes ownership, chain loyalty makes customers inclined to seek out another outlet of the former chain, whereas

  20. Shopper loyalty to whom? Chain versus outlet loyalty in the context of store acquisitions

    NARCIS (Netherlands)

    van Lin, A.I.J.G.; Gijsbrechts, E.

    When patronizing stores, consumers may exhibit loyalty not only to a retail chain but also to a specific outlet. This distinction is important in a dynamic retail environment: if a store changes ownership, chain loyalty makes customers inclined to seek out another outlet of the former chain, whereas

  1. Which retailers adopt a loyalty program? An empirical study

    NARCIS (Netherlands)

    Leenheer, J.; Bijmolt, T.H.A.

    2008-01-01

    This paper examines antecedents of retailers’ loyalty program adoption and their perceptions regarding loyalty program effectiveness. The investigated antecedents consists of sector, competitive and demand, and firm characteristics. To test the hypotheses, we surveyed 180 retail companies active in

  2. 38 CFR 2.3 - Delegation of authority to employees to take affidavits, to administer oaths, etc.

    Science.gov (United States)

    2010-07-01

    ... 38 Pensions, Bonuses, and Veterans' Relief 1 2010-07-01 2010-07-01 false Delegation of authority to employees to take affidavits, to administer oaths, etc. 2.3 Section 2.3 Pensions, Bonuses, and Veterans' Relief DEPARTMENT OF VETERANS AFFAIRS DELEGATIONS OF AUTHORITY § 2.3 Delegation of authority to...

  3. Hippocratic oath and conversion of ethico-regulatory aspects onto doctors as a physician, private individual and a clinical investigator.

    Science.gov (United States)

    Imran, Mohammed; Samad, Shadab; Maaz, Mohammad; Qadeer, Ashhar; Najmi, Abul Kalam; Aqil, Mohammed

    2013-10-01

    Hippocratic Oath is a living document for ethical conduct of the physicians around the world. World Medical Association has been amending the oath as per the contemporary times. Although physicians maintain their ethical standards while treating a patient yet many a times social, administrative and ruling powers either use physicians as their tool of oppression or victimize them for conducting duties as per their oath. The Tuskegee Syphilis Study and Human Radiation Experiments in America, Nazi Experiments in Germany and compulsory sterilization program in India were the studies where States used physicians for the advancement of their rationality or belief. Conversely victimization of physicians in Kosovo, Sri Lanka and incarcerating physicians for treating human immunodeficiency virus/acquired immunodeficiency syndrome patients in some countries is concerning. The Nuremberg code, the Declaration of Geneva, Belmont Report and Declaration of Helsinki are ethical documents while active involvement of Food and Drug Administration through "common rule" resulted in guidelines like International Conference on Harmonization and Good Clinical Practices. Still unethical studies are found in developing countries. Studies such as experimental anticancer drugs in 24 cancer patients without adequate prior animal testing and informed consent in Kerala, studies at All India Institute of Medical Sciences in New Delhi resulted in 49 deaths of children and many more suspicious studies are rampant. Reverting back to the fundamentals of the medical profession; teaching medical ethics and enforcement of "medical neutrality" by embarking some grade of "medical immunity" on the basis of the oath is necessary for ethical conduct of physicians.

  4. Brand Loyalty: Impact of Cognitive and Affective Variables

    OpenAIRE

    Mourad TOUZANI; Azza TEMESSEK

    2009-01-01

    Studies on brand loyalty typically focus on the behavioural side of brand loyalty or on the attitudinal side. Rare are the studies that examine simultaneously both components of brand loyalty. The present study was performed to describe the conjoint contribution of cognitive and affective variables in the formation of brand loyalty. A questionnaire was administered to 400 shampoo users. A confirmatory analysis was performed to test the conceptual model presented. The results provide a better ...

  5. AN ANALYSIS OF THE BRAND LOYALTY BASED CONSUMER TYPOLOGY

    OpenAIRE

    Moisescu Ovidiu Ioan

    2007-01-01

    Even though the number of brands has strongly increased in recent years, only a few managed to endow themselves with significant brand loyalty. Besides the actual proprietary brand assets, such as patents and trademarks, other major elements like brand loyalty, perceived quality, brand associations, and others, underlie brand equity. A successful brand strategy must be based on creating brand loyalty. For achieving this goal consumers must be classified on a loyalty basis, while marketing str...

  6. FACTORS INFLUENCING BRAND LOYALTY IN PROFESSIONAL SPORTS FANS

    OpenAIRE

    Yun-Tsan Lin; Chen-Hsien Lin

    2008-01-01

    Many researchers have provided comprehensive definitions for the term of brand loyalty and also examined the factors affecting brand loyalty with many empirical studies. But there is little research focusing on the brand loyalty of professional sports fans. The topic area about factors influencing brand loyalty in professional sports fans was identified because these fans bring significant financial benefits every year and stimulate economic growth in the United States. Although different con...

  7. Relationship Marketing Through the Prism of Customer Loyalty

    OpenAIRE

    Bivainis, Juozas

    2011-01-01

    The paper sistemically analyzes two complex phenomena relevant to practice and science – mixture of relationship marketing and customer loyalty. The following fundamental aspects of these phenomena were analyzed: the historical context of relationship marketing and customer loyalty, content of relationship marketing at strategic and tactical levels, the most popular features of relationship marketing strategies, specifics of loyalty status change, the place of customer loyalty programs in mar...

  8. Factors Influencing Brand Loyalty For Samsung Mobile Users In Nepal

    OpenAIRE

    Singh, Bikash

    2016-01-01

    Master's thesis Business Administration BE501 - University of Agder 2016 Brand loyalty is one of the key element to success for the business organization. There is a high competition between the brand of the smart phone companies, so it is necessary to develop customer trust to build brand loyalty. The study aims to identify the factors influencing brand loyalty in Nepalese market. The model studies the effect of different independent variables that determines brand loyalty. Regression ana...

  9. The Effects of Brand Loyalty on Competitive Price Promotional Strategies

    OpenAIRE

    Jagmohan S. Raju; V. Srinivasan; Rajiv Lal

    1990-01-01

    This paper analyzes the role played by brand loyalty in determining optimal price promotional strategies used by firms in a competitive setting. (Loyalty is operationalized as the minimum price differential needed before consumers who prefer one brand switch to another brand.) Our objective is to examine how loyalties toward the competing brands influence whether or not firms would use price promotions in a product category. We also examine how loyalty differences lead to variations in the de...

  10. 'Online Shopping’ Customer Satisfaction and Loyalty in Norway

    OpenAIRE

    Sankaran, Pervaiz Ali and Sudha

    2010-01-01

    The primary goal of this research is to analyze the customer satisfaction and loyalty of the online customers in Norway. The theoretical framework discusses in brief about the effects of customer loyalty and retention on customer satisfaction. The study on customer satisfaction and loyalty has been done from the perspective of a firm performing online business. To understand the customer satisfaction and loyalty level of online Norwegian shoppers, we pursued with the collection of quantitativ...

  11. The adoption and effectiveness of loyalty programs in retailing

    NARCIS (Netherlands)

    Leenheer, J.

    2004-01-01

    Loyalty programs have widely appeared in several sectors, with the aim of enhancing customer loyalty and profitability. This dissertation examines which role loyalty programs can play in the company's marketing-mix, with a special focus on retailing. The dissertation consists of three independent

  12. Creating effective loyalty programs knowing what (wo-)men want

    NARCIS (Netherlands)

    Melnyk, V.

    2005-01-01

    Loyalty programs started to boom in the late 1990s, under the main premise that it is cheaper to keep existing customers than to attract new ones. However, despite their popularity, many loyalty programs are ineffective and fail to stimulate the desired loyalty of customers. Therefore, the debate

  13. The benefit of guest loyalty programmes | La Rose | Research in ...

    African Journals Online (AJOL)

    In the literature review of this research, the following aspects are discussed: a loyalty programme and its use; the sort of loyalty programmes; the effects of a loyalty programme; and the wishes and needs of a leisure guest. Surveys were divided among 46 leisure guests of Apollo Hotels and Resorts in order to collect data on ...

  14. Student satisfaction and loyalty in Denmark

    DEFF Research Database (Denmark)

    Shahsavar, Tina; Sudzina, Frantisek

    2017-01-01

    Monitoring and managing customers’ satisfaction are key features to benefit from today’s competitive environment. In higher education context, only a few studies are available on satisfaction and loyalty of the main customers who are the students, which signifies the need to investigate the field...... more thoroughly. The aim of this research is to measure the strength of determinants of students’ satisfaction and the importance of antecedents in students’ satisfaction and loyalty in Denmark. Our research model is the modification of European Performance Satisfaction Index (EPSI), which takes...... the university’s image direct effects on students’ expectations into account from students’ perspective. The structural equation model of student satisfaction and loyalty has been evaluated using partial least square path modelling. Our findings confirm that the EPSI framework is applicable on student...

  15. Costs of Loyalty Programmes Implementation in Pharmacies

    Directory of Open Access Journals (Sweden)

    Maria Sierpińska

    2010-10-01

    Full Text Available Receiving the customer is in todays market realities top marketing companies. The build a sustainable partnership relation between the seller and the buyer is decide on businesses, takings and profit potential. Increasingly, therefore, perpetuates the view that create lasting relationships is an essential factor in improving the effectiveness of marketing activities conducted by modern businesses. The paper presents the implementation costs of loyalty programmes in pharmacies. These costs are presented based on a study of one of the largest pharmacy loyalty programmes in Poland: I care for health.

  16. The Mission of customer loyalty programmes and peculiarities of their development

    OpenAIRE

    Bagdonienė, Liudmila; Jakštaitė, Rasa

    2006-01-01

    Loyalty is a characteristic of a person showing any relation with an object – goods, service or enterprise. Nowadays it is important to earn loyalty of investors, employees and customers. The article deals with essence of customer loyalty, dimensions of customer loyalty, mission, goals, tasks of customer loyalty as well as disputes a process of developing customer loyalty programme: choice of a target group, grounding the structure implementing customer loyalty programme, registration of part...

  17. Patient influences on satisfaction and loyalty for GP services.

    Science.gov (United States)

    Rundle-Thiele, Sharyn; Russell-Bennett, Rebekah

    2010-04-01

    Little is known about the influence that patients themselves have on their loyalty to a general practitioner (GP). Consequently, a theoretical framework that draws on diverse literature is proposed to suggest that along with satisfaction, patient loyalty is an important outcome for GPs. Comprising 174 Australian patients, this study identified that knowledgeable patients reported lower levels of loyalty while older patients and patients visiting a GP more frequently reported higher levels of loyalty. The results suggest that extending patient-centered care practices to encompass all patients may be warranted in order to improve patient satisfaction and loyalty. Further, future research opportunities abound, with intervention and dyadic research methodologies recommended.

  18. Brand Loyalty: Impact of Cognitive and Affective Variables

    Directory of Open Access Journals (Sweden)

    Mourad TOUZANI

    2009-01-01

    Full Text Available Studies on brand loyalty typically focus on the behavioural side ofbrand loyalty or on the attitudinal side. Rare are the studies that examinesimultaneously both components of brand loyalty. The present study wasperformed to describe the conjoint contribution of cognitive and affectivevariables in the formation of brand loyalty. A questionnaire was administered to400 shampoo users. A confirmatory analysis was performed to test theconceptual model presented. The results provide a better knowledge about therole played by each factor in brand loyalty formation and emphasises the majorrole played by affective factors.

  19. Determinants of Brand Loyalty: A Study of the Experience-Commitment-Loyalty Constructs

    OpenAIRE

    Vishwas Maheshwari; George Lodorfos; Siril Jacobsen

    2014-01-01

    Marketing strategies for brands have shifted its focus on relationships and value creation that directly links to brand loyalty, is the main focus of this paper and two key factors: brand experience and brand commitment, within automotive sector, are investigated to examine relative relationships. These factors have already been established to have a connection to brand loyalty. However, as brand commitment consists of both affective and continuance commitment, it is still somewhat unclear ab...

  20. Interplay between air passengers' service quality, satisfaction, loyalty and loyalty programmes in South African owned airlines

    OpenAIRE

    Mantey, Nicholas O.; Naidoo, Vannie

    2017-01-01

    Orientation: Delivering service quality is crucial for the continuous operation and sustainability of South African owned airlines. The term ‘South African owned airlines’ refers to six South African owned registered airlines, and is used for purpose of anonymity and confidentiality. Research purpose: The main aim of this study was to examine the interplay between service quality delivery, satisfaction, loyalty programmes and passengers’ loyalty to South African owned airlines. Motivati...

  1. The Significance of Loyalty on Consumer Credit Profitability

    Directory of Open Access Journals (Sweden)

    Aditya Galih Prihartono

    2012-04-01

    Full Text Available The purpose of this research is to analyze and test the effect of customer loyalty on consumer credit profitability. Loyalty Index Score was developed to determine the level of customers’ loyalty level through 4 main variables; Longevity, Depth, Breadth and Referrals. The effect of Loyalty Index Score on profitability was further tested by path analysis to find out the significance direct relationship between loyalty and profitablity and the indirect relationship between the two variable through bucket. The result showed that loyalty has a significant effect on profitability either directly or indirectly. It was concluded that direct loyalty effect on profitability is lower than that of the indirect effect through bucket. The conclusion could be made by analyzing the available data from personal loan customers in one of the biggest multinational bank in indonesia during October 2010 until March 2011.

  2. Testing scales for beer brand loyalty

    DEFF Research Database (Denmark)

    Sudzina, Frantisek

    2017-01-01

    and Carlsberg beers, and to compare Cronbach's alphas for the two brands when evaluated by the same respondents. Both brands are produced by the Carlsberg Group, and both are lagers. The Carlsberg Group markets Tuborg as a more premium brand, and it also aims at women. Both validated loyalty scales - (repeat...

  3. Does patient satisfaction affect patient loyalty?

    Science.gov (United States)

    Kessler, Daniel P; Mylod, Deirdre

    2011-01-01

    This paper aims to investigate how patient satisfaction affects propensity to return, i.e. loyalty. Data from 678 hospitals were matched using three sources. Patient satisfaction data were obtained from Press Ganey Associates, a leading survey firm; process-based quality measures and hospital characteristics (such as ownership and teaching status) and geographic areas were obtained from the Centers for Medicare and Medicaid Services. The frequency with which end-of-life patients return to seek treatment at the same hospital was obtained from the Dartmouth Atlas. The study uses regression analysis to estimate satisfaction's effects on patient loyalty, while holding process-based quality measures and hospital and market characteristics constant. There is a statistically significant link between satisfaction and loyalty. Although satisfaction's effect overall is relatively small, contentment with certain hospitalization experience may be important. The link between satisfaction and loyalty is weaker for high-satisfaction hospitals, consistent with other studies in the marketing literature. RESEARCH LIMITATION/IMPLICATIONS: The US hospitals analyzed are not a random sample; the results are most applicable to large, non-profit teaching hospitals in competitive markets. Satisfaction ratings have business implications for healthcare providers and may be useful as a management tool for private and public purchasers. The paper is the first to show that patient satisfaction affects actual hospital choices in a large sample. Because patient satisfaction ratings are also correlated with other quality measures, the findings suggest a pathway through which individuals naturally gravitate toward higher-quality care.

  4. Loyalty and Creativity in a Disciplinary Organization

    Science.gov (United States)

    Kirkhaug, Rudi

    2009-01-01

    The relationship between loyalty to rules and the creativity that attempts to improve those same rules was examined among Norwegian army officers deployed in international operations. Today's army officers are faced with rapidly changing work conditions and unpredictable enemies, both of which challenge and outdate rules and routines. They thus…

  5. Loyalty Programmes : Current Knowledge and Research Directions

    NARCIS (Netherlands)

    Dorotic, Matilda; Bijmolt, Tammo H. A.; Verhoef, Peter C.

    Loyalty programmes (LPs) have increased in number and popularity, but their effects on customer behaviour remain equivocal, due to a lack of understanding of the drivers of LP effectiveness and insufficient generalizable conclusions across prior studies. This paper synthesizes current knowledge

  6. Your loyalty program is betraying you.

    Science.gov (United States)

    Nunes, Joseph C; Drèze, Xavier

    2006-04-01

    Even as loyalty programs are launched left and right, many are being scuttled. How can that be? These days, everyone knows that an old customer retained is worth more than a new customer won. What is so hard about making a simple loyalty program work? Quite a lot, the authors say. The biggest challenges include clarifying business goals, engineering the reward structure, and creating incentives powerful enough to change buying behavior but not so generous that they erode margins. Additionally, companies have to sort out the puzzles of consumer psychology, which can result, for example, in two rewards of equal economic value inspiring very different levels of purchasing. In their research, the authors have discovered patterns in what the successful loyalty programs get right and in how the others fail. Together, their findings constitute a tool kit for designing something rare indeed: a program that won't do you wrong. To begin with, it's important to know exactly what a loyalty program can do. It can keep customers from defecting, induce them to consolidate certain purchases with one seller (in other words, win a greater share of wallet), prompt customers to make additional purchases, yield insight into their behavior and preferences, and turn a profit. A program can meet these objectives in several ways--for instance, by offering rewards (points, say, or frequent-flier miles) divisible enough to provide many redemption opportunities but not so divisible that they fail to lock in customers. Companies striving to generate customer loyalty should avoid five common mistakes: Don't create a new commodity, which can result in price wars and other tit-for-tat competitive moves; don't cater to the disloyal by making rewards easy for just anyone to reap; don't reward purchasing volume over profitability; don't give away the store; and, finally, don't promise what can't be delivered.

  7. Metacarpal sign

    Directory of Open Access Journals (Sweden)

    Barbara Nieradko-Iwanicka

    2018-02-01

    Full Text Available Background Archibald's sign, or metacarpal sign is defined as shortening of the IV and V metacarpal bones, is a rare phenomenon found in the Turner syndrome, homocystinuria and in Albright's osteodystrophy. Objectives The aim of the article was to show a rare case of metacarpal sign with atypical shortening of the III and IV metacarpal bones not connected with gonadal dysgenesia, genetic disorders nor osteodystrophy. Material and methods Case report of a 60-year-old female patient. Results Artchibald's metacarpal sign in the described case was accompanied by erosive arthritis in the left lower extremity. No features of genetic disorders nor gonadal disgenesia were found in the patient. Undifferentiated seronegative asymmetric erosive arthritis developed in the patient. The level of parathormon was within the normal range. No signs of tumor were seen in bone scintigraphy. Conclusions Archibald's metacarpal sign may be present in patients without genetic disorders.

  8. Program Perceived Value and Program Satisfaction Influences on Store Loyalty: Insights from Retail Loyalty Progam

    Directory of Open Access Journals (Sweden)

    Nor Asiah Omar

    2007-09-01

    Full Text Available Investigations to determine whether program perceived value could influence program satisfaction, program card loyalty and store loyalty are critical to elucidate the roles and significance of the constructs and advancing management practice. Accordingly, in line with this research direction, this study aims to assess the effects of program perceived value offered by few leading retail superstores and departmental stores in Malaysia on its members’ loyalty towards the store. The data set utilized in this study has been obtained via quota sampling technique, where a sample of 153 retail loyalty programs’ members was analyzed. An integrative conceptual model was developed and tested using Structural Equation Modeling using AMOS program. The results exemplify that program perceived value is a strong driver of program satisfaction and program card loyalty. Unexpectedly, program perceived value is not a significant predictor of store loyalty but, it has an indirect effect on store loyalty mediated by program satisfaction. Continuous plea in marketing management is to make marketing instruments more efficient. In recent years introduction of customer relationship marketing instruments is strongly advocated, both in marketing theory and practice. Several researchers (e.g., Berry 1983; Berry and Parasuraman 1991; and Gronroos, 1994 have changed the focus of a marketing orientation from attracting short-term, discrete transactional customers to retaining long-lasting, intimate customer relationships. In fact Roberts, Varki, Brodie (2003, further suggested that it is best to describe relationship marketing as the formation of “bonds” between the company and the customer. Achieving an effective relationship in a consumer context is considered to be even more challenging than it is in a business-to-business context, given the generally more polygamous character of consumers as opposed to business customers (Keng and Ehrenberger 1984; Pressey and

  9. Hippocratic oath and conversion of ethico-regulatory aspects onto doctors as a physician, private individual and a clinical investigator

    Directory of Open Access Journals (Sweden)

    Mohammed Imran

    2013-01-01

    Full Text Available Hippocratic Oath is a living document for ethical conduct of the physicians around the world. World Medical Association has been amending the oath as per the contemporary times. Although physicians maintain their ethical standards while treating a patient yet many a times social, administrative and ruling powers either use physicians as their tool of oppression or victimize them for conducting duties as per their oath. The Tuskegee Syphilis Study and Human Radiation Experiments in America, Nazi Experiments in Germany and compulsory sterilization program in India were the studies where States used physicians for the advancement of their rationality or belief. Conversely victimization of physicians in Kosovo, Sri Lanka and incarcerating physicians for treating human immunodeficiency virus/acquired immunodeficiency syndrome patients in some countries is concerning. The Nuremberg code, the Declaration of Geneva, Belmont Report and Declaration of Helsinki are ethical documents while active involvement of Food and Drug Administration through "common rule" resulted in guidelines like International Conference on Harmonization and Good Clinical Practices. Still unethical studies are found in developing countries. Studies such as experimental anticancer drugs in 24 cancer patients without adequate prior animal testing and informed consent in Kerala, studies at All India Institute of Medical Sciences in New Delhi resulted in 49 deaths of children and many more suspicious studies are rampant. Reverting back to the fundamentals of the medical profession; teaching medical ethics and enforcement of "medical neutrality" by embarking some grade of "medical immunity" on the basis of the oath is necessary for ethical conduct of physicians.

  10. The Hippocratic oath: A comparative analysis of the ancient text′s relevance to American and Indian modern medicine

    Directory of Open Access Journals (Sweden)

    Chandrakant I Jhala

    2012-01-01

    Full Text Available Hippocrates (460-375 B.C., an ancient Greek physician considered the "Father of Medicine," constructed the groundwork for the principles of ethics in medicine over 2,500 years ago in his establishment of the Hippocratic Oath. One of the oldest binding documents in history, the text has remained the ethical template for physicians to this day. The changing cultural and social environment of modern society, accompanied by the advancement in scientific knowledge and therapeutic tools, has surfaced the need to reframe ethical perspective in modern medicine. Progress in aspects such as organ transplantation, stem cell technology, and genetic engineering has welcomed a new set of ethical dilemmas. These dilemmas have become intimately intertwined with the impact of commercialization, as seen by the interplay between legislation, health care, and pharmaceutical businesses. This paper seeks to dissect the principles of the original Hippocratic Oath and analyze the template in relation to the ethical dilemmas presented by contemporary medicine. Examination will provide a deeper understanding of the paradigm shift in modern medical ethics. Both the value of the Oath and the level of awareness of modern ethical dilemmas through the lens of American and Indian medical graduates will be assessed.

  11. An exploration of loyalty determinants in Greek wine varieties

    DEFF Research Database (Denmark)

    Krystallis, Athanasios; Chrysochou, Polymeros

    2010-01-01

    Purpose - This paper aims to provide a deeper understanding of the market structure of Greek red and white wine varieties and to measure the loyalty behaviour of frequent wine buyers in Greece. Design/methodology/approach - The study measures brand performance and loyalty of four different Greek...... wine varieties. Based on stated preference data, basic brand performance measures are estimated through Juster purchase probabilities of brand choice. To measure loyalty behaviour, the polarisation index w (phi) is used as a measure to model both loyalty to the brand name and specific wine attributes...... and their levels. Findings - The findings of the present study point to the conclusion that each one of the four Greek wine varieties under examination exhibits its own market structure and loyalty profile, whereas price, quality certification and winemaker's size seem to function as loyalty stimulators more...

  12. The effectiveness of loyalty programs in the hospitality industry: the case of hotels in Slovakia

    OpenAIRE

    Lubica Hikkerova; Jean-Michel Sahut

    2014-01-01

    This article deals with the issues of hotel loyalty programs implemented in the Slovak Republic. It analyzes the effectiveness of loyalty programs in relation to purchasing behaviour of Slovak customers. We propose a theoretical model of loyalty determina

  13. ANTESEN CUSTOMER LOYALTY PADA BUDGET HOTEL

    Directory of Open Access Journals (Sweden)

    Latifa Rahma

    2016-08-01

    Full Text Available This research discusses the effects of Service Quality on Customer Satisfaction, Customer Loyalty, and Brand Image Budget hotel (Five Budget Hotel Managed by local chain hotel. The purpose of this study were 1 to analyze the effects of Service Quality on Customer Satisfaction, 2 to analyze the effects of Service Quality on Customer Loyalty, 3 to analyze the effect of Customer Satisfaction to Customer Loyalty, 4 to analyze the effects of Service Quality on the Brand Image, 5  to analyze the influence of the Customer Satisfaction Brand Image, 6 to analyze the effect of Customer Loyalty to Brand Image. The design of this research using primary data obtained by distributing questionnaires to 250 respondents eligible stayed at the Budget Hotel at least 1 time in last 12 months. Respondents were selected using purposive sampling method and the data were analyzed using AMOS version 22.0 and SPSS version 22.0. The proposed model was tested using Structural Equation Modeling (SEM and analyzed using AMOS. This study shows that 1 Service Quality found to have an influence on Customer Satisfaction, 2 Service Quality found to have an influence on Customer Loyalty, 3 Customer Satisfaction is found to have an influence on Customer Loyalty, 4 Service Quality found to have an influence on brand image, 5 Customer Satisfaction is found to have an influence on Brand Image, 6 Customer Loyalty found to have an influence on the Brand Image. The results of this study concluded that there is a positive influence of the Service Quality on Brand Image through the Customer Satisfaction and Customer Loyalty. Future researches are recommended to increase the factor of First Impression, Favorable Location, Hotel Core

  14. Faktor-Faktor Brand Loyalty Smartphone pada Generasi Y

    OpenAIRE

    Tirta Angela; Nurlaila Effendi

    2015-01-01

    Brand loyalty terhadap smartphone merupakan bentuk perilaku pembelian berulang yang dilakukan konsumen terhadap suatu merek smartphone yang sama. Brand loyalty merupakan suatu fenomena penting bagi industri. Generasi Y merupakan sasaran penelitian ini karena berkarakteristik sebagai techno-generation yang akan menjadi pimpinan pasar pada masa depan. Tujuan penelitian ini adalah mengidentifikasi faktor-faktor yang mempengaruhi brand loyalty terhadap smartphone, pada generasi Y. Teknik sampling...

  15. The influence of customer relationship management information on customer loyalty

    OpenAIRE

    Ignatovič, Eva

    2009-01-01

    The purpose of this master thesis is to approve that customer relationship management (CRM) has influenced on customer loyalty. In order to achieve this purpose the work was divided into four main tasks: review of the relevant literature; analyze the influence of customer relationship management on customer loyalty and approve its importance for companies, research of the concrete business-to-business (B2B) Company CRM process and its customer loyalty, and the development of the customer rela...

  16. Development of loyalty programmes in the hotel industry

    OpenAIRE

    Laškarin, Marina

    2013-01-01

    Purpose – In the very beginning when loyalty programmes were being developed, hoteliers were mostly involved as partners of airline companies. However, once they realized the obvious numerous advantages that airlines were gaining, hoteliers began to design their own loyalty programmes. The idea of a loyalty programme is to strike a balance between what guests want and what is offered to them as a reward, and to find other programme partners whose services guests will also use. This paper will...

  17. Loyalty Programme Roulette: The Loyal, The Committed, And The Polygamous

    OpenAIRE

    Michael Noel du Toit; Michael Colin Cant

    2012-01-01

    Loyalty programmes have two main aims, firstly to gather consumer data and secondly to create or maintain loyal behaviour amongst their customers. The aim of this study was to investigate the results of a loyalty programme and evaluate its effectiveness in encouraging loyal behaviour amongst members. In order to achieve this objective, a comparison was made between the loyal behaviour of members and non-members of a loyalty programme at a single clothing retailer by means of a structured ques...

  18. Analysis of the loyalty programme of Ambiente restaurants

    OpenAIRE

    Čuchranová, Mária

    2011-01-01

    The thesis is focused on the area of loyalty programme. Its aim is to analyse the loyalty programme of Ambiente restaurants called The Programme for Friends of Good Food and to compare it with the old method of rewarding customers that the company used to have before they launched the programme. The theoretical part of this thesis describes the position of loyalty programme in marketing and explains the basic terms as marketing and commercial communication, marketing mix, communication mix, s...

  19. Customer Segmentation by Factors Influencing Brand Loyalty and Customer Involvement

    OpenAIRE

    Tereza Vebrová; Kateřina Venclová; Stanislav Rojík

    2016-01-01

    Brand loyalty and customer involvement are two important concepts that help explain and understand a significant part of consumer shopping behavior. The aim of the present work is to identify factors influencing brand loyalty and customer involvement. A further aim is to consider subsequent segmentation of customers with respect to different degrees of brand loyalty and customer involvement. The research was focused on the field of Czech telecommunication services – mobile operators. Primary ...

  20. Developing a customer loyalty programme for Aircooled Ltd

    OpenAIRE

    Muljar, Evelina

    2013-01-01

    The purpose of this thesis project was to plan a customer loyalty programme for a small company called Aircooled Finland Oy/Ltd. The study was conducted using a quantitative research method in the form of a questionnaire. Although the plan for the customer loyalty programme was already agreed on with the manager of the company, this research was commissioned as a form of information retrieval to determine whether the customers would find this type of a loyalty programme appealing. This st...

  1. Modeling Customer Behavior in Loyalty Programs

    OpenAIRE

    Taylor, Wayne

    2017-01-01

    Loyalty programs have exploded in popularity in recent decades. In the United States alone, membership has reached 1.3 billion (Ferguson and Hlavinka, 2007). In spite of their continued popularity, the effectiveness of these programs has been long debated in the literature, with mostly mixed results. Verhoef (2003) finds that the effects are positive but very small, DeWulf et al. (2001) finds no support for positive effects of direct mail, Shugan (2005) finds that firms gain short term revenu...

  2. Consumer Learning, Brand Loyalty, and Competition

    OpenAIRE

    J. Miguel Villas-Boas

    2004-01-01

    In several markets, consumers can gain further information regarding how well a product fits their preferences only by experiencing it after purchase. This could then generate loyalty for the products tried first. This paper considers a model in which consumers learn in the first period about the product they buy and then make choices in the second period about the competing products, given what they learned in the first period. The paper finds that if the distribution of valuations for each ...

  3. Factors for Creating Online Customer Loyalty

    OpenAIRE

    Anamaria Baranov; Liliana-Aurora Constantinescu

    2012-01-01

    Only those companies which succeed in building lasting relationships with online customers are those who customers are confident in and transact online securely. Furthermore, successful companies are those who pay attention to customer satisfaction, who are trying to understand customer needs and expectations and to fulfill them properly. Only those online store managers that focus more on gaining customer loyalty, than to customer acquisition succeed in the online business medium. Customer l...

  4. Media brand loyalty through online audience integration?

    OpenAIRE

    Lischka, Juliane A

    2015-01-01

    This chapter discusses the question whether audience members become loyal toward a media brand when sharing, liking or commenting on online media content – or are loyal readers more inclined to write comments on online articles or to like and share them? The aim is to answer this chicken-egg causality dilemma on the audience integration-loyalty relation on a theoretical basis. Therefore, the concept of attitude-behavior consistency, the theory of reasoned action, involvement theory, uses and ...

  5. The Impact of value equity and brand equity on loyalty : an empirical investigation in retail banking

    OpenAIRE

    Ivanauskienė, Neringa; Auruškevičienė, Viltė

    2013-01-01

    The scientific analysis of the concept of customer loyalty leads to assertion that the loyalty theory cannot be treated separately from the service quality theory and the branding theory, and the research of loyalty factors, despite their abundance, has not yet revealed an overall approach towards the causalities of loyalty. The research problem is related to how functional value and brand value affect the loyalty of retail banking customers. The object of the research is the loyalty based on...

  6. Comparison of attitude to loyalty programmes between Czech and English customers

    OpenAIRE

    Müllerová, Patricie

    2014-01-01

    This work deals with customer loyalty and loyalty programmes in areas of buying chemist goods, clothing, footwear and groceries. The main objective of this work is to compare the approach of English and Czech customers to loyalty programmes in these areas. The intention of the analysis is to discover whether the approach to loyalty programmes in these two countries varies and what are the major differences. Does using a loyalty programme really affect customer loyalty? Who are more loyal, Cze...

  7. Study of The Final Customer Loyalty Process

    Directory of Open Access Journals (Sweden)

    Juan Carlos Fandos

    2013-12-01

    Full Text Available For any business is important to maintain a loyal customer base to help they to survive over time. This situation is accentuated even to the extent that increases competition and increases uncertainty. At present these are two features that are really developed. Because of the deep crisis in which we are, and other elements such as globalization and the development of new technologies and communication systems, we are faced with a scenario of intense competition and uncertainty manifest. It is therefore more necessary than ever to know in depth how to get customers to be faithful, and develop true loyalty strategies.In this paper, we present the sequential approach to the formation of consumer loyalty in order to deepen understanding of the concept. It is supplemented by studying the combined effect of switching costs as an element that promotes the continuity of the relationship. The results shows that the consumer takes a more cognitive process information in their initial assessments of the service and therefore in the early stages of loyalty. As advances in consumer behavior process becomes more direct and mechanic, so we can say that the customer-company bond is stronger.

  8. Loyalty in the Workplace: Some Considerations for Mental Health Nurses.

    Science.gov (United States)

    Cleary, Michelle; Lees, David; Sayers, Jan

    2018-04-01

    Nurses are expected to be loyal to their patients, employer and the nursing profession, while also remaining 'loyal' to their own values and aims as both a person and clinician. Loyalty therefore is of central importance to how we relate to people in personal and professional relationships and may affect our attitude to the organization we work for. This column explores the concept of loyalty, and its role in professional relationships, behaviour and practice. Ways that loyalty can be influential in achieving personal, patient and organizational outcomes are explored and the potential to enhance loyalty is considered.

  9. Does Customer Loyalty Depend on Corporate Social Responsibility?

    Directory of Open Access Journals (Sweden)

    Stanisavljević Milena

    2017-03-01

    Full Text Available This paper presents the results of a study conducted to examine the dependence of customer loyalty on corporate social responsibility (CSR. CSR is a good opportunity for a company’s differentiation, but only if customers value the company’s efforts in this field. Loyalty is a primary goal of each company, but it is influenced by numerous factors. The goal of this paper was to examine if CSR influences customer loyalty as one possible factor. Based on the presented results, management recommendations are provided concerning business strategy, mission, and vision formulation, so companies can fulfill customers’ interests and gain their loyalty.

  10. Customer Satisfaction with the Loyalty Programs in Retail

    Directory of Open Access Journals (Sweden)

    Kraljević Radojka

    2017-12-01

    Full Text Available The loyalty programs are often part of a comprehensive strategy for customer relationship and provide a good way to identify and maintain customers with greater value than others. The main objective of this paper is to show the role of loyalty programs affecting customer satisfaction in retail. The purpose of the empirical research was to discover the effects of loyalty programs on customer satisfaction. Research has shown (N= 53 that the loyalty program is not the determinating factor. All other examined factors such as product range, price, locationof the store and customers relationship proved to be the more relevant for consumer satisfaction.

  11. How do challenges increase customer loyalty to online games?

    Science.gov (United States)

    Teng, Ching-I

    2013-12-01

    Despite the design of various challenge levels in online games, exactly how these challenges increase customer loyalty to online games has seldom been examined. This study investigates how such challenges increase customer loyalty to online games. The study sample comprises 2,861 online gamers. Structural equation modeling is performed. Analytical results indicate that the relationship between challenge and loyalty intensifies when customers perceive that overcoming challenges takes a long time. Results of this study contribute to efforts to determine how challenges and challenge-related perceptions impact customer loyalty to online games.

  12. Brand image, cultural events and loyalty in mobile industry

    Directory of Open Access Journals (Sweden)

    Thelma Valéria Rocha

    2013-05-01

    Full Text Available : This study analyses the effect of cultural events in brand image and customers’ loyalty in the mobile industry. The main relevance is to discuss the effectiveness’ of cultural events, those demanding high investments’ for the companies which have to explain the results in terms of loyalty and brand image. The subject is reviewed theoretical considering three topics: cultural events, brand image and loyalty, which lead to hypotheses to be tested. The field research of a quantitative nature uses the survey method, which was applied to 150 teenagers consumers of mobiles companies, classes A and B. The results of field research show that there is a positive relationship between cultural activities and brand image, and between the brand image and loyalty. However, there was significant correlation between cultural events and loyalty only to B Company. It may be related with B events wish were prepared to this target and may improve loyalty. To companies as A and C, brand image acts as moderator between cultural events and loyalty. These results indicated that cultural events may have impact in loyalty, since the company developed those actions to the target. As contribution, this study fills a gap which is the study that discusses effect of cultural activities on brand image and loyalty, in emerging economies, as Brazil, where few researches consider cultural events.

  13. Community pharmacy loyalty among individuals with schizophrenia.

    Science.gov (United States)

    Lauzier, Sophie; Grégoire, Jean-Pierre; Lesage, Alain; Moisan, Jocelyne

    2013-01-01

    Community pharmacists can use medication records to assist individuals who are loyal to their pharmacy in better managing their pharmacotherapy. However, the extent of community pharmacy loyalty among individuals with severe mental illness such as schizophrenia remains unknown. To assess the extent of community pharmacy loyalty among individuals with schizophrenia and identify factors associated with loyalty. Using the Quebec Health Insurance Board databases, a cohort study of individuals with schizophrenia who claimed an antipsychotic drug for the first time between January 1, 2001 and December 31, 2005 was conducted. Such individuals were considered loyal to their community pharmacy if they filled all their prescriptions for any drug at the same community pharmacy during the second year after antipsychotics initiation. Logistic regression models were used to identify factors associated with community pharmacy loyalty (measured in the first year after antipsychotics initiation). Of the 6159 individuals in the study, 57.8% were loyal to one pharmacy. Men were more likely to be loyal (Adjusted OR = 1.29; 95% CI = 1.16-1.44), as were individuals aged 30-64 years and those aged ≥65 years, when compared to individuals 20-29 years (1.70; 1.48-1.95 and 2.39; 1.97-2.90, respectively). Individuals who filled their antipsychotics on a weekly basis were also more likely to be loyal (1.39; 1.18-1.63). Factors associated with non-loyalty were welfare beneficiary status (0.79; 0.70-0.89), having substance-use disorder (0.69; 0.60-0.80), a greater number of different types of drugs (5-8 types = 0.76; 0.66-0.87; 9-51 = 0.59; 0.50-0.69), and emergency department visits (0.71; 0.60-0.82). Results suggest that medication records in community pharmacies are incomplete for 42.2% of individuals with schizophrenia. Individuals more likely to experience more severe illness were also those less likely to be loyal. Given the potentially severe consequences of medication-related problems

  14. Medical ethics at Guantanamo Bay and Abu Ghraib: the problem of dual loyalty.

    Science.gov (United States)

    Clark, Peter A

    2006-01-01

    Although knowledge of torture and physical and psychological abuse was widespread at both the Guantanamo Bay detention facility and Abu Ghraib prison in Iraq, and known to medical personnel, there was no official report before the January 2004 Army investigation of military health personnel reporting abuse, degradation or signs of torture. Military medical personnel are placed in a position of a "dual loyalty" conflict. They have to balance the medical needs of their patients, who happen to be detainees, with their military duty to their employer. The United States military medical system failed to protect detainee's human rights, violated the basic principles of medical ethics and ignored the basic tenets of medical professionalism.

  15. Loyalty Program in the Pharmacy. Case of Construction and Implementation

    Directory of Open Access Journals (Sweden)

    Agnieszka Woś

    2008-03-01

    Full Text Available This paper presents the process of construction the loyalty programs between pharmaceutical market that is shaped warehouse, pharmacy and patient. The examples of this loyalty programs in this article has confirm the opinion about programs as efficiency in the pharmaceutical environment in Poland.

  16. Loyalty: Why Is It so Problematic in Athletics?

    Science.gov (United States)

    Stoll, Sharon Kay

    2012-01-01

    What is loyalty and why is it problematic in athletics? The author discusses the ethical lapses that can occur when a powerful social value, "loyalty," trumps individuals' ability to make moral decisions. She argues that education about morality should be a necessary part of sport education and explains how moral education programs can make a…

  17. Advocacy participation and brand loyalty in virtual brand communtity

    OpenAIRE

    Munnukka, Juha; Uusitalo, Outi; Jokinen, Elisa

    2014-01-01

    Brand owners use virtual communities to strengthen brand loyalty by engaging consumers in active content creation activities. Personal and reciprocal communication and consumers’ participation in virtual brand communities are the main sources through which communities contribute to brand loyalty formation. This research examines the antecedents and consequences of advocacy participation in virtual brand communities. The results show that the VBC members’ advocacy participation ...

  18. Is Giving Scholarship Worth the Effort? Loyalty among Scholarship Recipients

    Science.gov (United States)

    Nurlida, Ismail

    2015-01-01

    To stay ahead of competition, a significant factor has now become of significance; student loyalty towards higher learning institutions. Hence, scholarship recipients have the expectation to demonstrate a certain degree of loyalty towards their education sponsor. In addition, they play an important role as opinion leaders and walking advertisement…

  19. Showing the Love: Predictors of Student Loyalty to Undergraduate Institutions

    Science.gov (United States)

    Vianden, Jörg; Barlow, Patrick J.

    2014-01-01

    This article advances the notion that undergraduates may be considered student-customers whose relationship with and loyalty to their institutions can be managed by college educators. The Student University Loyalty Instrument administered to 1,207 undergraduates at three comprehensive Midwestern institutions assessed the predictors of student…

  20. Modeling Antecedents of Student Loyalty in Higher Education

    Science.gov (United States)

    Perin, Marcelo Gattermann; Sampaio, Claudio Hoffmann; Simoes, Claudia; de Polvora, Rosiane Polvora

    2012-01-01

    The purpose of this investigation is to understand the antecedents of student loyalty in the Brazilian context. In particular we address the impact of student trust, commitment and quality perception on loyalty. A quantitative study was conducted among business management student majors from two private Brazilian Higher Education Institutions…

  1. Customer Segmentation by Factors Influencing Brand Loyalty and Customer Involvement

    Directory of Open Access Journals (Sweden)

    Tereza Vebrová

    2016-01-01

    Full Text Available Brand loyalty and customer involvement are two important concepts that help explain and understand a significant part of consumer shopping behavior. The aim of the present work is to identify factors influencing brand loyalty and customer involvement. A further aim is to consider subsequent segmentation of customers with respect to different degrees of brand loyalty and customer involvement. The research was focused on the field of Czech telecommunication services – mobile operators. Primary data were acquired through the method of questionnaire survey. In total, the questionnaire was completed by 340 respondents, of which 319 respondents owned their mobile phones for private purposes only. For more accurate interpretation of the identified factors the Exploratory Factor Analysis method was used. Four factors of brand loyalty were extracted, which account for 75 % of the variability of the original parameters: (1 Cognitive affective loyalty, (2 Trustworthiness, (3 Attitudinal loyalty and (4 Commitment and three factors of customer involvement were found to account for 71 % variability of the original parameters: (1 Social involvement, (2 Centrality, (3 Importance. High loyalty customers mostly have only one SIM card and 73 % of them use a tariff. In a further group of highly involved customers own from 80 % only one SIM card. This study forms part of a research programme investigating the influence of customer involvement on brand loyalty.

  2. Building Brand Loyalty Through Increasing Brand Trust And Brand Affect

    Directory of Open Access Journals (Sweden)

    Nur Choirul Afif

    2015-08-01

    Full Text Available Abstract Loyalty is one indicator of the success of marketing performance. Various studies have shown that brand loyalty increases the number of customers and sales. In addition brand loyalty is also lowering the cost to acquire new customers. Marketing managers need to give special attention to the issue of brand loyalty including the services of an English course.As one of the requirements to be able to compete at the global level is the mastery international language. However Indonesian English ability is lower than ASEAN countries such as Malaysia and Singapore. These conditions increase the number of English Courses in Indonesia rapid grow. But some people do not get the results as expected and are still looking for other colleges that are considered to have high quality with affordable prices. English village situated in Pare Kediri. About the qualifications of teaching staff infrastructure and management colleges in big cities is better than the village colleges in the Pare Kediri. Some participants still chose KampungInggris Pare Kediri as a place to learn English. The purpose of this research is how to analyze the important aspect to build brand loyalty. The results is the key factors to build brand loyalty is brand trust and brand brand affect. Brand trust and brand affect affected brand loyalty both simultaneously and partially. Marketing managers of English Courses in Indonesia must give more attention these aspects to increase brand loyalty.

  3. Banking system trust, bank trust, and bank loyalty

    NARCIS (Netherlands)

    van Esterik-Plasmeijer, P.; van Raaij, W.F.

    2017-01-01

    Purpose The purpose of this paper is to test a model of banking system trust as an antecedent of bank trust and bank loyalty. Six determinants of trust and loyalty are included: competence, stability, integrity, customer orientation, transparency, and value congruence. The study provides insights

  4. Rancang Bangun Sistem Informasi Customer Loyalty untuk Keunggulan Kompetitif Organisasi

    Directory of Open Access Journals (Sweden)

    Sri Mulyani

    2014-02-01

    Full Text Available Utilization of information technology to achieve competitive advantage has become a necessity  for business people and managers of organizations  in the information age now. This research aim to create a customer loyalty that the information system is one part of theCustomer  Relationship  Management  to  collect  data  on  indicators  of  customer  loyalty.  Indicator  of  customer  loyalty  is  determined according  empirical  model  customer  loyalty  and  create  customer  loyalty  information  system  that  can  be  used  to  gain  competitive advantage organizations. Structural Equation Modeling is used to obtain indicators of customer loyalty. Customer loyalty info rmation system designed using prototype system development and modeling analysis using Data Flow Diagram, database design using  Entity Relationship  Diagram,  and  a  web-based  interface.  Web-based  information  systems  that  provide online  customer  survey  facilities  and analysis  results  in  the  form  of  customer  loyalty  index  values  shaped  by  the  dynamic  graphic  indicator  of  loyalty  according  to  the empirical study of customer loyalty that can be used to gain competitive advantage. The value of customer loyalty index cons ists of four main variables, namely: the ability to anticipate customer value, customer value anticipation peace, customer satisfaction, and loyalty.Keywords: Customer loyalty, Structural Equation Modeling, Index loyalty, Competitive advantage

  5. Price or Privilege? Customer Perception on Loyalty Programs

    Directory of Open Access Journals (Sweden)

    Asnan Furinto

    2011-12-01

    Full Text Available The main purpose of the research is to understand how customers perceive loyalty programs. The author argues that types of loyalty programs could be classified into two: price based and privilege based. This research models that customer perceptions on loyalty programs, differ between these two types, and is contingent upon the relationship between customers and firm. Using settings of air-line domestic passengers and bank customers in Indonesia, the research provides evidence that price based rewards are perceived to provide higher utility perception in contractual relationships compared to non contractual relationships. However, this research failed to provide empirical support that privilege based rewards are perceived to provide higher utility perception in non contractual relation-ship compared to contractual relationship. Firms are therefore, encouraged to incorporate affective elements into their loyalty programs, on top of monetary elements, in order for the loyalty programs to be better perceived by their customers.

  6. IMPACT OF EDUCATION, GENDER AND AGE ON CONSUMER LOYALTY

    Directory of Open Access Journals (Sweden)

    Igor Klopotan

    2014-12-01

    Full Text Available In this paper the important parameters of customer loyalty and impact of education, gender and age of the respondents will be tested. The study was conducted in the Republic of Croatia, as part of research relevant parameters of customer loyalty, loyal consumer behavior and the role of social networks in building and maintaining a loyal behavior. The concept of loyalty has a strong foothold in marketing theories and in theories of intellectual capital companies. Loyalty has been related to the management of intellectual capital, especially relational capital, as a component of intellectual capital. In terms of loyalty, series of key parameters that describe it or have an effect on it, and thus impacting the company's business appear.

  7. Rancang Bangun Sistem Informasi Customer Loyalty untuk Keunggulan Kompetitif Organisasi

    OpenAIRE

    Sri Mulyani; Mustafid Mustafid; Catur Edi Widodo

    2014-01-01

    Utilization of information technology to achieve competitive advantage has become a necessity  for business people and managers of organizations  in the information age now. This research aim to create a customer loyalty that the information system is one part of theCustomer  Relationship  Management  to  collect  data  on  indicators  of  customer  loyalty.  Indicator  of  customer  loyalty  is  determined according  empirical  model  customer  loyalty  and  create  customer  loyalty  inform...

  8. The Influence of Personal Values on Attitudes and Loyalty Stages

    Directory of Open Access Journals (Sweden)

    Jorge Luiz Henrique

    2013-08-01

    Full Text Available Although loyalty has been extensively investigated in the marketing discipline, there is a lack of attention to the relationship between personal values, loyalty and attitudes. Based on that, the objective of this study was to test the moderating role of personal values in the relationship between attitudes and loyalty tages from Oliver (1999. Data from a survey with 910 bank customers support the hypothesis that attitudes predicts loyalty, despite the structural model does not reveal statistically significant differences among customer clusters (self-promotional and selftranscending Hedonic. However, when comparing Loyalty means among segments, it can be noted that (i the self-promotional and self-transcendent clusters were different at the cognitive and affective stages, and (ii the self-promotional differed from the hedonic in the action stage. Finally we discuss the theoretical and managerial implications and provide suggestions for future research in the area.

  9. The Relationship Quality Effect on Customer Loyalty

    Directory of Open Access Journals (Sweden)

    Vilte Auruskeviciene

    2010-06-01

    Full Text Available Este estudio tiene como objetivo la identificación de los elementos constitutivos de la calidad de relación que permite a las empresas oferentes de servicios profesionales establecer relaciones a largo plazo con sus clientes y fortalecer la lealtad de los mismos.El marco teórico sobre el que se ha formulado la identificación de dichos elementos y de la interrelación inherente a la lealtad del cliente ha sido contrastado empíricamente sobre una muestra de 74 directivos de empresas lituanas compradoras de servicios relacionados con las tecnologías de la información. Los resultados sugieren que las variables "calidad funcional", "confianza" y "compromiso" tienen un efecto significativo sobre la lealtad del cliente de servicios de tecnologías de la información. La calidad funcional es el elemento más importante a la hora de construir relaciones a largo plazo con clientes en el mercado de servicios profesionales.This study aims to identify the dimensions of relationship quality that enables professional services companies to establish long-term relations with their clients and fosters the loyalty of the client. The theoretical framework of relationship quality dimensions and customer loyalty interrelationship in a sample of 74 Lithuanian companies' managers buying IT service has been empirically tested. The findings suggest that the three variables (functional quality, trust, and commitment have a significant effect on IT services customer loyalty. Functional quality construct is the most important in building long-term relationship with customers in a professional services market.

  10. O paternalismo e o juramento hipocrático Paternalism and the hippocratic oath

    Directory of Open Access Journals (Sweden)

    Mônica Beier

    2010-12-01

    Full Text Available É dito e comumente aceito que tradição do paternalismo médico remonta ao juramento hipocrático. Esse paternalismo é tido como uma das manifestações de uma relação assimétrica entre médico e paciente. Ao estudar alguns dos escritos Hipocráticos, obtiveram-se referências relativas ao respeito do enfermo pelo médico que incluía o diálogo e a sua educação como elementos necessários a tal relação e a equilibrar beneficência e autonomia. Tais evidências se enraízam na noção pré-socrática de natureza (phýsis enquanto representação da divindade na regulação de todos os movimentos universais. O Juramento preconiza a abstenção de toda a injustiça e a administração do regime de vida conforme o juízo do médico. È possível concluir que a assistência médica ao enfermo foi concebida no contexto da incapacidade do autoconhecimento do doente e da impossibilidade do mesmo se esclarecer sem auxílio do médico e que este aperfeiçoava a natureza (phýsis em seus movimentos ignorantes e azarosos, saneando-os através de uma razão suficiente (logismós. O paternalismo da natureza (phýsis era moderado e refletiu-se na arte médica hipocrática.It is said and commonly accepted that the tradition of paternalism in medicine goes back to the Hippocratic oath. This paternalism is held to be one of the manifestations of an asymmetrical relation between doctor and patient. Some of Hippocrates's writings reveal the respect of the doctor for the patient and include dialogue and patient education as necessary elements for the development of this relationship and the balancing of beneficence and independence. This is rooted in the pre-Socratic idea of nature (physis as the representation of the divinity in the regulation of all the movements of the universe. The oath is a promise to forgo any kind of injustice and to administer life in accordance with the physician's good judgment. It can be concluded that the medical care of the

  11. A Typology Framework of Loyalty Reward Programs

    Science.gov (United States)

    Cao, Yuheng; Nsakanda, Aaron Luntala; Mann, Inder Jit Singh

    Loyalty reward programs (LRPs), initially developed as marketing programs to enhance customer retention, have now become an important part of customer-focused business strategy. With the proliferation and increasing economy impact of the programs, the management complexity in the programs has also increased. However, despite widespread adoption of LRPs in business, academic research in the field seems to lag behind its practical application. Even the fundamental questions such as what LRPs are and how to classify them have not yet been fully addressed. In this paper, a comprehensive framework for LRP classification is proposed, which provides a foundation for further study of LRP design and planning issues.

  12. Group typicality, group loyalty and cognitive development.

    Science.gov (United States)

    Patterson, Meagan M

    2014-09-01

    Over the course of childhood, children's thinking about social groups changes in a variety of ways. Developmental Subjective Group Dynamics (DSGD) theory emphasizes children's understanding of the importance of conforming to group norms. Abrams et al.'s study, which uses DSGD theory as a framework, demonstrates the social cognitive skills underlying young elementary school children's thinking about group norms. Future research on children's thinking about groups and group norms should explore additional elements of this topic, including aspects of typicality beyond loyalty. © 2014 The British Psychological Society.

  13. Dual Loyalty in Prison Health Care

    Science.gov (United States)

    Stöver, Heino; Wolff, Hans

    2012-01-01

    Despite the dissemination of principles of medical ethics in prisons, formulated and advocated by numerous international organizations, health care professionals in prisons all over the world continue to infringe these principles because of perceived or real dual loyalty to patients and prison authorities. Health care professionals and nonmedical prison staff need greater awareness of and training in medical ethics and prisoner human rights. All parties should accept integration of prison health services with public health services. Health care workers in prison should act exclusively as caregivers, and medical tasks required by the prosecution, court, or security system should be carried out by medical professionals not involved in the care of prisoners. PMID:22390510

  14. Evaluate E-loyalty of sales website: a Fuzzy mathematics method

    Science.gov (United States)

    Yi, Ying; Liu, Zhen-Yu; Xiong, Ying-Zi

    The study about online consumer loyalty is limited, but how to evaluate the customers' E-loyalty to a sales website is always a noticeable question. By using some methods of fuzzy mathematics, we provide a more accurate way to evaluate E-loyalty of sales website. Moreover, this method can differentiate level and degree of each factor that influences E-loyalty.

  15. An action plan for a suitable customer loyalty programme for Matterhorn Valley Hotels

    OpenAIRE

    Lörtscher, Eliane Vera; Fragnière, Emmanuel

    2017-01-01

    Today, a customer loyalty programmes is considered a common marketing tool in tourism. It is said that loyalty programmes increase the revenue of a well-handled business, others doubt the effectiveness. Matterhorn Valley Hotels’ loyalty programme is experiencing issues and therefore, a new loyalty programme is necessary.

  16. Specialty Store and Multi-Brand Store loyalty: An Indian consumer perspective

    Directory of Open Access Journals (Sweden)

    Sarabjot Singh

    2013-12-01

    Full Text Available In the competitive era of retailing, retailers need to understand the importance of store format preferences. The study aimed to understand consumer store loyalty; in-depth interview was conducted to examine consumer store loyalty antecedents for two retail formats: specialty stores and multi brand stores. The study conceptualizes store loyalty factors like program loyalty, trust and brand commitment. Trust and brand commitment act as mediating factors between store image and store loyalty formats, and also between brand image and store loyalty formats. The findings highlight how consumer store loyalty preference differ for these two formats.

  17. Separation of powers and constitutional loyalty

    Directory of Open Access Journals (Sweden)

    Marieta SAFTA

    2013-06-01

    Full Text Available The complexity and dynamics of political life leads to developments and reconsiderations in terms of classical theories of constitutional law. Such a process occurs also in the case of separation of powers. Many factors have a bearing on how this theory is currently translated into practice, which requires additional perspectives of analysis in order to develop improved models of cooperation and balance of powers, according to new political realities. This study aims at examining the principle of separation and balance of powers in terms of mutual respect and loyal cooperation between institutions, or, in a broader sense, of constitutional loyalty, an intrinsic value-principle of all constitutions, without which no fundamental law, no matter of how democratic it might be, could function properly2. Based on examination of concrete cases drawn from the case-law of the Constitutional Court of Romania, the study demonstrates that, in lack of constitutional loyalty, the objective pursued by enshrining the principle of separation of powers cannot be achieved effectively, i.e. compliance of public authorities and political actors with constitutional provisions is purely formal and the alleged collaboration between them is a "dialogue of the deaf" at the expense of democracy. The seriousness of the consequences of this type of behaviour requires identification of remedies. What are the limits and what solutions can be identified in this regard are questions that also we aim to answer.

  18. Student satisfaction and loyalty in Denmark: Application of EPSI methodology.

    Science.gov (United States)

    Shahsavar, Tina; Sudzina, Frantisek

    2017-01-01

    Monitoring and managing customers' satisfaction are key features to benefit from today's competitive environment. In higher education context, only a few studies are available on satisfaction and loyalty of the main customers who are the students, which signifies the need to investigate the field more thoroughly. The aim of this research is to measure the strength of determinants of students' satisfaction and the importance of antecedents in students' satisfaction and loyalty in Denmark. Our research model is the modification of European Performance Satisfaction Index (EPSI), which takes the university's image direct effects on students' expectations into account from students' perspective. The structural equation model of student satisfaction and loyalty has been evaluated using partial least square path modelling. Our findings confirm that the EPSI framework is applicable on student satisfaction and loyalty among Danish universities. We show that all the relationships among variables of the research model are significant except the relationship between quality of software and students' loyalty. Results further verify the significance of antecedents in students' satisfaction and loyalty at Danish universities; the university image and student satisfaction are the antecedents of student loyalty with a significant direct effect, while perceived value, quality of hardware, quality of software, expectations, and university image are antecedents of student satisfaction. Eventually, our findings may be of an inspiration to maintain and improve students' experiences during their study at the university. Dedicating resources to identified important factors from students' perception enable universities to attract more students, make them highly satisfied and loyal.

  19. Determinants of patient loyalty to healthcare providers: An integrative review.

    Science.gov (United States)

    Zhou, Wei-Jiao; Wan, Qiao-Qin; Liu, Cong-Ying; Feng, Xiao-Lin; Shang, Shao-Mei

    2017-08-01

    Patient loyalty is key to business success for healthcare providers and also for patient health outcomes. This study aims to identify determinants influencing patient loyalty to healthcare providers and propose an integrative conceptual model of the influencing factors. PubMed, CINAHL, OVID, ProQuest and Elsevier Science Direct databases were searched. Publications about determinants of patient loyalty to health providers were screened, and 13 articles were included. Date of publication, location of the research, sample details, objectives and findings/conclusions were extracted for 13 articles. Thirteen studies explored eight determinants: satisfaction, quality, value, hospital brand image, trust, commitment, organizational citizenship behavior and customer complaints. The integrated conceptual model comprising all the determinants demonstrated the significant positive direct impact of quality on satisfaction and value, satisfaction on trust and commitment, trust on commitment and loyalty, and brand image on quality and loyalty. This review identifies and models the determinants of patient loyalty to healthcare providers. Further studies are needed to explore the influence of trust, commitment, and switching barriers on patient loyalty. © The Author 2017. Published by Oxford University Press in association with the International Society for Quality in Health Care. All rights reserved. For permissions, please e-mail: journals.permissions@oup.com

  20. Student satisfaction and loyalty in Denmark: Application of EPSI methodology

    Science.gov (United States)

    Shahsavar, Tina

    2017-01-01

    Monitoring and managing customers’ satisfaction are key features to benefit from today’s competitive environment. In higher education context, only a few studies are available on satisfaction and loyalty of the main customers who are the students, which signifies the need to investigate the field more thoroughly. The aim of this research is to measure the strength of determinants of students’ satisfaction and the importance of antecedents in students’ satisfaction and loyalty in Denmark. Our research model is the modification of European Performance Satisfaction Index (EPSI), which takes the university’s image direct effects on students’ expectations into account from students’ perspective. The structural equation model of student satisfaction and loyalty has been evaluated using partial least square path modelling. Our findings confirm that the EPSI framework is applicable on student satisfaction and loyalty among Danish universities. We show that all the relationships among variables of the research model are significant except the relationship between quality of software and students’ loyalty. Results further verify the significance of antecedents in students’ satisfaction and loyalty at Danish universities; the university image and student satisfaction are the antecedents of student loyalty with a significant direct effect, while perceived value, quality of hardware, quality of software, expectations, and university image are antecedents of student satisfaction. Eventually, our findings may be of an inspiration to maintain and improve students’ experiences during their study at the university. Dedicating resources to identified important factors from students’ perception enable universities to attract more students, make them highly satisfied and loyal. PMID:29240801

  1. Loyalty Programmes of Selective Grocery Retailers in the Czech Republic

    Directory of Open Access Journals (Sweden)

    Petra Solarová

    2015-01-01

    Full Text Available This paper deals with long term loyalty programmes of selective grocery retailers who operate in the market within the Czech Republic. Only those loyalty programmes designed for the end customers are taken into account, so this study is concerned with the B2C area. A long term loyalty programmes last at least for one year, i.e. twelve months (this time determination is valid for purposes of this paper. The main aim of this paper is to identify the single elements and principles occurring in long term loyalty programmes and then to develop an illustrative model. The presented output is a model of long term loyalty programmes that captures the three following phases: the establishment, development (or building and termination of the relationship. In addition, from the empirical research, an interesting fact has emerged: two of the analysed long term loyalty programmes were launched at a similar time. This could be explained through the tendency for companies to copy the successful activities insigated by their competitors. Furthermore, the next remarkable phenomenon is that one grocery chain runs two long term loyalty programmes at the same time and the target groups of these programmes overlap. A possible explanation could be that the chain is making efforts to interest as many as possible of its different customers.

  2. An Open Science Peer Review Oath [v2; ref status: indexed, http://f1000r.es/4wf

    Directory of Open Access Journals (Sweden)

    Jelena Aleksic

    2015-01-01

    Full Text Available One of the foundations of the scientific method is to be able to reproduce experiments and corroborate the results of research that has been done before. However, with the increasing complexities of new technologies and techniques, coupled with the specialisation of experiments, reproducing research findings has become a growing challenge. Clearly, scientific methods must be conveyed succinctly, and with clarity and rigour, in order for research to be reproducible. Here, we propose steps to help increase the transparency of the scientific method and the reproducibility of research results: specifically, we introduce a peer-review oath and accompanying manifesto. These have been designed to offer guidelines to enable reviewers (with the minimum friction or bias to follow and apply open science principles, and support the ideas of transparency, reproducibility and ultimately greater societal impact. Introducing the oath and manifesto at the stage of peer review will help to check that the research being published includes everything that other researchers would need to successfully repeat the work. Peer review is the lynchpin of the publishing system: encouraging the community to consciously (and conscientiously uphold these principles should help to improve published papers, increase confidence in the reproducibility of the work and, ultimately, provide strategic benefits to authors and their institutions.

  3. sign-by-sign'' correlation

    International Nuclear Information System (INIS)

    Schmidt, Sabine; Lepori, Domenico; Meuwly, Jean-Yves; Duvoisin, Bertrand; Meuli, Reto; Schnyder, Pierre; Denys, Alban; Michetti, Pierre; Felley, Christian; Melle, Guy van

    2003-01-01

    Our objective was a prospective comparison of MR enteroclysis (MRE) with multidetector spiral-CT enteroclysis (MSCTE). Fifty patients with various suspected small bowel diseases were investigated by MSCTE and MRE. The MSCTE was performed using slices of 2.5 mm, immediately followed by MRE, obtaining T1- and T2-weighted sequences, including gadolinium-enhanced acquisition with fat saturation. Three radiologists independently evaluated MSCTE and MRE searching for 12 pathological signs. Interobserver agreement was calculated. Sensitivities and specificities resulted from comparison with pathological results (n=29) and patient's clinical evolution (n=21). Most pathological signs, such as bowel wall thickening (BWT), bowel wall enhancement (BWE) and lymphadenopathy (ADP), showed better interobserver agreement on MSCTE than on MRE (BWT: 0.65 vs 0.48; BWE: 0.51 vs 0.37; ADP: 0.52 vs 0.15). Sensitivity of MSCTE was higher than that of MRE in detecting BWT (88.9 vs 60%), BWE (78.6 vs 55.5%) and ADP (63.8 vs 14.3%). Wilcoxon signed-rank test revealed significantly better sensitivity of MSCTE than that of MRE for each observer (p=0.028, p=0.046, p=0.028, respectively). Taking the given study design into account, MSCTE provides better sensitivity in detecting lesions of the small bowel than MRE, with higher interobserver agreement. (orig.)

  4. Value-based formulas for purchasing. Loyalty renaissance: the rebirth of loyalty in health care.

    Science.gov (United States)

    Jepson, S

    1997-01-01

    As more consumers join managed care organizations, the personal bond between patient and physician or medical group has been transformed into an economic relationship driven chiefly by the price of health care services. Managed care organizations now face the same pressures as the airline and retail industries: To gain and retain client loyalty through product differentiation and consistently high levels of service. How do managed health care plans create and maintain loyalty among their members? What is the value proposition that consumers will respond to in this era of managed care? Discussion will focus on the consumer as the critical variable in the economic model of a health care system and how the consumer will impact the continued evolution of managed care.

  5. The Understanding of Loyalty in J. Royce and The Role of Loyalty in Overcoming The Evil

    Directory of Open Access Journals (Sweden)

    Emel Koç

    2011-06-01

    Full Text Available Stating that no philosophical issue is more discouraging than misstatement of the problem of evil in theory, Josiah Royce focused his attention on the problem of evil in accordance with the overall trend of philosophy in the 18th and 19th centuries. The most striking characteristic of Royce‟s approach to problem of evil is that he considered a loyalty-based moral perception to overcome this problem. Approaching the problem of evil through an existentialist perspective rather than a rational point of view and underlining that the problem of evil can only be addressed responsibly through experiencing it in practice, Royce emphasized a collective will and responsibility, which for Royce needs to be produced through loyalty, in fighting the evil

  6. Increasing loyalty to breastfeeding: investigating a product development strategy.

    Science.gov (United States)

    Parkinson, Joy; Russell-Bennett, Rebekah; Previte, Josephine

    2012-01-01

    This article demonstrates how social marketing insights were used to influence women's loyalty to breastfeeding. The article reports on a social marketing campaign undertaken by the Australian Breastfeeding Association and a government health department, which used a product development strategy in order to increase breastfeeding loyalty. Seeking new approaches to support breastfeeding behaviors is critical and timely, because while initiation rates of breastfeeding are high in developed countries such as the United Kingdom, Australia, Canada, and the United States, duration rates are significantly lower. Results indicate that a product- focused strategy influences pregnant women's loyalty to exclusively breastfeeding.

  7. Analyzing the relationships among perceptions on store loyalty programs, trust, customer commitment to the relationship and store loyalty through structural equation modeling

    OpenAIRE

    Yeniçeri, Tülay; Erten, Ela

    2008-01-01

    Especially in the retail industry, where there is intense competition, companies have started to initiate customer loyalty programs. By the help of these programs companies expect to develop long - term relationships with their customers and collect useful information about them as well. The purpose of this research is to analyze a supermarket customer loyalty program to investigate the relationship between customer loyalty programs and the actual customer loyalty to a company’s products and ...

  8. Implementing a short-term loyalty program : case: Bosch Lawn & Garden and the Ventum short-term loyalty program

    OpenAIRE

    Logvinova, Veronika

    2015-01-01

    In 2015, one of the Bosch Home and Garden divisions, Bosch Lawn and Garden, has made a strategic decision to adopt a points-based short-term loyalty program called Ventum LG in the German supermarkets and petrol stations. It was decided that the base of this program will be completed Ventum PT short-term loyalty program which was managed by another division, Bosch Power Tools, and proved to be successful. This thesis aims to evaluate the worthiness of the Ventum LG loyalty program for Bosch L...

  9. Understanding wellness center loyalty through lifestyle analysis.

    Science.gov (United States)

    Suresh, Satya; Ravichandran, Swathi; P, Ganesan

    2011-01-01

    Many changes taking place at a macro-level in Indian society along with the popularity of services that are native to India, such as Yoga and Ayurveda, have generated significant interest in wellness services. To assist wellness centers in gaining loyal clients, the goal of this study was to understand the influence of customer lifestyle factors on wellness center loyalty. The activities, interests, and opinions model was used to understand the lifestyles of wellness center clients. Data were collected from clients of five wellness centers. Regression results indicate that overworked individuals and those seeking a balance between work and family life would be the most loyal to wellness centers. Managerial implications of results are discussed.

  10. Loyalty of hospital patients: a vital marketing objective.

    Science.gov (United States)

    MacStravic, R S

    1987-01-01

    Hospitals must strive for patient loyalty as a top priority objective in their marketing strategies. Loyal patients are sources of repeat business, potential users of new services, and positive spokespersons in word-of-mouth advertising.

  11. Uncovering attribute-based determinants of loyalty in cigarette brands

    DEFF Research Database (Denmark)

    Krystallis Krontalis, Athanasios

    2013-01-01

    Purpose – The purpose of this paper is to examine the importance of tobacco differentiation attributes (i.e. nicotine and tar content, length, flavor and thickness) in market performance and loyalty levels of brands. Design/methodology/approach – The study adopts a stochastic approach to measure...... brand loyalty at the attribute level using the Dirichlet model as a benchmark tool. Data based on the Juster Probability Scale were collected from a sample of n ¼ 155 young smokers in Iceland. Findings – Product differentiation strategies operate differently. Light nicotine and tar content encourages...... smokers to switch across brands and within family brands, resulting on improved market performance and loyalty levels. Length and thickness-related differentiation are slightly better than nondifferentiation in inducing loyalty, but worse in improving performance. Practical implications – Two types...

  12. The affordable care ACT on loyalty programs for federal beneficiaries.

    Science.gov (United States)

    Piacentino, Justin J; Williams, Karl G

    2014-02-01

    To discuss changes in the law that allow community pharmacy loyalty programs to include and offer incentives to Medicare and Medicaid beneficiaries. The retailer rewards exception of the Patient Protection and Affordable Care Act of 2010 and its change to the definition of remuneration in the civil monetary penalties of the Anti-Kickback Statute now allow incentives to be earned on federal benefit tied prescription out-of-pocket costs. The criteria required to design a compliant loyalty program are discussed. Community pharmacies can now include Medicare and Medicaid beneficiaries in compliant customer loyalty programs, where allowed by state law. There is a need for research directly on the influence of loyalty programs and nominal incentives on adherence.

  13. An exploration of loyalty determinants in Greek wine varieties

    DEFF Research Database (Denmark)

    Krystallis, Athanasios; Chrysochou, Polymeros

    or type of the wine variety per se does not constitute a particularly important loyalty component in the wines' marketing mix. Research limitations/implications: The wine category has always been one of the most The wine category has always been one of the most challenging product categories......Purpose: This paper aims to provide a deeper understanding of the market structure of red This paper aims to provide a deeper understanding of the market structure of red and white wines from Greek wine varieties and measure loyalty behaviour of frequent wine buyers in Greece. Design....../methodology: The study concerned measuring brand performance and loyalty of 4 The study concerned measuring brand performance and loyalty of 4 different Greek wine varieties. Based on stated preference data, basic brand performance measures are estimated through Juster purchase probabilities of brand choice. To measure...

  14. Exit, voice and loyalty in Kenya's French bean industry: What ...

    African Journals Online (AJOL)

    response affected their continued participation in the supermarket business. It applies Hirschman's concept of exit, voice and loyalty to assess the strategies used by ... This strategy of compliance with IFSS has since become the model in

  15. Relationship Quality as Predictor of B2B Customer Loyalty

    Directory of Open Access Journals (Sweden)

    Shaimaa S. B. Ahmed Doma

    2013-02-01

    Full Text Available Relationship marketing has become extremely important recently due to the fierce competition in today's marketplace. Companies are required to build long-term profitable relationship with customers and to achieve customer loyalty. Also, switching behaviors frequently occur among most of targeted customers. Fewer studies, however, discuss the effects of relationship quality efforts on customer loyalty. Therefore, this study is aimed to investigate the impact of relationship quality on customer loyalty in B2B context in the Egyptian shipping services sector. Building on prior research, we propose relationship quality as a higher construct comprising trust, commitment and satisfaction. An analytical model is developed as a guideline to test the relationships between relationship quality dimensions and customer loyalty.

  16. The mismanagement of customer loyalty / Werner Reinartz, V. Kumar

    Index Scriptorium Estoniae

    Reinartz, Werner

    2004-01-01

    Kliendilojaalsuse olemusest, mõõtmisest ja juhtimisest, lojaalsete klientide eelistest ning põhjustest neist loobumiseks. Diagramm ja tabelid: The cost of keeping customers on; Which customers are really profitable; Choosing a loyalty strategy

  17. LoyalTracker: Visualizing Loyalty Dynamics in Search Engines.

    Science.gov (United States)

    Shi, Conglei; Wu, Yingcai; Liu, Shixia; Zhou, Hong; Qu, Huamin

    2014-12-01

    The huge amount of user log data collected by search engine providers creates new opportunities to understand user loyalty and defection behavior at an unprecedented scale. However, this also poses a great challenge to analyze the behavior and glean insights into the complex, large data. In this paper, we introduce LoyalTracker, a visual analytics system to track user loyalty and switching behavior towards multiple search engines from the vast amount of user log data. We propose a new interactive visualization technique (flow view) based on a flow metaphor, which conveys a proper visual summary of the dynamics of user loyalty of thousands of users over time. Two other visualization techniques, a density map and a word cloud, are integrated to enable analysts to gain further insights into the patterns identified by the flow view. Case studies and the interview with domain experts are conducted to demonstrate the usefulness of our technique in understanding user loyalty and switching behavior in search engines.

  18. Marketing of financial services and customer loyalty in the Nigerian ...

    African Journals Online (AJOL)

    Marketing of financial services and customer loyalty in the Nigerian banking sector. ... that banks must invest more in financial service marketing strategies that would help to keep their customers. ... EMAIL FULL TEXT EMAIL FULL TEXT

  19. Distinguishing between satisfaction and loyalty: Conceptual, methodological & analytical differences

    Energy Technology Data Exchange (ETDEWEB)

    Hinson, K.A. [Illinois Power, Decatur, IL (United States)

    1994-11-01

    This paper briefly presents a discussion of the conceptual definition of {open_quotes}Customer Satisfaction{close_quotes} followed by review of operational definitions of {open_quotes}Satisfaction{close_quotes} as a criterion variable and the kinds of predictor variables and analytic methods employed in its modeling. A model of {open_quotes}Customer Satisfaction{close_quotes} is presented developed by the discussed methodology. Conceptual and operational definitions of {open_quotes}Customer Loyalty{close_quotes} are then reviewed, contrasting the kinds of predictor variables and analytic methods most appropriate for understanding a {open_quotes}Loyalty{close_quotes} decision and how these differ from {open_quotes}Customer Satisfaction.{close_quotes} A more fully specified model of {open_quotes}Customer Loyalty{close_quotes} is presented. Finally, the risks of employing a {open_quotes}Satisfaction{close_quotes} methodology in modeling {open_quotes}Customer Loyalty{close_quotes} are discussed.

  20. A study on ranking ethical factors influencing customer loyalty

    Directory of Open Access Journals (Sweden)

    Mahmood Modiri

    2013-10-01

    Full Text Available Having loyal customer is the primary objective of any business owner since loyal customers purchase on regular basis, create sustainable growth and reduce risk of bankruptcy. During the past few years, many people argue that customer loyalty must be established through ethical values. In this paper, we present an empirical investigation to detect ethical factors influencing customer loyalty. The proposed study determines five criteria including customer repurchase, interest in brand, recommending brand to others, positive attitude toward brand and cognitive loyalty to brand. These criteria have been ranked using fuzzy analytical network process. The study determines 14 different ethical values, which may play essential role on customer loyalty and using VIKOR, different ethical values are ranked. The study indicates that welcoming customers is the most important factor followed by cheerfulness, on time delivery, being informative and having appropriate standards.

  1. Empirical assessment of loyalty drivers using consumers’ retail format choice

    Directory of Open Access Journals (Sweden)

    Gindi, A.A.

    2017-05-01

    Full Text Available Using Stimulus–Organism–Response (S-O-R framework, this study examines Stimulus– Response relationships of fresh vegetable consumers’ behavior in Klang Valley, Malaysia. In particular, the study focused on how loyalty drivers affect retail formats choice by the fresh vegetable (FV consumers. The Stimuli that pertain to loyalty drivers include promotional activities, perceived price and social interaction and the Response is the retail format choice. Three hypotheses were developed and tested with the data collected from a survey using simple random sampling technique. Structural Equation Model (SEM was used in analyzing the data. Results of the study revealed that Stimuli (loyalty drivers influence Response (retail format choice for the different FV markets in Malaysia. Based on the finding of the research, Malaysian retailers have different marketing strategies to be considered with regards to loyalty drivers.

  2. MODEL DEVELOPMENT OF NURSING STUDENT LOYALTY IN POLITEKNIK OF HEALTH

    Directory of Open Access Journals (Sweden)

    Hammad Hammad

    2017-04-01

    Full Text Available Introduction: Loyalty of nursing student is an important factor that nursing education should pay attention in order to compete with other nursing educations; involved by perceived value, expectation, and quality assurance in nursing higher education. The purpose of this study was to develop a loyalty model of nursing student in nursing higher education. Methods: This study was an explanatory research with cross sectional approach. Population were nursing student in Poltekkes Banjarmasin, with 112 samples which is selected by proportional random sampling. Data was collected by giving questionnaire and analyzed by partial least square. Result: Result of this study indicates that was an effect of costumer expectation on quality assurance in nursing higher education, there was effect of costumer expectation on perceived value in nursing student, there was an effect of customer expectation on student satisfaction (4 there was effect of quality assurance in nursing higher education, there wasn’t any affect of quality assurance in nursing higher education on student satisfaction, there was effect of perceived value in nursing student on student satisfaction, there was effect of student satisfaction on student loyalty. Discussion: Overall result of this research were, student loyalty in nursing higher education developed by student satisfaction. Student satisfaction formed by perceived value. Perceived value developed from two aspects quality assurance, and student expectation, quality assurance of higher education wasn’t directly effect to student sasfaction. However, indirectly effect through student perceived value. Student satisfaction in nursing higher education was stronger effect than any other variable in this loyalty model. Loyalty model in this research can be use for improvement student loyalty on health education that focused on improvement student satisfaction without deny the other aspect. Further research is needed to analyze word of

  3. The Effect of Social Media Marketing on Customers’ Brand Loyalty

    OpenAIRE

    Amir Mehrabi; Hossein Islami; Mojtaba Aghajani

    2014-01-01

    Nowadays, customers’ loyalty is a key to commercial success. Hence, this study aimed to investigate the effect of social media marketing on customers’ brand loyalty. In this regard, a conceptual framework which considered advertising campaign, providing relevant content, updating content, providing popular content among friends, and providing applicable programs as marketing indexes in social media is presented. This was an applicable research in terms of its purpose, and a descriptive-survey...

  4. Impact of hotel service quality on the loyalty of customers

    OpenAIRE

    Jasinskas, Edmundas; Streimikiene, Dalia; Svagzdiene, Biruta; Simanavicius, Arturas

    2016-01-01

    The hotel business is rapidly developing due to growing demand for such services as well as the growing opportunities for travel. As a result, hotels face demanding customers, since the requirements for quality grow with an increased use of hotels’ services, in order to increase the competitive ability of a hotel, the issue of customer loyalty is also important. The aim of this article is to assess the impact of the quality of hotel services on the loyalty of customers. In t...

  5. Maintaining Customer Loyalty : Case company: Industrail Securities Ltd (China)

    OpenAIRE

    Zhang, Wenqing

    2010-01-01

    The purpose of this thesis is to investigate how customer relationship management can be applied in maintaining customer loyalty. The study will assist the case company to find the way to develop a long-term relationship with existing customers. The better relationship with customers, the higher customer loyalty will be obtained. The theoretical background of the thesis begins with general view of customer relationship management, which embodies the concept of managing customer relations...

  6. Customer Loyalty and its Determinants in a Banking Services Environment

    OpenAIRE

    Alina Filip; Laurentiu-Dan Anghel

    2009-01-01

    The present paper presents the methodology and the main results of a quantitative study applied on a sample of 1010 respondents, in the Romanian banking industry. The aim of the study was to research the customer level of loyalty toward Romanian organizations acting in the retail banking sector. According to similar researches in the field, loyalty is a complex construction, which comprises both psychological and behavioural components, fact also proved by the results of the present research....

  7. The Relationship Between Hotel Brand Personality And Customer Loyalty

    OpenAIRE

    Yasin, Bahar; Jamontaite, Kamile; Ahmedova, Saida; Akin, Mahmut Selami

    2018-01-01

    The purpose of this article is to explore the relationship between brand personality and customer loyalty in the five-star business hotel and propose an effective way for developing a remarkable hotel brand and improving its customer loyalty. The reason for choosing a particular hotel is that it is a member of a famous international hotel chain with a well-known brand name. According to the literature, business hotels usually have stronger brand names comparing to leisure hotels. Literature r...

  8. The effect of brand image on customer brand loyalty

    OpenAIRE

    ADONYEVA K.V.

    2012-01-01

    Since the world is a global marketing now it’s getting more difficult for the companies to compete. In order to win the leader position in the marketplace marketing specialists work out different kind of strategies to achieve long lasting success. One of the most significant among these strategies is customer loyalty toward the brand.The primary purpose of this article is to illustrate relationships between the brand image, customer satisfaction and customer loyalty, to summarize information ...

  9. The Antecedents of Automobile Brand Loyalty: Evidence from Malaysian

    OpenAIRE

    Mabkhot, Hashed Ahmed; Salleh, Salniza MD; Shaari, Hasnizam

    2016-01-01

    This study empirically examined the mediating effect of brand satisfaction on the relationship between brand image and brand loyalty among Malaysian customer toward local automobile brands. Four hypotheses were developed to test hypothesizing relationships among brand image, brand satisfaction on brand loyalty. Data collected from customers of automobile brands in north Malaysia peninsula from three states which were Kedah, Penang, and Perlis. This study applies partial least squares to a sam...

  10. Anteseden Customer Loyalty Pada Low Cost Carrier Airline

    OpenAIRE

    Harlan, Marcella

    2015-01-01

    The background of this research was Customer loyalty as a competitive advantage in service industry.The design of this research applies a survey toward unit of analysis on Low Cost Carrier Airline to interview the passanger for testing hypothesis. Meanwhile the required data consist of five variables; Recovery Satisfaction, Corporate Social Responsibility, Customer Trust, Customer Loyalty. The aggregate numbers of customer being respondent of the study are 200. Data analysis us...

  11. Impact of entrepreneurial education on consumer loyalty in tourism industry

    Directory of Open Access Journals (Sweden)

    Petrović Pero

    2016-01-01

    Full Text Available Each educational activity in tourism is a vital tool of development. In most industries during the late 20th and early 21st century, the growing intensity of competition and dynamic development, has led to changes in the objectives of doing business, and this is especially true for the tourism industry. In the past, the focus was on attracting new customers, while marketing strategies now focus on retaining existing customers and winning their loyalty. The main reason for this new approach is the awareness of the economic impact of tourism customer loyalty. Travel and tourism companies with a higher share of consumer loyalty benefit from the growing rate of repurchase, increased tolerance to higher prices, positive advertisements on the basis of recommendations from satisfied tourist consumers and less tendency to switch to competitors. In order to achieve customer loyalty and all the benefits that implies, tourism companies must be aware of the factors that determine loyalty. Therefore, the subject of this paper analyzes the factors that influence consumer loyalty to tourism, in order to come to the knowledge of the type, intensity and mode of influence of individual factors on long-term customer loyalty. The quality of the training and education of entrepreneurship procure sub­sequent impact on customer loyalty. The paper points out the importance of entrepreneurship education in the European Union with a focus on the quality of educational programs. In turn, the number and quality of the coverage factor of success in a wholesome entrepreneurial economy is expanded, especially in the tourism industry as its most dynamic part.

  12. Brand gender, brand personality and brand loyalty relationship

    OpenAIRE

    Gumus, Izzet

    2016-01-01

    Brand personality, especially brand gender concepts are quite new in Turkey, therefore these concepts have not been used  as a topic in research. The aim of this research is to shed light on the literature by emphasizing the relationship between brand  personality, brand gender and brand loyalty.  This research is conducted to demonstrate the effects of brands loyalty on consumers in terms of gender and personality. Brand categories and brands are chosen in...

  13. Understanding patient e-loyalty toward online health care services.

    Science.gov (United States)

    Martínez-Caro, Eva; Cegarra-Navarro, Juan Gabriel; Solano-Lorente, Marcelina

    2013-01-01

    Public health institutions are making a great effort to develop patient-targeted online services in an attempt to enhance their effectiveness and reduce expenses. However, if patients do not use those services regularly, public health institutions will have wasted their limited resources. Hence, patients' electronic loyalty (e-loyalty) is essential for the success of online health care services. In this research, an extended Technology Acceptance Model was developed to test e-loyalty intent toward online health care services offered by public health institutions. Data from a survey of 256 users of online health care services provided by the public sanitary system of a region in Spain were analyzed. The research model was tested by using the structural equation modeling approach. The results obtained suggest that the core constructs of the Technology Acceptance Model (perceived usefulness, ease of use, and attitude) significantly affected users' behavioral intentions (i.e., e-loyalty intent), with perceived usefulness being the most decisive antecedent of affective variables (i.e., attitude and satisfaction). This study also reveals a general support for patient satisfaction as a determinant of e-loyalty intent in online health care services. Policy makers should focus on striving to get the highest positive attitude in users by enhancing easiness of use and, mainly, perceived usefulness. Because through satisfaction of patients, public hospitals will enlarge their patient e-loyalty intent, health care providers must always work at obtaining satisfied users and to encourage them to continue using the online services.

  14. Brand loyalty, patients and limited generic medicines uptake.

    Science.gov (United States)

    Costa-Font, Joan; Rudisill, Caroline; Tan, Stefanie

    2014-06-01

    The sluggish development of European generic drug markets depends heavily on demand side factors, and more specifically, patients' and doctors' loyalty to branded products. Loyalty to originator drugs, to the point where originator prices rise upon generic entry has been described as the 'generics paradox'. Originator loyalty can emerge for a plethora of reasons; including costs, perceptions about quality and physician advice. We know very little about the behavioural underpinnings of brand loyalty from the consumer or patient standpoint. This paper attempts to test the extent to which patients are brand loyal by drawing upon Spain's 2002 Health Barometer survey as it includes questions about consumer acceptance of generics in a country with exceptionally low generic uptake and substitution at the time of the study. Our findings suggest that at least 13% of the population would not accept generics as substitutes to the originator. These results confirm evidence of brand loyalty for a minority. Alongside high levels of awareness of generics, we find that low cost-sharing levels explain consumer brand loyalty but their impact on acceptance of generic substitution is very small. Higher cost-sharing and exempting fewer patients from cost-sharing have the potential to encourage generic acceptance. Copyright © 2014 Elsevier Ireland Ltd. All rights reserved.

  15. Consumer Attitudes toward Sustainable Development and Risk to Brand Loyalty

    Directory of Open Access Journals (Sweden)

    Daniel G. J. Kuchinka

    2018-03-01

    Full Text Available The present study reveals the importance of understanding how business decisions focused on sustainability can impact companies, due to the risks associated with brand loyalty. The relationship between brand loyalty and consumers’ environmental viewpoint is investigated, including how consumers’ brand loyalty would be impacted after environmental-based expansion decisions are announced. College students from the USA and Romania (N = 92 were asked to voluntarily participate in a survey. The Brand Loyalty Scale (BLS is used to assess brand loyalty before and after a fictitious expansion announcement was made and the New Ecological Paradigm (NEP scale is utilized to assess attitudes toward sustainability. A paired samples t-test analysis reveals a significant positive correlation between NEP scores (attitudes toward sustainability and brand loyalty. No significant differences are found in attitudes toward sustainability regarding region (Romania and USA or gender. These results indicate that individuals who generally show concern towards the environment will stay loyal to their favorite companies after sustainability is introduced. Results also indicate that the gap regarding region and gender is slowly closing in attitudes toward sustainability; individuals in developing countries are also showing a major concern toward environmental issues. Males indicate just as much concern toward the environment as females, which is confirmed by other findings in previous literature.

  16. Signing off

    Science.gov (United States)

    2001-05-01

    sharp that they cause paper cuts. Stains. If you accidentally spill some food or drink on your clothes, make sure you attempt to remove it as soon as possible and preferably within the same lunar cycle. Some teachers seem to think they should be worn with pride like the stains on a chemistry teacher's white coat. This is a myth. Materials. For scientists continually teaching about the wonder of smart materials, physics teachers are remarkably conservative in their choice of materials for their clothes. Try to break out from the traditional corduroy and tweed and practise what you teach. It is not acceptable to wear the actual tie you wore at school, as this will be at least 20 years old, be rather frayed and will have your name sewn in the back by your mum. Steven Chapman Science Year Manager, British Association for the Advancement of Science Signing Off takes a humorous and irreverent look at physics education. The views expressed here are those of the author and are not endorsed by the Editorial Board for Physics Education. Can you contribute a zany attitude or humorous anecdote? Please send your offering to ped@iop.org marked Signing Off.

  17. The Open Science Peer Review Oath [v1; ref status: indexed, http://f1000r.es/4ou

    Directory of Open Access Journals (Sweden)

    Jelena Aleksic

    2014-11-01

    Full Text Available One of the foundations of the scientific method is to be able to reproduce experiments and corroborate the results of research that has been done before. However, with the increasing complexities of new technologies and techniques, coupled with the specialisation of experiments, reproducing research findings has become a growing challenge. Clearly, scientific methods must be conveyed succinctly, and with clarity and rigour, in order for research to be reproducible. Here, we propose steps to help increase the transparency of the scientific method and the reproducibility of research results: specifically, we introduce a peer-review oath and accompanying manifesto. These have been designed to offer guidelines to enable reviewers (with the minimum friction or bias to follow and apply open science principles, and support the ideas of transparency, reproducibility and ultimately greater societal impact. Introducing the oath and manifesto at the stage of peer review will help to check that the research being published includes everything that other researchers would need to successfully repeat the work. Peer review is the lynchpin of the publishing system: encouraging the community to consciously (and conscientiously uphold these principles should help to improve published papers, increase confidence in the reproducibility of the work and, ultimately, provide strategic benefits to authors and their institutions. Future incarnations of the various national Research Excellence Frameworks (REFs will evolve away from simple citations towards measurable societal value and impact. The proposed manifesto aspires to facilitate this goal by making transparency, reproducibility and citizen-scientist engagement (with the knowledge-creation and dissemination processes the default parameters for performing sound research.

  18. Headaches - danger signs

    Science.gov (United States)

    Migraine headache - danger signs; Tension headache - danger signs; Cluster headache - danger signs; Vascular headache - danger signs ... and other head pain. In: Goldman L, Schafer AI, eds. Goldman-Cecil Medicine . 25th ed. Philadelphia, PA: ...

  19. Impact of Income on Customers' Loyalty: Are Customers with Higher Income more Loyal?

    Directory of Open Access Journals (Sweden)

    Klopotan Igor

    2016-03-01

    Full Text Available Background: Recent research on customers’ loyalty mostly focuses on several indicators, such as price, income and promotion. However, the level of income and its impacts on customers' loyalty have not been investigated in greater details.

  20. Name signs in Danish Sign Language

    DEFF Research Database (Denmark)

    Bakken Jepsen, Julie

    2018-01-01

    in spoken languages, where a person working as a blacksmith by his friends might be referred to as ‘The Blacksmith’ (‘Here comes the Blacksmith!’) instead of using the person’s first name. Name signs are found not only in Danish Sign Language (DSL) but in most, if not all, sign languages studied to date....... This article provides examples of the creativity of the users of Danish Sign Language, including some of the processes in the use of metaphors, visual motivation and influence from Danish when name signs are created.......A name sign is a personal sign assigned to deaf, hearing impaired and hearing persons who enter the deaf community. The mouth action accompanying the sign reproduces all or part of the formal first name that the person has received by baptism or naming. Name signs can be compared to nicknames...

  1. Measuring customer loyalty using an extended RFM and clustering technique

    Directory of Open Access Journals (Sweden)

    Zohre Zalaghi

    2014-05-01

    Full Text Available Today, the ability to identify the profitable customers, creating a long-term loyalty in them and expanding the existing relationships are considered as the key and competitive factors for a customer-oriented organization. The prerequisite for having such competitive factors is the presence of a very powerful customer relationship management (CRM. The accurate evaluation of customers’ profitability is considered as one of the fundamental reasons that lead to a successful customer relationship management. RFM is a method that scrutinizes three properties, namely recency, frequency and monetary for each customer and scores customers based on these properties. In this paper, a method is introduced that obtains the behavioral traits of customers using the extended RFM approach and having the information related to the customers of an organization; it then classifies the customers using the K-means algorithm and finally scores the customers in terms of their loyalty in each cluster. In the suggested approach, first the customers’ records will be clustered and then the RFM model items will be specified through selecting the effective properties on the customers’ loyalty rate using the multipurpose genetic algorithm. Next, they will be scored in each cluster based on the effect that they have on the loyalty rate. The influence rate each property has on loyalty is calculated using the Spearman’s correlation coefficient.

  2. Consumers' Loyalty Related to Labor Inclusion of People with Disabilities.

    Science.gov (United States)

    González, Marta; Luis Fernández, José

    2016-01-01

    the purpose of this paper is to show that reporting the corporate commitment to labor exclusion of people with disability correlates with the increase of consumer loyalty. It is a theoretical revision that will relate consumer loyalty to three main topics: disability and labor exclusion, responsible consumerism toward disability, and corporate communication to increase loyalty of those consumers that are concerned about this problem.      • Disability is an invisible phenomenon that concerns the whole of human society. So, the exclusion of the collective appears as a great social problem that might be dealt by the companies to be perceived as responsible.      • Responsible companies are awarded with the loyalty of the consumers.      • Clear corporate information about the commitment with this problem will reinforce the loyalty toward the brand.      • This information can be given in an informal way or by following a certification process. The impact of those methods will depend on how disability is understood by each consumer. This paper focuses on a topic usually neglected by companies and even by literature. However, the fact that more and more companies are paying attention to this problem allows us to think that we are facing a social change that will challenge companies.

  3. Customer loyalty guidelines for independent financial advisers in South Africa

    Directory of Open Access Journals (Sweden)

    Estelle van Tonder

    2016-04-01

    Research purpose: The purpose of this study was to develop guidelines for creating customer loyalty towards independent financial advisers in South Africa. Motivation: To succeed, financial advisers need to build good relationships with clients and ensure they remain loyal to them in the long term. Research design, approach and method: A convenience non-probability sampling technique was applied, and altogether 262 self-administered questionnaires were completed and used in the analysis. Descriptive and standard multiple regression analysis and the one-way analysis of variance (ANOVA technique were used to test four hypotheses formulated for the study. Main findings: Relationship commitment must be established in a trustworthy environment, regardless of the type of province where the business is operated. Practical/managerial implications: In urban provinces (such as Gauteng both trusting relationships and commitment could lead to customer loyalty; in semi-urban provinces (such as North-West only the commitment variable might do so. Independent financial advisers in both provinces should explore additional factors that could foster customer loyalty. Contributions: The research findings of this study challenge the seminal work of Morgan and Hunt (1994 by establishing that in South Africa, the extent to which trust and commitment predicts customer loyalty is specific to both industrial and geographical location. This study further provides customer loyalty guidelines for independent financial advisers in South Africa.

  4. ROMANIAN PERSPECTIVE ON CUSTOMER LOYALTY FOR DIRECT SELLING COMPANIES

    Directory of Open Access Journals (Sweden)

    Claudia BOBALCA

    2014-09-01

    Full Text Available The purpose of the research is to investigate Romanian direct sellers’ perceptions on customers’ loyalty. The research objectives are: (1 to identify the direct sellers’ perceptions on the concept of loyalty; (2 to identify the main loyalty techniques that direct sellers use in their work with the clients; (3 to frame the portrait of a loyal customer. As a research method, we used qualitative research based on depth interviews. It is an exploratory and instrumental research, the results being used for building a questionnaire for a future survey. The investigated population is represented by direct selling women, with ages beteeen 19 and 30 years. For direct sellers, loyalty is an attitude and also a behavior, it means buying from the same company, from the same seller and preferring the products of the company. The main loyalty techniques that direct sellers use in their work with the clients are: promotional actions, personalization the relation with the client and offering stimulants. The loyal customer is the one who buys companies’ products every month or at least quarterly, spends a monthly amount of 100 Ron on these products, works with the same seller, pays on time for the order, doesn’t look only after promotions, loves the products, recommends the company to others, doesn’t return the order, wants to buy more products from the company and trusts its products.

  5. Consumers’ Loyalty Related to Labor Inclusion of People with Disabilities

    Science.gov (United States)

    González, Marta; Luis Fernández, José

    2016-01-01

    Purpose: the purpose of this paper is to show that reporting the corporate commitment to labor exclusion of people with disability correlates with the increase of consumer loyalty. Methodology: It is a theoretical revision that will relate consumer loyalty to three main topics: disability and labor exclusion, responsible consumerism toward disability, and corporate communication to increase loyalty of those consumers that are concerned about this problem. Findings:      • Disability is an invisible phenomenon that concerns the whole of human society. So, the exclusion of the collective appears as a great social problem that might be dealt by the companies to be perceived as responsible.      • Responsible companies are awarded with the loyalty of the consumers.      • Clear corporate information about the commitment with this problem will reinforce the loyalty toward the brand.      • This information can be given in an informal way or by following a certification process. The impact of those methods will depend on how disability is understood by each consumer. Originality/value: This paper focuses on a topic usually neglected by companies and even by literature. However, the fact that more and more companies are paying attention to this problem allows us to think that we are facing a social change that will challenge companies. PMID:27445880

  6. Followers' agreeableness and extraversion and their loyalty towards authentic leadership.

    Science.gov (United States)

    Monzani, Lucas; Ripoll, Pilar; Peiró, José María

    2014-01-01

    Effective leaders understand that loyal followers are the key for success. To win their loyalty, leaders usually build social exchange relationships with them, through a wide range of behaviours, such as honouring agreements or using open and transparent communication. However, the effect of these behaviours on their followers' loyalty can differ depending on followers' individual differences, especially in relational traits such as agreeableness and extraversion. We explored the moderating role of followers' agreeableness and extraversion in the relationship between authentic leadership (using transactional leadership as reference group) and followers' loyalty. A two-wave experiment, where 224 participants with and without work experience were randomly assigned to either a transactional or authentic leadership style condition was conducted. Our results show that followers in the authentic leadership condition had higher levels of loyalty toward their leader. Moreover, followers' agreeableness played a negative moderating role in this relationship whereas extraversion played a positive moderating role in it. Our results indicate that followers' characteristics influence the effect of situational factors on their attitudes, such as loyalty, providing support for the need of a more integrative approach to leadership, where followers need to be considered as active elements of this process ofinfluence.

  7. Loyalty program structure and consumers’ perceptions of status: Feeling special in a grocery store?

    OpenAIRE

    A. Arbore; Z. Estes

    2013-01-01

    Loyalty programs are business practices increasingly pursued by companies in order to achieve customer loyalty. Recent studies have focused on the relationship between loyalty program structures (i.e., number and size of hierarchical tiers) and status levels (i.e., exclusivity) perceived by members. The current study examines two potential moderators of this relationship between program structure and perceived status. Specifically, the aim of our research was to test whether loyalty program s...

  8. Brand interactions and social media: enhancing user loyalty through social networking sites

    OpenAIRE

    Nisar, T.M.; Whitehead, C.

    2016-01-01

    This paper aims to investigate how user loyalty can be achieved and maintained through social networking sites. More specifically, we intend to test the relationships between brands, user loyalty and social media. The research thus provides insights into user-brand relationships through social media and argues how loyal customers can be through social networking websites. Although there are considerable numbers of studies about loyalty; there exists very limited work studying user loyalty thr...

  9. Reflection of Loyalty Programmes with the Use of Bonuses in Accounting

    OpenAIRE

    Sakharov Pavlo O.

    2013-01-01

    The article studies loyalty programmes that are used at modern trading enterprises and discovers main barriers on the way of development of methodical approaches of bonus accounting provided to the clients of loyalty programmes. It analyses theoretical and methodical aspects of bonus accounting in international practice and methods of reflection of loyalty programmes in accounting with the use of bonuses existing in Ukraine. Comparing electronic money and settlement elements of the loyalty pr...

  10. STUDY OF IDENTIFYING AND PRIORITIZING THE AFFECTING FACTORS ON BANK BRAND CUSTOMER LOYALTY

    OpenAIRE

    Zahra Aliyari; Yosef Beygzadeh

    2017-01-01

    Today, customer loyalty is the key to business success. By increased customers’ loyalty, market share and profitability level of enterprises will rise. Market perception along with planning and adopting appropriate strategies for making customers loyal and enhancing their rate of loyalty leads to long-term benefits for the enterprises. Given the importance of the issue, the goal of this study was to identify and prioritize the factors affecting loyalty to a banking brand from perspective of K...

  11. THE EFFECT OF BRAND LOYALTY OF INVOLVEMENT TO PRODUCTS: THE SAMPLE OF MOBILE PHONE

    OpenAIRE

    Armagan, Ece; Akel, Gokhan

    2017-01-01

    Brands in a highly competitive environment is consideredas the main assets of businesses, businesses that create brand loyalty ensuresthat there is a long period of time. In order to ensure brand loyalty alsoconsumers’ involvement need to be investigated. Brand loyalty is also a greatbenefit in understanding consumers' level of involvement on the brand. Theproduct involvement required to understand consumer behavior is an importantfactor on brand loyalty. In this study, the effect of the...

  12. Involvement and Trust in a Brand as Predictors of Loyalty Categories

    OpenAIRE

    Darsono, Licen Indahwati

    2009-01-01

    Customer loyalty is the most valuable asset for the firm. Several researchs find that customer loyalty is positively related with profitability. The purpose of this research is to investigate the power of involvement and trust in a brand (as cognitive and conative antece-dent of loyalty) to predict loyalty categories. Dick and Basu (1994) conceptualization of loyaly is used as the main reference in this research. The object of this research is facial whitening product, and the subjects are wo...

  13. Analyzing the relationship between Customer Satisfaction and Customer Loyalty : Case: Ritz-Carlton Guangzhou

    OpenAIRE

    Wan, Tong

    2015-01-01

    This research aims to analyze the relationship between customer satisfaction and customer loyalty. The first objective of this research is to study the concepts of customers’ satisfaction and loyalty and discover the factors influencing them.Secondly, the objective is to analyze the relationship between the concepts of customer’ satisfaction and loyalty. The third objective is to discover how customers’ satisfaction and loyalty can be increased. A set of recommendations for the case company a...

  14. Determination of combinations of the attributes of sales promotion for different loyalty stages' customers

    OpenAIRE

    Pilelienė, Lina

    2010-01-01

    The peculiarities of the usage of sales promotion according to customer loyalty stage are being analyzed in the article. The main assumption here is that customers being on different loyalty stages have distinct needs and expectations with the sales promotion offerings. To be effective, sales promotion has to correspond to specific needs of a customer loyalty stage. On purpose to determine combination of attributes of sales promotion best suitable to customers being on different loyalty stage...

  15. Impact of Perceived Website Service Quality on Customer E-Loyalty on a Lodging Website

    Science.gov (United States)

    Jeon, Myunghee

    2009-01-01

    Customer loyalty on websites, "e-loyalty", is reflected on customer behavior, regardless of online or offline business. Specifically, it is believed that customer loyalty on a website is strongly associated with website service quality. This study rigorously reviewed previously reported research in the website service quality dimensions and…

  16. 42 CFR 61.14 - Separate consideration of information concerning moral character or loyalty.

    Science.gov (United States)

    2010-10-01

    ... moral character or loyalty. 61.14 Section 61.14 Public Health PUBLIC HEALTH SERVICE, DEPARTMENT OF... Separate consideration of information concerning moral character or loyalty. No information in the records or possession of the Public Health Service concerning the moral character or loyalty of a fellow will...

  17. SERVICE QUALITY AND CUSTOMER LOYALTY IN PEACEKEEPING MISSIONS

    Directory of Open Access Journals (Sweden)

    Azman Ismail

    2016-03-01

    Full Text Available The capability of service providers to plan and implement the quality components in executing daily job may have a significant impact on customer loyalty. However, the role of service quality as an important determinant has been given less attention in the workplace quality research literature. Therefore, this study was undertaken to measure the relationship between service quality and customer loyalty. A survey method was employed to collect data from Malaysian soldiers who involved in peacekeeping missions at Middle Eastern country. The outcomes of SmartPLS path model analysis demonstrate that the ability of organization to appropriately implement tangible, reliability, responsiveness, assurance and empathy in executing daily job has been important determinants of customer loyalty. Further, this study provides discussion, implications and conclusion.

  18. Brand patronage and loyalty patterns in store vs. manufacturer brands

    DEFF Research Database (Denmark)

    Krystallis, Athanasios; Chrysochou, Polymeros

    Nowadays, in most of the developed fast-moving consumer goods' markets store brands (i.e. retailer brands or private labels) have managed to establish a considerable share in the retail market. Moreover, it is well known that store brands are perceived as strong competitors to manufacturer brands......, while offering good value for money. There is a large body of literature explaining and further exploring factors that influence loyalty towards store brands (e.g. among others Steenkamp and Dekimpe, 1997; Dhar and Hoch, 1997; Ailawadi and Keller, 2004; De Wulf et al, 2005). The objective of the work...... is to investigate the potential existence of differences in the loyalty behaviour between store brands and manufacturer brands, as expressed through certain brand performance and loyalty measures (e.g. market shares, penetration, purchase frequencies, repeat rate, etc.). In order to meet the above...

  19. Moderating Effects of Craftourism on Place Attachment and Destination Loyalty

    Directory of Open Access Journals (Sweden)

    Arup Kumar Baksi

    2015-09-01

    Full Text Available Practice of traditional handicrafts play a significant role in enhancing destination attractiveness. Visitors assign considerable weightage to local craft practices to satisfy their desire to participate in the learning and production process, a case of role-reversal. Promoting this scope of role-reversal has been used by the Destination Marketing Organizations as differentiators. Craftourism has gained considerable momentum. This paper focuses on examining the moderating effects of craftourism on place attachment and destination loyalty. Dimensions of craftourism were identified by applying suitable statistical procedure. The results revealed craftourism, with option for visitors to enact role-reversal, improves the chances of destination loyalty following antecedent effects of place attachment. Keywords: craftourism, place attachment, destination loyalty, visitor, moderating

  20. Ludwig Edelstein (1902-1965): a German historian of medicine in North American exile and the emergence of the modern Hippocratic Oath.

    Science.gov (United States)

    Pow, Stephen; Stahnisch, Frank W

    2016-11-01

    Already emerging as an original thinker in the field of classical philology and history of medicine, German scholar Ludwig Edelstein became one of many scholars who lost his academic position when the National Socialists came to power in early 1933. This paper details his life before and after his difficult transition from Europe to North America, while reviewing the lasting significance of his translation and commentary on the Hippocratic Oath. © The Author(s) 2015.

  1. 46 CFR Appendix A to Subpart A of... - Oath for Qualification of Corporation as a Citizen of the United States Under the Act of...

    Science.gov (United States)

    2010-10-01

    ... Qualification of Corporation as a Citizen of the United States Under the Act of September 2, 1958 (46 U.S.C. app... Citizen of the United States Under the Act of September 2, 1958 (46 U.S.C. app. 883-1) Corporation: Name... 46 Shipping 2 2010-10-01 2010-10-01 false Oath for Qualification of Corporation as a Citizen of...

  2. ED services: the impact of caring behaviors on patient loyalty.

    Science.gov (United States)

    Liu, Sandra S; Franz, David; Allen, Monette; Chang, En-Chung; Janowiak, Dana; Mayne, Patricia; White, Ruth

    2010-09-01

    This article describes an observational study of caring behaviors in the emergency departments of 4 Ascension Health hospitals and the impact of these behaviors on patient loyalty to the associated hospital. These hospitals were diverse in size and geography, representing 3 large urban community hospitals in metropolitan areas and 1 in a midsized city. Research assistants from Purdue University (West Lafayette, IN) conducted observations at the first study site and validated survey instruments. The Purdue research assistants trained contracted observers at the subsequent study sites. The research assistants conducted observational studies of caregivers in the emergency departments at 4 study sites using convenience sampling of patients. Caring behaviors were rated from 0 (did not occur) to 5 (high intensity). The observation included additional information, for example, caregiver roles, timing, and type of visit. Observed and unobserved patients completed exit surveys that recorded patient responses to the likelihood-to-recommend (loyalty) questions, patient perceptions of care, and demographic information. Common themes across all study sites emerged, including (1) the area that patients considered most important to an ED experience (prompt attention to their needs upon arrival to the emergency department); (2) the area that patients rated as least positive in their actual ED experience (prompt attention to their needs upon arrival to the emergency department); (3) caring behaviors that significantly affected patient loyalty (eg, making sure that the patient is aware of care-related details, working with a caring touch, and making the treatment procedure clearly understood by the patient); and (4) the impact of wait time to see a caregiver on patient loyalty. A number of correlations between caring behaviors and patient loyalty were statistically significant (P loyalty but that occurred least frequently. The study showed through factor analysis that some caring

  3. Antecedents of Employee Loyalty in Educational Setting: An Empirical Study

    Directory of Open Access Journals (Sweden)

    Sabrina O. Sihombing

    2018-01-01

    Full Text Available No studies have been conducted to link three variables of work values, internal marketing, and job satisfaction in predicting employee loyalty. Therefore, this research aims to fulfill the gap by developing a model that include work values, internal marketing, and job satisfaction in assessing employee loyalty in educational context. This research applies a judgmental sampling with the sample size of 200 lecturers from private universities in Tangerang. Structural equation modeling was applied in testing the research hypotheses. The results showed that there is one out of three hypotheses that were not supported. That hypothesis is the relationship between internal marketing and job satisfaction.

  4. Investigating cross-category brand loyalty behavior in FMCG

    DEFF Research Database (Denmark)

    Boztug, Yasemin; Hildebrandt, Lutz; Silberhorn, Nadja

    category depend on purchases in other categories. The aspect of cross-category related brand loyalty has been somewhat neglected so far. We concentrate on cross-category relationships of strong national brands and on how customers' brand choice decisions are related across several product categories.......In competitive markets, customer retention is more efficient than trying to attract new customers. Brand loyalty is an intrinsic commitment to repeatedly purchase a particular brand. But most analyses have been conducted in one specific category only. It has been shown that product purchases in one...

  5. Close Look at Hybrid Vehicle Loyalty and Ownership

    Energy Technology Data Exchange (ETDEWEB)

    Hwang, Ho-Ling [ORNL; Chin, Shih-Miao [ORNL; Wilson, Daniel W [ORNL; Oliveira Neto, Francisco Moraes [ORNL; Taylor, Rob D [ORNL

    2013-01-01

    In a news release dated April 9, 2012, Polk stated that only 35% of hybrid owners bought a hybrid again when they returned to market in 2011. These findings were based on an internal study conducted by Polk. The study also indicated that if repurchase behavior among the high volume audience of Toyota Prius owners wasn t factored in; hybrid loyalty would drop to under 25%. This news release has generated a lot of interest and concern by the automobile industry as well as consumers, since it was published, and caused many to think about the idea of hybrid loyalty as well as factors that influence consumers. Most reactions to the 35% hybrid loyalty dealt with concerns of the viability of hybrid technology as part of the solution to address transportation energy challenges. This paper attempts to shed more light on Polk s hybrid loyalty study as well as explore several information sources concerning hybrid loyalty status. Specifically, major factors that might impact the selection and acquisition of hybrid vehicles are addressed. This includes investigating the associations between hybrid market shares and influencing factors like fuel price and hybrid incentives, as well as the availability of hybrid models and other highly fuel efficient vehicle options. This effort is not in-depth study, but rather a short study to see if Polk s claim could be validated. This study reveals that Polk s claim was rather misleading because its definition of loyalty was very narrow. This paper also suggests that Polk s analysis failed to account for some very important factors, raising the question of whether it is fair to compare a vehicle drive train option (which hybrids are) with a vehicle brand in terms of loyalty and also raises the question of whether hybrid loyalty is even a valid point to consider. This report maintains that Polk s study does not prove that hybrid owners were dissatisfied with their vehicles, which was a common theme among reporting news agencies when Polk

  6. Visitors’ Motivations, Satisfaction and Loyalty Towards Castro Marim Medieval Fair

    Directory of Open Access Journals (Sweden)

    Iolanda Márcia Barbeitos

    2014-03-01

    Full Text Available The study tests the relationship between motivation, satisfaction, and loyalty using a structural equation model. Data have been collected through a questionnaire applied to visitors attending a local festival, Castro Marim Medieval Fair, which hosts every year between 45.000 and 60.000 visitors. Results show that satisfaction towards controlled variables of the event within the venue’s boundaries, such as animation, gastronomy, and handicraft, influences visitors’ overall satisfaction towards the event. On the other hand, they also reveal a direct relationship between overall satisfaction and loyalty. The study contributes to a better understanding of visitors’ behaviour and provides useful guidance to festival ideation and design.

  7. What drives customer loyalty towards Greek wine varieties? Using polarization to model consumer loyalty

    DEFF Research Database (Denmark)

    Kotseridis, Yiorgios; Chrysochou, Polymeros; Krystallis, Athanasios

    their processing limits, they tend to simplify their decision-making based on heuristics (Bettman, Luce and Payne 1998). In the case of wine, such heuristics can be said to be extrinsic (e.g. brand, price, region variety, vintage, label) and intrinsic cues (taste, colour, etc). Many studies have explored......, marketers have been always eager towards building strong bonds with their customers. Therefore, identifying which cues makes consumers remain loyal and increase their chances of repeat purchase is always of high importance. In the case of wine, delineating the issue of loyalty in a wine brand......Wine is often characterised as a difficult and confusing product for consumers. In addition, the wine market is much diverse and competitive, with an enormous number of niche brands making consumer choice even more complex. When consumers are overloaded with information that exceeds...

  8. Warning Signs of Bullying

    Science.gov (United States)

    ... of Aggressive Behavior Print Share Warning Signs for Bullying There are many warning signs that may indicate ... Get help right away . Signs a Child is Bullying Others Kids may be bullying others if they: ...

  9. Predicting the Satisfaction and Loyalty of Adjunct Faculty

    Science.gov (United States)

    Hoyt, Jeff E.

    2012-01-01

    Satisfaction with the quality of students, autonomy, faculty support, honorarium, and preference for teaching were significant predictors of adjunct faculty loyalty. With the exception of autonomy, these factors along with a heavy teaching load, collaborative research with full-time faculty, and satisfaction with teaching schedule were predictive…

  10. Career Adaptability, Turnover and Loyalty during Organizational Downsizing

    Science.gov (United States)

    Klehe, Ute-Christine; Zikic, Jelena; Van Vianen, Annelies E. M.; De Pater, Irene E.

    2011-01-01

    During organizational restructuring and downsizing, employees often worry about being redundant, actually are redundant, and/or feel unsatisfied with their jobs. Employees, in turn, often react with poor loyalty to and high voluntary exit from the organization. The current study addresses this process from a careers' perspective, showing that…

  11. Career adaptability, turnover and loyalty during organizational downsizing

    NARCIS (Netherlands)

    Klehe, U.-C.; Zicik, J.; van Vianen, A.E.M.; de Pater, I.E.

    2011-01-01

    During organizational restructuring and downsizing, employees often worry about being redundant, actually are redundant, and/or feel unsatisfied with their jobs. Employees, in turn, often react with poor loyalty to and high voluntary exit from the organization. The current study addresses this

  12. Loyalty to two brands of beer of the same producer

    DEFF Research Database (Denmark)

    Sudzina, Frantisek

    2017-01-01

    The focus of the paper is loyalty to two brands of beer produced by the Carlsberg Group - Tuborg and Carlsberg. Both beers are lagers. The Carlsberg Group markets Tuborg as a more premium brand, and it also aims to promote it to women. Unlike in the Netherlands with one brand - Heineken and unlike...

  13. Impact of brand personality on satisfaction and loyalty of consumers ...

    African Journals Online (AJOL)

    The purpose of this research is to review the impact of various dimensions of brand personality which includes: honesty, qualification, being exciting, perfection, and strength on customer's satisfaction and its impact on customer's loyalty. The statistical population of this research includes customers who have used luxury ...

  14. Understanding Student Satisfaction and Loyalty in the UAE HE Sector

    Science.gov (United States)

    Fernandes, Cedwyn; Ross, Kieran; Meraj, Mohammad

    2013-01-01

    Purpose: The purpose of this paper is to verify and estimate the impact of the antecedents of Programme satisfaction and to explore its link with student loyalty in the higher education (HE) sector in the United Arab Emirates (UAE). Design/methodology/approach: A Programme Experience Questionnaire (PEQ) was developed, based on the National Student…

  15. Questions of Ethics and Loyalty: An Assistant Principal's Tale

    Science.gov (United States)

    Martinez, Melissa A.

    2014-01-01

    Inspired by real-life events, this case describes the dilemma of a novice assistant principal who must balance her role as an administrator at her high school campus where a cousin's son, Eddie, recently enrolled and is proving to be disruptive the first month of school. Troubled by questions of ethics and loyalty, the issue is complicated after…

  16. Why patient loyalty matters--and how to enhance it.

    Science.gov (United States)

    Lee, Thomas H

    2014-12-01

    Five tactics can help healthcare organizations earn patients' confidence and loyalty-and in turn retain or expand market share: Developing a shared vision about patient care. Committing to measuring the patient experience. Being accountable to the data. Emphasizing team care. Establishing organizational pride.

  17. Higher Education Institutions: Satisfaction and Loyalty among International Students

    Science.gov (United States)

    Paswan, Audhesh K.; Ganesh, Gopala

    2009-01-01

    This study empirically investigates the relationship between satisfaction with educational service augmenters and consumer loyalty within the context of the international student market. An enhanced state of consumer satisfaction, also labeled as delight, is captured by focusing on service augmenters that fall outside the domain of the core…

  18. A review of brand-loyalty measures in marketing

    OpenAIRE

    Mellens, M; Dekimpe, Marnik; Steenkamp, J

    1996-01-01

    Brand loyalty represents an important asset to the firm. While considerable agreement exists on its conceptual definition, no unified approach to operationalize the concept has yet emerged in the marketing literature. We provide a conceptual framework to classify existing management approaches, discuss their relative advantages/disadvantages and provide some managerial recommendations.

  19. Studying customer loyalty at Daewoo express bus service, Pakistan

    Directory of Open Access Journals (Sweden)

    Usman Yousaf

    2013-09-01

    Full Text Available Background: Meeting service quality standards and striving for loyalty are two critical areas which have until now been overlooked by both the passenger transport industry and academia in Pakistan therefore the study sheds useful light on an issue hitherto untouched. Therefore increased sample size will help in increasing generalizability of study. Methods: This paper is designed to study the level of loyalty at Daewoo Express Bus Service in Sargodha by measuring customer satisfaction. Researchers used a small sample of only 96 respondents (passengers and only studies customer's behavior in the service quality of Daewoo Express Bus Service however it may differ in other passenger transport services. Results and conclusions: This paper reveals that there is a positive and significant relationship between loyalty (dependant variable and price perceptions, reliability, retrieving and smoothing (independent variables. However, the study found that reliability of services is the most important dimension among other independent variables (price perceptions, smoothing, reliability, retrieving effecting customers loyalty at Daewoo Express. Paper under consideration would surely assist Daewoo`s management team to take care of the loopholes existing in the current service level and likely threats which Daewoo might face.

  20. Gender Effects on Loyalty: A Replication in an Emerging Market

    NARCIS (Netherlands)

    Babah Daouda, Falylath; Ingenbleek, Paul T.M.; Trijp, van Hans C.M.

    2017-01-01

    This paper replicates the gender-effect on object of loyalty found by
    Melnyk et al. (2009), suggesting that females are more loyal towards
    individuals and males are more loyal to groups and organizations. Results
    from Benin (West Africa) support this but find that the results

  1. Filipino Parents' School Choice and Loyalty: A Factor Analysis

    Science.gov (United States)

    de Guzman, Allan B.; de Castro, Belinda V.; Aquino, Kieshia Albert B.; Buenaventura, Melinda Anne R.; Duque, Anna Celina C.; Enriquez, Mark Lawrence D. R.

    2008-01-01

    This quantitative study aims to ascertain the significant relationship existing between parents' profile, and their school choice and school loyalty. Data were gathered using the researcher's two-part made instrument. Respondents were first asked to fill in a "robotfoto" for purpose of profiling their baseline characteristics and were…

  2. Leadership Analysis in K-12 Case Study: "Divided Loyalties"

    Science.gov (United States)

    Alsubaie, Merfat Ayesh

    2016-01-01

    This report mainly aims to provide a critical and in-depth analysis of the K-12 Case, "Divided Loyalty" by Holy and Tartar (2004). The case recounts how the manifestation of inadequate leadership skills in a school setting could affect negatively the performance of students.

  3. Teachers' Loyalty to Their Supervisors and Organizational Commitment

    Science.gov (United States)

    Çelebi, Nurhayat; Korumaz, Mithat

    2016-01-01

    A number of studies on teachers' organizational commitment based some findings of western context in Turkey. But some of the characteristics prove that organizational issues cannot be resulted with the terms in Western World. One of the new concepts in organizational issues for Eastern culture is loyalty to supervisor (in school context supervisor…

  4. Exit and Voice: Organizational Loyalty and Dispute Resolution Strategies

    Science.gov (United States)

    Hoffmann, Elizabeth A.

    2006-01-01

    This study compares workplace dispute resolution strategies (exit, voice and toleration) in matched pairs of conventional and worker-owned cooperative organizations operating in three industries--coal mining, taxicab driving and organic food distribution. Building on Hirschman's classic exit, voice and loyalty thesis, this research demonstrates…

  5. The role of consumer confidence in creating customer loyalty

    NARCIS (Netherlands)

    Ou, Yi-Chun; de Vries, Lisette; Wiesel, Thorsten; Verhoef, Pieter

    How can firms retain customers during recessions? To answer this question, we investigate the moderating role of consumer confidence (CC) on the effects of three types of crucial customer loyalty strategies. These strategies are value equity (VE), brand equity (BE), and relationship equity (RE),

  6. Airline loyalty (programs) across borders : A geographic discontinuity approach

    NARCIS (Netherlands)

    de Jong, Gerben; Behrens, Christiaan; van Ommeren, Jos

    2018-01-01

    We analyze brand loyalty advantages of national airlines in their domestic countries using geocoded data from a major international frequent flier program. We employ a geographic discontinuity design that estimates discontinuities in program activity at the national borders of the program's

  7. The loyalty on the market of agricultural machines

    Directory of Open Access Journals (Sweden)

    Zuzana Schwarzová

    2011-01-01

    Full Text Available The article is dealing with the market of agricultural machinery with the focus on the loyalty of agricultural subjects. In this market the brand is very important factor that can influence fundamentally the purchaser during buying a machine. Totally there are three types, the subjects that are totally not influenced by the brand mark, the subjects taking in their consideration the brand mark but just as one factor and the rest that is loyalty and buys just one brand. The main objective of this paper is to analyze the customers in this market and their loyalty to each brand. To reach the main goal there were analyzed data of agricultural subject’s facilities, perception of brand marks and their relation. The data were used from own primary marketing research and analyzed by the help of statistics methods for marketing research as a Chi-square test, Pearson product-moment correlation coefficient, Spearman’s rank correlation coefficient and testing the hypotheses. The other part of this paper was focused on the satisfaction of respondents with each brand that they own. According to the article objective there were set hypotheses for following testing that were main mean to solve the goal. The result of this paper is found loyalty for just one brand in the agricultural machinery market. For John Deere brand there was proven the loyalty – subjects perceiving the mark as the best in the market and also buying it. The results can help for our future analyses to understand factors influencing the market and analyses of each brand and how their strategy in the market is conformed to the subject perception and behavior.

  8. An Eclectic Approach to Loyalty-Promoting Instruments in Corporate Law: Revisiting Hirschman's Model of Exit, Voice, and Loyalty

    NARCIS (Netherlands)

    A.A. Bootsma (Bart)

    2013-01-01

    markdownabstract__Abstract__ This essay analyses the shareholder role in corporate governance in terms of Albert Hirschman's Exit, Voice, and Loyalty. The term 'exit' is embedded in a law & economics framework, while 'voice' relates to a corporate constitutional framework. The essay takes an

  9. Compromiso de retribución justa en los juramentos médicos Statement of fair retribution in medical oaths

    Directory of Open Access Journals (Sweden)

    Marta L. Pérez

    2004-09-01

    Full Text Available OBJETIVO: Determinar se os Juramentos Médicos de diferentes épocas expressam o compromisso do médico de solicitar uma remuneração justa pelo atendimento e serviços prestados na recuperação da saúde de pacientes. MÉTODOS: Foram analisados 50 Juramentos Médicos editados em artigos e publicações, segundo duas épocas diferentes, 12 juramentos da época antiga e medieval e 38 juramentos da época moderna e contemporânea. RESULTADOS: Somente três textos de juramento, entre os 50 selecionados, contêm expressamente explícito o compromisso de remuneração justa dos honorários médicos. Dois deles são da época medieval e pertencem à Escola de Medicina de Montpellier, e apenas um da época moderna (Juramento de Amato Lusitano. Quatro fórmulas indicam votos com a atenção dos pobres e 11 assinalam indiretamente não obter ganhos de outras atividades ou relações. CONCLUSÕES: Os Juramentos mais antigos são os que enfatizam a justa remuneração dos serviços médicos, a atenção médica sem discriminar o atendimento em função da possibilidade de pagamento do paciente e a obtenção de ganhos por meios honestos. Os textos de juramentos atuais não expressam estes aspectos, sendo poucos os que se referem somente a não exercer a profissão para proveito material. Apesar destas evidências, os médicos devem respeitar os limites de suas obrigações e estarem comprometidos no sentido de atender pacientes sem discriminar, especialmente sem levar em conta as possibilidades financeiras dos pacientes e, ao mesmo tempo, não exigir honorários que não estejam de acordo com os serviços prestados.BACKGROUND: to determine if Medical Oaths from different times include the statement of the physician to request from patients a fair retribution for his/her medical services. METHODS: Fifty Medical Oaths found in articles and publications were analyzed. In accordance with their corresponding dates, the Oaths were grouped as ancient /medieval

  10. Towards a three-component model of fan loyalty: a case study of Chinese youth.

    Science.gov (United States)

    Zhang, Xiao-xiao; Liu, Li; Zhao, Xian; Zheng, Jian; Yang, Meng; Zhang, Ji-qi

    2015-01-01

    The term "fan loyalty" refers to the loyalty felt and expressed by a fan towards the object of his/her fanaticism in both everyday and academic discourses. However, much of the literature on fan loyalty has paid little attention to the topic from the perspective of youth pop culture. The present study explored the meaning of fan loyalty in the context of China. Data were collected by the method of in-depth interviews with 16 young Chinese people aged between 19 and 25 years who currently or once were pop fans. The results indicated that fan loyalty entails three components: involvement, satisfaction, and affiliation. These three components regulate the process of fan loyalty development, which can be divided into four stages: inception, upgrade, zenith, and decline. This model provides a conceptual explanation of why and how young Chinese fans are loyal to their favorite stars. The implications of the findings are discussed.

  11. The effects of interactive marketing, customer satisfaction and flashes on customer loyalty

    Directory of Open Access Journals (Sweden)

    Tanveer ASLAM

    2015-05-01

    Full Text Available This study explores impact of interactive marketing impact on consumer satisfaction and loyalty. So for no specific research has been conducted to identify the process of customer loyalty in banking sector in this perspective. Customer loyalty has great importance and agonizes among connoisseur, academician and professionals in ample industries. Interactive marketing combination of relationship marketing and service marketing. This study generally focused on following dimensions commitment, trust, familiarity, quality of employees, service quality and service personalization efforts as key predictor of customer satisfaction and loyalty. Data was collected by using by pretested questionnaire through personal interviews. A representative sample of one hundred and sixty consumers was selected by using convenience sampling technique. Interactive marketing has positive significant influence customer satisfaction and customer loyalty. The customer satisfaction fully mediates the relationship between interactive marketing and customer loyalty.

  12. Organizational Loyalty and Organizational Commitment: An Analysis in Terms of Political Party Organizations

    Directory of Open Access Journals (Sweden)

    Akyay Uygur

    2010-12-01

    Full Text Available Sense of belonging is a psychological condition in which loyalties are divided into two. Organizational commitment, the value of the individual within the organization to accept and hear the desire to remain in the organization as it is defined. Identify a specific individual's loyalty to the organizational integration organizations, in the form of sincere commitment and dedication has been defined. This study aimed to determine the level of organizational loyalty to Turkey's third largest political party (AKP, CHP, MHP, feeling of belonging to the organization aims to determine the level of loyalty of the individual. Organizational loyalty created in accordance with this scale in city information was collected from 674 people. Accordingly, the highest level of organizational loyalty to the party MHP, the second CHP and third place in the AKP has emerged.

  13. Towards a three-component model of fan loyalty: a case study of Chinese youth.

    Directory of Open Access Journals (Sweden)

    Xiao-xiao Zhang

    Full Text Available The term "fan loyalty" refers to the loyalty felt and expressed by a fan towards the object of his/her fanaticism in both everyday and academic discourses. However, much of the literature on fan loyalty has paid little attention to the topic from the perspective of youth pop culture. The present study explored the meaning of fan loyalty in the context of China. Data were collected by the method of in-depth interviews with 16 young Chinese people aged between 19 and 25 years who currently or once were pop fans. The results indicated that fan loyalty entails three components: involvement, satisfaction, and affiliation. These three components regulate the process of fan loyalty development, which can be divided into four stages: inception, upgrade, zenith, and decline. This model provides a conceptual explanation of why and how young Chinese fans are loyal to their favorite stars. The implications of the findings are discussed.

  14. For soldier and state: dual loyalty and World War One.

    Science.gov (United States)

    van Bergen, Leo

    2012-01-01

    Military medicine has always been characterized by some form of dual loyalty: physicians have to consider the interests of the individual soldier--patient as well as the interests of the state and the military in general. The way in which each individual doctor responds to this dual loyalty has mostly been viewed as a product of war circumstances on the one hand, and the personal character and/or religious and ideological beliefs of the physician on the other. Taking World War One as an example, this article argues that the nature of the illness or wound also had a part to play in this. The article shows that the disfigured were looked upon mainly in relation to the patient's own interests; the invalided-out through a combination of the patient's as well as the state's interests; and the neurotic mainly out of concern for the interests of the state.

  15. Internal marketing and the antecedents of nurse satisfaction and loyalty.

    Science.gov (United States)

    Peltier, James W; Pointer, Lucille; Schibrowsky, John A

    2008-01-01

    Employee satisfaction and retention are critical issues that influence the success of any organization. Yet, one of the most critical problems facing the worldwide health care industry is the shortage of qualified nurses. Recent calls have been made within the traditional nursing literature for research that utilizes marketing and business models to better understand nurse satisfaction and retention. The purpose of this study is to develop scales that can be used to empirically test a model of the proposed antecedents of nurse job satisfaction and loyalty which have been used widely in the internal marketing and the relationship-marketing literature. Specifically, the study will investigate the degree to which structural bonding, social bonding, financial bonding activities, and quality of care impact how well nurses are satisfied with their job and their commitment to the organization. The results show that quality of care most impacted nurse satisfaction and loyalty, followed by structural, social, and financial bonds.

  16. How to strengthen customer loyalty, using customer segmentation?

    Directory of Open Access Journals (Sweden)

    MELNIC Elena Lidia

    2017-01-01

    Full Text Available Do you provide exceptional customer service?”, “Is the customer service in your company extraordinary?” “How to convert satis fied customers into loyal customers?” - are the most frequent questions of today’s managers and have driven the research on this article to getting the answer to a highly important marketing topic “How to strengthen customer loyalty using customer segmentation?”. Anyone who has bought a product or a service has probably suffered at least once from a company’s apparent indifference to what should be its first concern: the customer experiences. If this is the case, the company is in a wrong direction, since loyalty is the most powerful tool in today competitive market. To strengthen the bonds with these high-profit customers, innovative companies are deploying enterprise-wide strategies built on consumer segmentation.

  17. EXPLORING THE RELATIONSHIP BETWEEN LOCAL FOOD CONSUMPTION AND INTENTIONAL LOYALTY

    Directory of Open Access Journals (Sweden)

    Mamoon ALLAN

    2016-07-01

    Full Text Available In the pertinent literature on tourism supply, the relative importance of local food tourism has been subject to considerable discussion. Despite the breadth of such literature, there is a general lack of research on role of local food in tourism in the Middle East, in general and Jordan, in particular. Therefore, the aim of this study is to explore the local food consumption motivations  and their relationship with intentional loyalty for international tourists. The study indicated that the cultural experience is the central motivation for respondents to experience local food. In addition, it showed that the excitement motivation was the high significant predictor of the behavioural intention (loyalty. On the basis of the findings, tourism management in Jordan should add local food to its tourism discourse and improve the nature and scope of the current marketing and promotion strategies of local food.

  18. An empirical investigation on factors influencing on brand loyalty

    Directory of Open Access Journals (Sweden)

    Naser Azad

    2013-07-01

    Full Text Available Building a competitive brand is a key success specially in banking industry. This paper presents a study to investigate important factors influencing brand loyalty among special customers in one of biggest Iranian banks in Iran. The study designs a questionnaire and distributes it among 249 regular customers who are special customers in various banks in city of Tehran, Iran. The study uses structural equation modeling to find important factors and they are ranked using TOPSIS method. In our study, Cronbach alpha has been calculated as 0.815 and there are eight influencing factors including flexibility in offering various services, building good relationship with customers, technology and processes, customers’ experiences, brand identity in continuous advertisement, organization size, customer perception on reputation of brand and customers’ tendency to build better brand loyalty. In our survey, flexibility in offering various services received the highest rank followed by building good relationship with customers.

  19. Investigating the effect of different green marketing on brand loyalty

    Directory of Open Access Journals (Sweden)

    Naser Azad

    2013-10-01

    Full Text Available Green marketing plays important role on developing different business plans without harming environment. Green marketing may also help us find more loyal customers since many people do care about taking care of environment and prefer purchasing only green products and services. In this paper, we present an empirical investigation to find the effect of different green strategies on brand loyalty. The proposed study designs a questionnaire and distributes it among 384 randomly selected people who purchase various brands in city of Tehran, Iran. The gathered data are analyzed using structural equation modeling and the results indicate that different green marketing strategies including green pricing, green promotion, green distribution positively influence brand loyalty.

  20. Product bundling as a customer loyalty strategy; Kundenbindung durch Produktbuendel

    Energy Technology Data Exchange (ETDEWEB)

    Wolf, H.G. [Arthur Andersen Business Consulting GmbH, Duesseldorf (Germany)

    2000-12-01

    In the deregulated market in electricity, all marketers and energy-related service providers are competing not only for new customers, but also for customer loyalty. The article sets out concepts and strategies developed by a business consulting firm, for maintaing or enhancing customer loyalty in the end-use market segment, focusing on customized product bundling. A four-tier approach for product bundle development and implementation is discussed. (orig./CB) [German] Fuer Energieversorger und -dienstleister ergibt sich neben der Neukundengewinnung der strategische Zwang zur Bindung bestehender Kunden. An praktischen Ansaetzen fuer Privatkunden stehen neben Value-Added-Services und Incentives (Kundenclub, -karte) nicht zuletzt Produktbuendel (Bundles) zur Verfuegung. Zur erfolgreichen Entwicklung und Implementierung von Produktbuendeln wird ein vierphasiges Vorgehensmodell erlaeutert. (orig./CB)

  1. The effects of service brand dimensions on brand loyalty

    DEFF Research Database (Denmark)

    Krystallis Krontalis, Athanasios; Chrysochou, Polymeros

    2014-01-01

    influences consumer satisfaction, attitude and behavioural loyalty towards service brands were confirmed. Moreover, contrary to previous findings, controlled communication elements (i.e. advertising and promotions) did not have any influence on customer satisfaction with service brands. However, the same......The present paper uses a modified version of the Service Brand Verdict (SBV) model. The objective of the study is to incorporate service brand loyalty as an ultimate dependent measure seen as the outcome of consumers’ evaluation of various service brand dimensions and communication, and test...... the generalizability of the modified SBV model in two different service sectors and cultural settings. Two studies using on-line survey data were conducted in Denmark and Norway in two different service industries (airlines and banks respectively). Previous findings suggesting that brand evidence significantly...

  2. Utilization of Near Field Communication Technology for Loyalty Management

    Directory of Open Access Journals (Sweden)

    Ferina Ferdianti

    2013-09-01

    Full Text Available Near Field Communication (NFC is one of wireless technology developed at this time. We can use a mobile phone to do many transactions with NFC. Mobile developments have created to provide convenience for users in all aspects. However, at this time the function of NFC just limited for payment and micropayment. Beside it, there are assets that support to increase sales with attention of loyality management system. In this system, discounts or prizes are given based on data mining for every transaction costumers. Loyalty management has three concept, those are Frequency, Recency and Quantity. The goals are minimizing the cost, making purchase process faster, and managing data obtained through the NFC technology more simple. The result of this paper is the procedure to use data mining of NFC for loyalty management and system design using Unified Modeling Language approach.

  3. Effect of Advertising on the Brand Loyalty of Cosmetic Products among College Students

    OpenAIRE

    Ababio, Abraham Gyamfi; Yamoah, Emmanuel Erastus

    2016-01-01

    This study explored the relationship between advertising and brand loyalty of cosmetic products. The multinomial logit model was used to ascertain the effect of advertising on different loyalty profiles for cosmetic products among college students. Based on a survey of 200 Ghanaian students drawn randomly, findings indicated that advertising plays no significant role on college students’ loyalty for cosmetic products. It can be argued, however, that the most promiscuous buyer is more amenable...

  4. Make a customer, not a sale : A study on customer's perception of loyalty programs

    OpenAIRE

    Anderson, Louise

    2013-01-01

    The Swedish food retail industry is one with fierce competition, small product differentiation and increasingly disloyal customers. Consequently in order to create and retain loyal customers many of the stores offer some kind of loyalty schemes. The effectiveness of loyalty programs have been questioned, but it is proposed that in order for a loyalty program to be successful it must offer benefits that are perceived as valuable by customers. Thus the purpose of this qualitative study is to in...

  5. Analysing Factors That Drives Customer Loyalty Of Shoes Laundry Quickcares Manado

    OpenAIRE

    Mawa, Maria; Tumbuan, Willem J.F.Alfa; Tielung, Maria V.J

    2017-01-01

    This research is to analyzing what are the factors that drive customer loyalty of shoe laundry Quickcares Manado. Shoe Laundry is the services that offer to clean and taking care shoe, Customer Loyalty is the result of consistently positive emotional experience, physical attribute-based satisfaction and perceived value of an experience, which includes the product or services. It is important to know factors that drive customer Loyalty in business, in order to guarantee business continuity and...

  6. Effects of Website Interactivity on e-Loyalty: A Social Exchange Perspective

    OpenAIRE

    Wen-Jang Jih; Su-Fang Lee; Yuan-Cheng Tsai

    2010-01-01

    This study examines the impact of major considerations of commercial website design and management, website interactivity, the important performance factor, and customer loyalty. Meaningful interactions with existing and potential customers allow e-commerce firms to enhance customer loyalty by providing satisfactory customer experience. Customer loyalty is a composite construct, yet consists of multiple dimensions that do not necessarily contribute to repeat purchase in the same manner. Guide...

  7. Influence of Brand Loyalty on Fast Food Industry - Consumer buying behavior of India.

    OpenAIRE

    Tandon, Manav

    2012-01-01

    The purpose of this research is to examine how consumers are influenced by factors of brand loyalty towards fast food brands. The research was conducted in Delhi with Indian consumers. People who filled the questionnaire are adults who are working or are looking for job. This research was adopted based on seven factor of brand loyalty. The seven factors of brand loyalty are brand name, product quality, price, style, promotion, and service quality and restaurant environment. Brand name has sho...

  8. The Effect of Store Brand Image and Service Quality Towards Customer Loyalty at Freshmart Superstore Manado

    OpenAIRE

    Tumiwa, Johan; Lapian, S. L. H. V. Joyce; Kumowal, Rivo Christian

    2016-01-01

    Customer loyalty has been recognized as the dominant factor in a superstore€™s success. The customer loyalty subject has become of increased interest to most superstore in the competitive situation over the last few years. Store brand image and service quality describes what customers are looking for that is likely to be advantageous to the Superstore. The objectives of this research are to analyze the effect of store brand image, and service quality towards consumer loyalty, simultaneously a...

  9. The Impact of Customer Relationship Management to Customer Loyalty Through Customer Satisfaction in Cabal Dining Manado

    OpenAIRE

    Pandowo, Merinda; Pangemanan, Sifrid S.; Wattilete, Randy

    2013-01-01

    Customer relationship management is the one influencing customer loyalty, but to get customer loyalty we should know how to make customer satisfaction. This research is purposed to analyze the impact of customer relationship management to customer loyalty through customer satisfaction in Cabal Dining Manado. This research used the Path analysis as the method of this research. Population in this research is mainly in this research is people in Manado. The sample of this research is 100 respond...

  10. The Influence Of Customer Handling On Brand Image In Building Customer Loyalty

    OpenAIRE

    Ryan Kurniawan; Sucherly; Surachman

    2015-01-01

    Complaint handling influences brand image which will influence customer loyalty in the future. This research is aimed to find out how the complaint handling is capable to influence against the brand image in building the customer loyalty of Indomaret Minimarket with the study case of Indomaret Minimarket. This research also aims to find out how the complaint handling is conducted by Indomaret Minimarket the brand image of service on Indomaret Minimarket as well as the customer loyalty of Ind...

  11. IMPACT OF RELATIONSHIP MARKETING ON CUSTOMER LOYALTY IN THE BANKING SECTOR

    OpenAIRE

    Mukhiddin Jumaev; Prof. Dr. Dileep Kumar. M.; Jalal R. M. Hanaysha

    2012-01-01

    The purpose of this study is to discuss the impact of customer loyalty in banking sector. The customer loyalty in banking has seen a major concern to practitioners due to severe competition and higher customer expectations. Further to that, one way to enhance customer loyalty in banking is by focusing on offering excellent services and meeting the needs of customer. Banks need to have a good understanding of their customer behaviour so that appropriate marketing strategies directed towards re...

  12. A Conceptual Framework to Build Brand Loyalty in the Modern Marketing Environment

    OpenAIRE

    Wasib B Latif; Md. Aminul Islam; Idris Bin Mohd Noor

    2014-01-01

    Building brand loyalty in a competitive market can play an efficient role in the modern marketing environment. It is now widely acknowledged by companies and business enterprises that strong brand loyalty will make a competitive advantage in the marketplace that will increase their overall knowledge with experiences and trustworthiness. Indeed, recent trends in modern marketing have changed tremendously, and study of brand loyalty is increasingly becoming essential to keep pace with this chan...

  13. CUSTOMER SATISFACTION AND LOYALTY OF A FRANCHISE PRODUCT EVIDENCE FROM NASI BEBEK GINYO RESTAURANT IN JAKARTA

    OpenAIRE

    Kartika Puspitasari Adiningsih; Rita Nurmalina; MD. Djamaludin

    2015-01-01

    The objectives of this study were to: 1) identify the characteristics of the customers of Restaurant Nasi Bebek Ginyo, 2) to analyze factors influencing customer satisfaction and loyalty, and 3) to analyze the level of customer satisfaction and loyalty. Descriptive Analysis, Structural Equation Modelling (SEM), Customer Satisfaction Index (CSI) and Customer Loyalty Index (CLI) were used to analyze the data. The results of the study showed that tangible, reliability, food quality, and perceive...

  14. Investigating the Customer Loyalty Model in the Chain Stores of Iran

    OpenAIRE

    Ali Sanayei; Alireza Haddadian; Amirhossein Bagherieh

    2015-01-01

    The purpose of this paper is to investigate customer loyalty model for the chain stores of Iran according to factors include perceived value, customer satisfaction, perceived quality, store image, customer relationship, perceived equity, trust and store atmosphere as preconditions of loyalty and brand preference, repurchase intention, word of mouth referral and expected switching cost as consequences of customer loyalty. This study is applied research and descriptive - correlation in terms of...

  15. E-lifestyle, Customer Satisfaction and Loyalty among Mobile Subscribers in Thailand

    OpenAIRE

    Hassan, Siti Hasnah; Thurasamy, T. Ramayah; Loi, Wai Yee

    2017-01-01

    This paper aims at assessing the relationship between e-lifestyle, customer satisfaction, and loyalty among mobile service subscribers in Thailand. The results reveal that e-lifestyle has a substantial effect on customer satisfaction. Subsequently, customer satisfaction affects strongly on consumer loyalty towards telecommunication service providers. Moreover, customer satisfaction mediates the relationship between e-lifestyle and consumer loyalty. The study concludes that e-lifestyle has to ...

  16. The influences of psychological sense of brand community on mobile game loyalty: a case study research

    OpenAIRE

    Duong, Kim

    2017-01-01

    This thesis contributes to Carlson et al.’s (2008) findings on a brand-based community and its psychological aspects. The research aimed to investigate the influences of psychological sense of brand community (PSBC) on mobile game loyalty. Particularly, it attempted to, first, look at sense of brand community from the social identity viewpoint, and second, explore the influence of PSBC on game loyalty as well as the role PSBC plays in the satisfaction–loyalty relationship. The relevant studie...

  17. How to Promote Customer Loyalty of Chinese Mobile Telecom Operator : Case Study of China Mobile

    OpenAIRE

    Hao, Yi; Yuan, Xiaoqin; Zhang, Weiqing

    2009-01-01

    Customer loyalty has been investigated in years, and its importance to corporate is understood by managers. The purpose of this paper is to find out what kinds of specific and concrete operational factors have an important impact on Chinese mobile telecom customer loyalty. Firstly, a model was established to represent the relationship between customer loyalty and its influencing factors (customer satisfaction, perceived quality, customer value, switching cost and corporate image). 11 specific...

  18. Pengaruh Customer Relationship Management (Crm) Terhadap Customer Satisfaction Dan Customer Loyalty Pada Pelanggan Matahari Department Store

    OpenAIRE

    Ham, Meyske

    2016-01-01

    This study was conducted to determine the effect Benefits of Customer Relationship Management and Customer satisfation to Customer Loyalty in Customers Matahari Department Store. Customer relationship management (CRM) is part of a marketing strategy to get satisfaction and increase customer loyalty. CRM and customer satisfaction can encourage customer loyalty where customers do not easily switch to other companies. The population is all customers Matahari Department Store, and the sample are ...

  19. Service loyalty : the effects of service quality and the mediating role of customer satisfaction

    OpenAIRE

    Caruana, Albert

    2002-01-01

    Service loyalty, with its final effect on repurchasing by customers, appears to have received relatively little attention. This study starts by first delineating the concept of service loyalty and proceeds to distinguish between service quality and customer satisfaction. A mediational model that links service quality to service loyalty via customer satisfaction is proposed. Appropriate measures are identified and a postal survey is undertaken among 1,000 retail banking customers. A response r...

  20. A Marketer's Point of Views: Strategy of Developing and Reinforcing Brand Loyalty in the 1990's

    OpenAIRE

    Hidayat, Anas

    2005-01-01

    The rapid change in competition and technology results in decrease in brand loyalty and business decline. This means that keeping customer loyalty is a very challenging effort today because brand loyalty is very important to acquire, maintain, and develop market share. To keep customer loyal to a certain brand or to keep a brand valuable in front of the customers’ eye, marketer must be able to reduce marketing cost, to maintain trade leverage, to attract new customers, and to provide time to ...

  1. The Effect of Innovation Factors to Customer Loyalty by Structural Equation Model

    OpenAIRE

    M. Dachyar; Fatkhurrohman

    2011-01-01

    Innovation is being view from four areas of innovation, product, service, technology, and marketing. Whereas customer loyalty is composed of customer expectation, perceived quality, perceived value, corporate image, customer satisfaction, customer trust/confidence, customer commitment, customer complaint, and customer loyalty. This study aimed to investigate the influence of innovation factors to customer loyalty to GSM in the telecom companies where use of products and s...

  2. Effects of Deceptive Advertising on Consumer Loyalty in Telecommunication Industry of Pakistan

    OpenAIRE

    Hasan, Syed Akif; Subhani, Muhammad Imtiaz

    2011-01-01

    This study is an attempt to interrogate the effects of deceptive advertising on consumer loyalty in telecommunication industry of Pakistan. Four variables, Call Charges (CC), Network Coverage (NC), Network Quality (NQ) and Customer Service (CS) were used to measure deception in Telecom Ads and then its effect on consumer loyalty while the consumer preference is used as the proxy of consumer loyalty. 10,000 random individuals from telecom industry were selected to conclude the results. Testing...

  3. An Assessment of Mobile Device Internet Services on Customer Perceived Value and Loyalty

    OpenAIRE

    Tai, Wern Shin Valerie

    2009-01-01

    The objective of this study is to explore the effect of a complementary mobile and internet service offering around mobile devices on customer perceived value and consumer loyalty, as well as investigate if perceived value can predict consumer loyalty. Gender differences were also explored in both perceived value and loyalty. The study built on a review of existing literature in order to establish the constructs explored and develop the research structure and focus. A consumer study w...

  4. Identifying The Factors That Influence Retail Customer Loyalty And Capitalising Them

    OpenAIRE

    Michael Colin Cant; Michael du Toit

    2012-01-01

    Much has been said about loyalty and the advantages that a loyal customer base offers to an organisation and more specifically to retail customers. With more than 2 billion loyalty programme memberships including hotel, supermarket, airline and financial services in the United States alone it is clear that loyalty programmes are an essential part of the marketing plan and strategy of retail organisations a road to survival, growth and profits. This study focussed on one particular clothing r...

  5. Impact of PT. Central Proteinaprima Customer Relationship Management Towards Customer Loyalty in Sidoarjo Area

    OpenAIRE

    Santoso, Ivandy

    2015-01-01

    Customer Relationship Management is considered as an important factor that can impact customer loyalty in purchasing a product. In Sidoarjo, PT. Central Proteinaprima, a fish feed company, also competes with other companies to attract customer loyalty. This research is conducted with the aim to find out the effect of customer relationship management on customer loyalty. The data was gathered using simple random sampling by distributing questionnaires to 150 respondents in Sidoarjo...

  6. The Impact Of CRM Implementation On Customer Satisfaction, Loyalty And Organisational Profitability

    OpenAIRE

    Tanas, Islam Nazier Abdelmalak

    2010-01-01

    This research investigates to what extend the customer relationship management implementation affects the customer loyalty and maintaining profitability in the food and retail industry by cultivating intrinsically motivated loyalty between customers and retailers in the current competitive environment. The former grocery retailers caught up in traditional transaction-based strategies and relied on acquisition instead of loyalty which deters customers from choosing alternative retailers by inc...

  7. Understanding the nature of the value-satisfaction-loyalty chain concerning asymmetry and nonlinearity

    OpenAIRE

    Van Camp, Koen

    2015-01-01

    Value still resides at the heart of the marketing place. Companies creating superior value will achieve higher satisfaction among their customers leading to higher loyalty and profits. The different relationships in the customer value-satisfaction-loyalty chain are therefore of utmost importance. Most companies, assume that the relationships between customer value, customer satisfaction and customer loyalty are simple symmetric, linear ones. The question remains, if this assumption is always ...

  8. The Impact of Marketing Mix (4p's) on Customer Loyalty Towards Toyota Avanza

    OpenAIRE

    Harsono, Rendy

    2016-01-01

    With the tight competition in the automotive industry, customer loyalty has become the key for success. However, customer loyalty is not always easy to earn. With this in mind, the research is established with the goal to analyze the impact of 4P's of Marketing Mix towards customer loyalty on Toyota Avanza.Using questionnaires as data gathering instrument with simple random sampling, 124 respondents were gathered from people around Surabaya, who has bought and ride Toyota Avanza. The data obt...

  9. THE ROLE OF CUSTOMER SATISFACTION IN MEDIATING MARKETING COMMUNICATION EFFECT ON CUSTOMER LOYALTY

    OpenAIRE

    Mohamad Dimyati,

    2015-01-01

    This study aims to test the effect of a) marketing communication on customer satisfaction; b) marketing communication on customer loyalty; c) customer satisfaction on customer loyalty; and d) to identify the role of customer satisfaction in mediating marketing communication effect on customer loyalty of the IM3 user community in Jember regency, East Java province. The study was designed in a form confirmatory research, with the whole IM3 community members in the regency as the ...

  10. A new "loyalty rewards" program in health care customer relationships.

    Science.gov (United States)

    Macstravic, Scott

    2006-01-01

    "Loyalty rewards" in sponsored DM and HRM programs can apply to both providers and consumers. Physicians and hospitals can be paid to "loyally" adhere to payers' guidelines for managing diseases and risks. Many payer and their outsourced vendor programs include significant efforts to create collaborations between payer and provider, rather than relying on unilateral efforts. And growing numbers are rewarding providers for their efforts and results achieved.

  11. Corporate traveler centered development of a loyalty programme

    OpenAIRE

    Keskiväli, Mika

    2015-01-01

    This thesis is a qualitative case study that examined how the airline corporate sales client company employee (known as business traveler) engagement could be developed by the customer co-creation methods in the loyalty programme perspective. The thesis is using the service marketing theory and the service- and customer-dominant logics as the base in understanding the service development and the customer-centric approach. The business-to-business and the relationship marketing theories are in...

  12. Impact of entrepreneurial education on consumer loyalty in tourism industry

    OpenAIRE

    Petrović Pero; Dželetović Milenko

    2016-01-01

    Each educational activity in tourism is a vital tool of development. In most industries during the late 20th and early 21st century, the growing intensity of competition and dynamic development, has led to changes in the objectives of doing business, and this is especially true for the tourism industry. In the past, the focus was on attracting new customers, while marketing strategies now focus on retaining existing customers and winning their loyalty. The main reason for this new approach is...

  13. Preconditions of forming of loyalty management model in pharmaceutical institution

    Directory of Open Access Journals (Sweden)

    O. O. Molodozhonova

    2013-04-01

    Full Text Available The first stage of the mechanism for implementing of two-level model of efficient management of loyalty was justified. It is based on the fundamental value systems of the formation of consumer commitment and institutional commitment of pharmaceutical professionals. The stage involves recruitment, selection and adaptation period for pharmaceutical professionals and pre-use of axiological questioning of consumers of pharmaceutic goods.

  14. CUSTOMER SATISFACTION AND LOYALTY IN A FINANCIAL INSTITUTION

    OpenAIRE

    Mankem, Relindis

    2017-01-01

    The purpose of this thesis is to examine the correlations between customer satisfaction and customer loyalty. “Customers became a center for all banking activities due to increased competition for greater market share. Focusing on customer satisfaction has been the key to increasing service quality according to customers’ expectations in the banking sector,” suggested that the level of service quality is an indication of the organization's ability to meet customers' desires and demands. There...

  15. Marketing planning and digital customer loyalty data in small business

    OpenAIRE

    Donnelly, Christina; Simmons, Geoff; Armstrong, Gillian; Fearne, Andrew

    2012-01-01

    Purpose – Retailer loyalty card marketing intelligence presents actual customer purchasing preferences, competitor activities and performance. Typically, extant literature implies that larger firms with formal marketing planning approaches will be more able to leverage it, structured as it is within a formalized statistical format. Small business literature on the other hand emphasizes their more informal approach to marketing planning. The purpose of this paper is to consider, for the first ...

  16. Antecedents to website satisfaction, loyalty, and word-of-mouth

    OpenAIRE

    Coker, Brent

    2013-01-01

    Satisfaction, loyalty, and likelihood of referral are regarded by marketers and the Big Three diagnostics leading to retail profitability. However, as yet no-one has developed a model to capture all three of these constructs in the context of the internet. Moreover, although several attempts have been made to develop models to measure quality of website experience, no-one has sought to develop an instrument short enough to be of practical use as a quick customer satisfaction feedback form. In...

  17. EXPLORING THE RELATIONSHIP BETWEEN LOCAL FOOD CONSUMPTION AND INTENTIONAL LOYALTY

    OpenAIRE

    Mamoon ALLAN

    2016-01-01

    In the pertinent literature on tourism supply, the relative importance of local food tourism has been subject to considerable discussion. Despite the breadth of such literature, there is a general lack of research on role of local food in tourism in the Middle East, in general and Jordan, in particular. Therefore, the aim of this study is to explore the local food consumption motivations  and their relationship with intentional loyalty for international tourists. The study indicated that the ...

  18. Satisfaction as a Determinant of Customer Loyalty Towards Mobile Communication

    Directory of Open Access Journals (Sweden)

    Boban Melovic

    2014-01-01

    Full Text Available Modern business, characterized by growing user expectations and intense competitive relationships requires companies to survey customer satisfaction in a continuous manner. Customer satisfaction increases loyalty, fosters repurchase intention, enhances positive reaction and reduces the number of complaints. Customer satisfaction survey on regular basis is one of the prerequisites for creating adequate offer that meets customers’ expectations and ensures their long-term loyalty. Namely, loyalty as a long-term preference for the company’s products and services assumes customer who is willing and able to maintain interact with the brand offered by the company. Essentially, brand loyalty implies that the customer, based on the information and his beliefs, prefers the brand that is superior to the others. The main objective of this paper is to examine the level of customer satisfaction with specific aspects of services provided by mobile operators in the Montenegrin mobile communications market. Customer satisfaction with specific aspects of services available in the mobile communications market in Montenegro has been surveyed in 2013. This survey covered 788 respondents, and their levels of satisfaction have been examined using the survey method along with the statistical analysis of a number of variables. The first part of questionnaire consisted of questions aimed at collecting data on demographic characteristics of respondents, i.e. users of services of mobile operators, while the second part consisted of questions related to the basic research subject, i.e. the levels of customer satisfaction with the mobile communications services provided by mobile operators in Montenegro.The presented research method and recommendations provided in relation to the process of surveying customer satisfaction in terms of methodology may be important also for mobile operators operating beyond the Montenegrin market, enabling them to raise the quality of their

  19. Advancing research on loyalty programs: a future research agenda

    OpenAIRE

    Breugelmans, Els; Bijmolt, Tammo H. A.; Zhang, Jie; Basso, Leonardo J.; Dorotic, Matilda; Kopalle, Praveen; Minnema, Alec; Mijnlieff, Willem Jan; Wünderlich, Nancy V.

    2015-01-01

    This is the authors’ accepted and refereed manuscript to the article Despite the growing literature on loyalty program (LP) research, many questions remain underexplored. Driven by advancements in information technology, marketing analytics, and consumer interface platforms (e.g., mobile devices), there have been many recent developments in LP practices around the world. They impose new challenges and create exciting opportunities for future LP research. The main objective of this paper is...

  20. Sustainable packaging : A study of consumers' loyalty and behavior

    OpenAIRE

    van Huynh, Fredrik; Gonzalez, Aaron; Yousef, Waseem

    2009-01-01

      The ecological consumer has been a significant and central character in the development of green marketing. In an effort to enhance brand equity and increase consumers’ loyalty, companies are relying on environmental claims. From advances in processes, to product design and packaging materials that diminish waste, companies are more and more emphasizing on sustainability. The findings of previous research aiming to link purchasing and environmental concerns to socio-demographic factors have...

  1. Membangun Customer Loyalty Nasabah Bank melalui Customer Satisfaction

    OpenAIRE

    Sumarto, Sumarto

    2007-01-01

    In the relation between bank and its customer, the bank should to capable to fulfill need and satisfy through services and create the value to the customer. So in the compete situation, to give customer satisfaction is main duty of bank in order that the customer loyal permanently. The customer satisfaction is primary cause for building customer loyalty. More and more loyal customer to the bank, that's indicate the service superiority of its bank. Base description above this research purpose...

  2. The Impact of Internal Marketing on Customer Satisfaction and Loyalty

    OpenAIRE

    Mohammad Reza Moghadam; Mahmood Nouraei; Abd-Al-Rasoul Torabi

    2016-01-01

    This research is trying to determine the impact of internal marketing on customer satisfaction and loyalty in Global Distribution of Bunny Chow of Qazvin Branch. The research type was applied research in terms of goal and descriptive-survey research in terms of nature. Sampling methods were census type for staffs and available non- probability for customers. It was used questionnaire to collect data. It was used Cronbach's Alpha to assess reliability of questionnaire. To test questions of...

  3. National car and customer loyalty: the Malaysian perspective

    OpenAIRE

    Md Isa, Mohd Azwardi

    2017-01-01

    The ASEAN Free Trade Agreement has facilitated the entrance of foreign cars into Malaysia’s passenger car market and consequently imported cars are posing a serious threat to domestic automotive companies. This can be seen by decreasing sales figures and the deteriorating market share for the Proton and Perodua (companies partly-owned by government). Driven by this situation, this study examines customer satisfaction and loyalty for the consumers who have purchased these cars. ...

  4. The Customer Loyalty of Patas Purwakarta Train Service Users

    OpenAIRE

    Riyaldi, Muhamad Sapta; Amrizal, Amrizal; Silalahi, Tiur Merry Bunga

    2016-01-01

    The aim of this research is to find out the influence of service quality, ticket price, and customer satisfaction to the customer loyalty. It is a quantitative research using the data analysis method of Path Analysis. The results indicate that both variables of Service Quality (X1) and Ticket Price (X2) have a significant direct influence to the variable of Customer Satisfaction (Y1), whereas the variable of customer satisfaction has a significant indirect influence to the variable of Custome...

  5. Army Combat Medic Resilience: The Process of Forging Loyalty.

    Science.gov (United States)

    Abraham, Preetha A; Russell, Dale W; Huffman, Sarah; Deuster, Patricia; Gibbons, Susanne W

    2018-03-01

    This study presents a grounded theory analysis of in-depth interviews of United States Army Combat Medics (CMs) who had served in Iraq and/or Afghanistan. The study explores how 17 CMs nominated by their peers as resilient cope with military stressors in order to identify the factors that enable them to thrive amidst harsh conditions. Four distinct categories of characteristics unique to this group emerged: (1) social bonding, (2) readiness, (3) dual loyalty as performance, and (4) leader by example. Forging loyalty underpins these characteristics and represents the main process used by resilient CMs and comprised three behavior patterns: (1) commitment to the family, (2) commitment to the military mission, and (3) commitment to their guiding religious and spiritual beliefs. Prominent behavioral tendencies of forging loyalty likely developed during childhood and re-enforced by families, friends, and other role models. Based on the findings, new training and education efforts should focus on developing positive emotional, environmental, and social resources to enhance the health and well-being of service members and their families.

  6. Stick with your group: young children's attitudes about group loyalty.

    Science.gov (United States)

    Misch, Antonia; Over, Harriet; Carpenter, Malinda

    2014-10-01

    For adults, loyalty to the group is highly valued, yet little is known about how children evaluate loyalty. We investigated children's attitudes about loyalty in a third-party context. In the first experiment, 4- and 5-year-olds watched a video of two groups competing. Two members of the losing group then spoke. The disloyal individual said she wanted to win and therefore would join the other group. The loyal individual said she also wanted to win but would stay with her group. Children were then asked five forced-choice questions about these two individuals' niceness, trustworthiness, morality, and deservingness of a reward. The 5-year-olds preferred the loyal person across all questions; results for the 4-year-olds were considerably weaker but in the same direction. The second experiment investigated the direction of the effect in 5-year-olds. In this experiment, children answered questions about either a loyal individual, a disloyal individual, or a neutral individual. Children rated both the loyal and neutral individuals more positively than the disloyal individual across a number of measures. Thus, whereas disloyal behavior is evaluated unfavorably by children, loyal behavior is the expected norm. These results suggest that, at least from 5 years of age, children understand that belonging to a group entails certain commitments. This marks an important step in their own ability to negotiate belonging and become trustworthy and reliable members of their social groups. Copyright © 2014 Elsevier Inc. All rights reserved.

  7. LINKING EXPERIENTIAL VALUE TO LOYALTY IN SMARTPHONE INDUSTRY

    Directory of Open Access Journals (Sweden)

    Nuri Wulandari

    2016-12-01

    Full Text Available The smartphone industry has grown tremendously in the past years across the world, especially in Asia. The competition between smartphone brand players has been intense and involving sophisticated marketing techniques. Despite of the widespread practice of experiential marketing to market smartphones, little research has been undertaken to investigate whether this practice generate experiential value in the perception of smartphone customers. If the value is evident, the question remains whether it leads to satisfaction and loyalty of smartphone brand. This study tries to investigate whether the practice of experiential marketing drives experiential value, and whether experiential value has a direct effect to loyalty or indirectly through satisfaction. The methodology involved a survey investigating 255 responses from smartphone device user in Indonesian market. The result provides useful findings for marketers as well as supporting the direct and indirect relationship between experiential value and loyalty. The suggestion highlight feel experience as one of the driver factors of experience. Limitation and future research suggestions are explained.

  8. The impact of corporate social responsibility on brand loyalty

    Directory of Open Access Journals (Sweden)

    Belinda Dapi

    2015-09-01

    Full Text Available This article describes corporate social responsibility (CSR as an organisational tool whose successful implementation can be used to gain brand loyalty. The benefits of CSR to society have been well documented to a great extent. However, there is very little information on the benefits of it to the actual corporations that practice it. This lack of knowledge is what motivated the study on which this article is based. The key objectives of the study for the article were to determine consumer attitudes towards specific CSR programs, determine the impact of CSR on brand image and brand loyalty and determine what kinds of CSR programs are considered to be adequate by consumers to qualify as socially responsible. A quantitative survey was done using customers of the South African mobile phone service provider Vodacom. A self administered questionnaire was used as the primary data collection instrument. The main findings of the study were that although most consumers were not aware of what CSR as a concept is, they felt that companies are obligated to be socially responsible. Most importantly however, it was determined that the knowledge of a firm’s CSR initiatives may lead to enhanced corporate image and brand loyalty. From the findings, this article recommends that corporations need to take a more proactive rather than a reactive approach to societal and environmental issues. It also recommends that companies need to be more transparent about their CSR initiatives to consumers which in turn leads to increased stakeholder engagement.

  9. The effects of online shopping on the customer loyalty

    Directory of Open Access Journals (Sweden)

    Hamideh Afrashteh

    2014-09-01

    Full Text Available This paper investigates the use of Online Shopping as one of electronic marketing techniques as well as the effect of applying this shopping method and marketing on customer loyalty in Iran. The variables are extracted according to the review of literature and studies conducted in the field of shopping through cyberspace. A questionnaire is designed by applying these variables and distributed among a sample of service providers and users after testing its reliability and validity. Performing the statistical tests on the results of investigation led to the identification of effective factors. In addition, another questionnaire is distributed according to the obtained components in order to achieve a structural model for the impact of components on the customer loyalty. The structural equation modeling (SEM is designed to learn the impact of obtained components on customer loyalty as a basis influencing on the survival of business space using SEM method. The study identified different components affected by utilization of online shopping websites including comprehensive information system, system development, choice power, viability and system optimization.

  10. A model of customer loyalty in the retail banking market

    Directory of Open Access Journals (Sweden)

    Hadi Hajiyan

    2016-04-01

    Full Text Available During the past two decades, there has been growing trend in Iranian banking industry due to change in banking regulations. Private sector has grown rapidly and there have been several new banks on the market, which has created very competitive market. Therefore, customer loyalty is the key factor for running a successful banking business and customer relationship management (CRM appears to be important for the success in this industry. The primary objective of this paper is to investigate the relationship between CRM and customer loyalty in one of the oldest Iranian banks named Bank Melli Iran. The proposed study prepares a questionnaire in Likert scale and distributes it among some regular customers of this bank. The preliminary results of this survey have indicated that consumer’s gender, age and educational background had no meaningful impact on quality of services. In other words, people with different personal characteristics expect the same quality of services from banking industry and there is a positive and meaningful relationship between quality of services and customer loyalty.

  11. 'Felson Signs' revisited

    International Nuclear Information System (INIS)

    George, Phiji P.; Irodi, Aparna; Keshava, Shyamkumar N.; Lamont, Anthony C.

    2014-01-01

    In this article we revisit, with the help of images, those classic signs in chest radiography described by Dr Benjamin Felson himself, or other illustrious radiologists of his time, cited and discussed in 'Chest Roentgenology'. We briefly describe the causes of the signs, their utility and the differential diagnosis to be considered when each sign is seen. Wherever possible, we use CT images to illustrate the basis of some of these classic radiographic signs.

  12. How Is Frustration Related to Online Gamer Loyalty? A Synthesis of Multiple Theories.

    Science.gov (United States)

    Huang, Han-Chung; Liao, Gen-Yih; Chiu, Kay-Ling; Teng, Ching-I

    2017-11-01

    Online games can frustrate their gamers, but little was known about how such frustration impacts gamer loyalty. Because novice and experienced gamers may respond differently to frustration, this study investigates how gamers' frustration influences their loyalty and how this influence may differ between novice and experienced gamers. Because of the complexity of this issue, multiple theories were synthesized to develop the theoretical model. This study collected responses from 558 online gamers. Findings indicate that frustration is positively related to novice gamers' participation in task teams, and subsequently their loyalty. However, frustration is negatively related to the self-efficacy of experienced gamers and to their loyalty.

  13. The influence of customer loyalty on small island economies: an empirical and exploratory study

    OpenAIRE

    Ozuem, Wilson; Thomas, Tara; Lancaster, Geoff

    2016-01-01

    There is growing consensus that companies’ long-term success is reliant on building\\ud and sustaining strong customer relationships. This study explores the antecedents of\\ud loyalty in business to business (B2Bs) using Guernsey’s telecommunication industry as\\ud a case study. It examines how these influence customer loyalty orientation and factors\\ud that help service providers improve loyalty rates. Extant literature pays little attention\\ud to the antecedents of loyalty in small island eco...

  14. A RELIABILITY TEST USED FOR THE DEVELOPMENT OF A LOYALTY SCALE

    Directory of Open Access Journals (Sweden)

    Florin-Alexandru LUCA

    2017-06-01

    Full Text Available The development of a loyalty model involves the construction of a proper research instrument. For the loyalty model of the clients for financial services, the pre-testing of the research questionnaire represents a significant stage. This article presents the methodology used in this stage for testing the reliability of a loyalty scale. Firstly, this implies choosing the appropriate scales for each variable included in the suggested research model. Secondly, the internal consistency for each of these scales is measured as an indicator of their reliability. The reliability analysis described represents an essential stage in building a measurement instrument for a loyalty model.

  15. Signed languages and globalization

    NARCIS (Netherlands)

    Hiddinga, A.; Crasborn, O.

    2011-01-01

    Deaf people who form part of a Deaf community communicate using a shared sign language. When meeting people from another language community, they can fall back on a flexible and highly context-dependent form of communication called international sign, in which shared elements from their own sign

  16. British Sign Name Customs

    Science.gov (United States)

    Day, Linda; Sutton-Spence, Rachel

    2010-01-01

    Research presented here describes the sign names and the customs of name allocation within the British Deaf community. While some aspects of British Sign Language sign names and British Deaf naming customs differ from those in most Western societies, there are many similarities. There are also similarities with other societies outside the more…

  17. Consumer Loyalty and Loyalty Programs: a topographic examination of the scientific literature using bibliometrics, spatial statistics and network analyses

    Directory of Open Access Journals (Sweden)

    Viviane Moura Rocha

    2015-04-01

    Full Text Available This paper presents a topographic analysis of the fields of consumer loyalty and loyalty programs, vastly studied in the last decades and still relevant in the marketing literature. After the identification of 250 scientific papers that were published in the last ten years in indexed journals, a subset of 76 were chosen and their 3223 references were extracted. The journals in which these papers were published, their key words, abstracts, authors, institutions of origin and citation patterns were identified and analyzed using bibliometrics, spatial statistics techniques and network analyses. The results allow the identification of the central components of the field, as well as its main authors, journals, institutions and countries that intermediate the diffusion of knowledge, which contributes to the understanding of the constitution of the field by researchers and students.

  18. On the System of Person-Denoting Signs in Estonian Sign Language: Estonian Name Signs

    Science.gov (United States)

    Paales, Liina

    2010-01-01

    This article discusses Estonian personal name signs. According to study there are four personal name sign categories in Estonian Sign Language: (1) arbitrary name signs; (2) descriptive name signs; (3) initialized-descriptive name signs; (4) loan/borrowed name signs. Mostly there are represented descriptive and borrowed personal name signs among…

  19. Are Tesco customers exhibiting a more social type of loyalty towards Tesco and Tesco Clubcard? A critical analysis of the nature and type of Tesco customer loyalty to Tesco in Dundee.

    OpenAIRE

    Turner, Jason James

    2012-01-01

    The aims of the thesis are two-fold. The first aim is to evaluate the antecedents which influence loyalty to Tesco and Tesco Clubcard, contending that customer loyalty is influenced by factors of both a social and marketing nature. The second aim is to assess the nature and type of loyalty exhibited by Tesco customers towards Tesco and Tesco Clubcard. These two aims derive from the research question ‘What are the antecedents of loyalty exhibited by Tesco customers towards Tesco...

  20. CUSTOMER LOYALTY IN THE SMALL MEDIUM SIZED RETAIL JEWELLERY FIRMS WHAT EXTENT DOES LOYALTY SCHEMES HAVE AN IMPACT ON REPEAT PATRONAGE? WHAT OTHER FACTORS CAUSE REPEAT PATRONAGE?: A DYADIC EXPLORATION

    OpenAIRE

    DALAL, AVANI

    2006-01-01

    ABSTRACT This study looks at the post-purchase evaluation stage of consumers and what causes loyalty. The industry under investigation is Small Medium Sized Jewellery Retailers. The purpose of this study is to develop a deeper understanding of how customer loyalty is developed. To reach this aim the study focuses on the impact of loyalty schemes on repeat patronage. This paper aims to contribute to the existing literature on repeat patronage and factors that lead to customer loyalty. A wi...

  1. Efektivitas Loyalty Program dalam Customer Relationship Management terhadap Kepuasan dan Loyalitas Pelanggan (Studi Kegiatan Divisi Retensi dalam Pelaksanaan Loyalty Program “Im3@School Community†pada PT Indosat Tbk. Kantor Cabang Malang)

    OpenAIRE

    Hesti Kartika Sari

    2013-01-01

    Abstract: The objective of this research is to analyze the influence of Loyalty Program in Customer Relationship Management (CRM) toward satisfaction and loyalty of PT Indosat Tbk. Malang Branch costumers. Loyalty Program is one of the customer retention’s strategies from PT Indosat Tbk. that belongs to development and application process of Customer Relationship Management (CRM). Dealing with that, a corporate could design a Loyalty Program that appropriate with their customers. This progr...

  2. Efektivitas Loyalty Program Dalam Customer Relationship Management Terhadap Kepuasan Dan Loyalitas Pelanggan (Studi Kegiatan Divisi Retensi Dalam Pelaksanaan Loyalty Program “Im3@School Community” Pada PT Indosat Tbk. Kantor Cabang Malang)

    OpenAIRE

    Sari, Hesti Kartika

    2009-01-01

    The objective of this research is to analyze the influence of Loyalty Program in Customer Relationship Management (CRM) toward satisfaction and loyalty of PT Indosat Tbk. Malang Branch costumers. Loyalty Program is one of the customer retention’s strategies from PT Indosat Tbk. that belongs to development and application process of Customer Relationship Management (CRM). Dealing with that, a corporate could design a Loyalty Program that appropriate with their customers. This program will be...

  3. Survey the Role of Brand in Formation of Customer Loyalty in Financial Services Marketing by the Approach of Small Firms

    OpenAIRE

    Gholamreza Jandaghi; Alireza Amini; Parvaneh Pirani; Zahra Amini; Hasan Kharazi

    2011-01-01

    One of elements which have received considerable attention in relationship marketing is customer loyalty. Brand is one of construct contributes to the formation of customer loyalty. Thus this study investigates the relationship between customer loyalty and brand. In this regards, using conceptual model, relationship between satisfaction, value, resistance to change, affect, trust and brand equity with customer loyalty has been hypothesized. Data was collected from 193 firms in 22 regions of t...

  4. A COMPARATIVE STUDY OF THE RELATIONSHIP BETWEEN BRAND LOYALTY AND MARKET SHARE AMONG DURABLE AND NON-DURABLE PRODUCTS

    OpenAIRE

    Ovidiu I. MOISESCU; Andrej BERTONCELJ

    2010-01-01

    Marketing specialists widely accept that brand loyalty, as core component of brand equity, can leverage several positive effects on brand commercial performance and on other dimensions of brand equity, loyalty being both an input and an output from this perspective. Starting from the supposition that higher brand loyalty can generate higher market share, the paper investigates the relationship between the two, considering repurchase and recommend intentions as main measurements of loyalty. An...

  5. RELATIONSHIP COMMITMENT, RELATIONAL EQUITY AND COMPANY IMAGE IN CUSTOMER LOYALTY DEVELOPMENT

    OpenAIRE

    DLAČIĆ, JASMINA; ŽABKAR, VESNA

    2012-01-01

    This paper explores the relationship between customer loyalty and its seldom researched antecedents: relationship commitment, relational equity and company image. The proposed conceptual model is tested with data gained from customers of mobile telephone operators. The results show that relationship commitment and relational equity have a statistically significant positive influence on customer loyalty. In addition, the results of hierarchical multiple regr...

  6. Do vendors benefit from promotions in a multi-vendor loyalty program?

    NARCIS (Netherlands)

    Dorotic, Matilda; Fok, Dennis; Verhoef, Peter C.; Bijmolt, Tammo H. A.

    The growing trend of networking in recent years has led to an increase in number of loyalty program partnerships, most notably multi-vendor loyalty programs (MVLP). In an MVLP (as in other types of LPs), cardholders frequently receive promotional mailings intended to increase sales at the

  7. Feelings of Loyalty among Members of Learning-in-Retirement Programs.

    Science.gov (United States)

    Martin, Deidre M.; Lyday, Jack

    1997-01-01

    Most of the nine older adults in learning-in-retirement institutes at universities developed strong feelings of loyalty to their school. Loyalty derived from their perception of the value received from participating. Various actions higher education institutions can take to serve older adults were identified. (SK)

  8. Student Loyalty toward Master's Degree Business Administration Curriculum at Srinakharinwirot University

    Science.gov (United States)

    Gulid, Nak

    2011-01-01

    This research aims to study mixed factors of service marketing affecting student loyalty toward the business administration curriculum at the master's degree level at Srinakharinwirot University. It also examines the relationship between student satisfaction and loyalty in the MBA program. The results show that service marketing mixed factors have…

  9. Loyalty program: current content, types and methods of realization at B2C market

    Directory of Open Access Journals (Sweden)

    Nehaenko Ekaterina

    2015-11-01

    Full Text Available The article is devoted to researching the content of the key concepts for partnership relations marketing – customer loyalty. It presents the results of scientific-theoretical substantiation of the typical structure and methods of implementation of loyalty programs in retail.

  10. The Effect of Service Quality on Patient loyalty: a Study of Private Hospitals in Tehran, Iran.

    Science.gov (United States)

    Arab, M; Tabatabaei, Sm Ghazi; Rashidian, A; Forushani, A Rahimi; Zarei, E

    2012-01-01

    Service quality is perceived as an important factor for developing patient's loyalty. The aim of this study was to determine the hospital service quality from the patients' viewpoints and the relative importance of quality dimensions in predicting the patient's loyalty. A cross-sectional study was conducted in 2010. The study sample was composed of 943 patients selected from eight private general hospitals in Tehran. The survey instrument was a questionnaire included 24 items about the service quality and 3 items about the patient's loyalty. Exploratory factor analysis was employed to extracting the dimensions of service quality. Also, regression analysis was performed to determining the relative importance of the service quality dimensions in predicting the patient's loyalty. The mean score of service quality and patient's loyalty was 3.99 and 4.16 out of 5, respectively. About 29% of the loyalty variance was explained by the service quality dimensions. Four quality dimensions (Costing, Process Quality, Interaction Quality and Environment Quality) were found to be key determinants of the patient's loyalty in the private hospitals of Tehran. The patients' experience in relation to the private hospitals' services has strong impact on the outcome variables like willingness to return to the same hospital and reuse its services or recommend them to others. The relationship between the service quality and patient's loyalty proves the strategic importance of improving the service quality for dragging and retaining patients and expanding the market share.

  11. Professional and Institutional Morality: Building Ethics Programmes on the Dual Loyalty of Academic Professionals

    Science.gov (United States)

    Nijhof, Andre; Wilderom, Celeste; Oost, Marlies

    2012-01-01

    Most professionals have the arduous task of managing their own dual loyalty: in one contextual relationship, they are members of a profession while simultaneously they are employed as members of a locally established organisation. This sense of a dual loyalty has to be taken into account when professional bureaucracies develop ethics programmes.…

  12. Loyalty, Trust, Satisfaction and Participation in Universitas Terbuka Ambiance: Students' Perception

    Science.gov (United States)

    Herman

    2017-01-01

    Factors affecting the loyalty of students in Universitas Terbuka are investigated in this paper. The aim was to elucidate how all the variables such as trust, satisfaction and participation interrelate with one another. Loyalty was the dependent variable; trust, satisfaction and participation were the independent variables. Data were accumulated…

  13. On the Peculiarities of Loyalty: A Diary Study of Responses to Dissatisfaction in Everyday Life.

    Science.gov (United States)

    Drigotas, Stephen M.; And Others

    1995-01-01

    Advances several explanations of why loyalty may not bring expected benefits; tests these explanations by examining responses to dissatisfaction in the everyday lives of partners in ongoing dating relationships. A diary study of dating partners revealed that partners disagreed on the occurrence of loyalty. Other findings are discussed. (RJM)

  14. A Brand Loyalty Model Utilizing Team Identification and Customer Satisfaction in the Licensed Sports Product Industry

    Science.gov (United States)

    Lee, Soonhwan; Shin, Hongbum; Park, Jung-Jun; Kwon, Oh-Ryun

    2010-01-01

    The purpose of this study was to investigate the relationship among the attitudinal brand loyalty variables (i.e., cognitive, affective, and conative components), team identification, and customer satisfaction by developing a structural equation model, based on Oliver's (1997) attitudinal brand loyalty model. The results of this study confirmed…

  15. Analisa Pengaruh Relationship Marketing Dan Switching Cost Terhadap Customer Loyalty Di Hotel “X” Surabaya

    OpenAIRE

    Yosswanta, Tigrent; Susanto, Michael Triadi; Ervanto, Edwin

    2015-01-01

    Tujuan penelitian ini adalah untuk mengetahui sejauh mana pengaruh Relationship Marketing dan Switching Cost terhadap Customer Loyalty di Hotel “X” Surabaya. Jenis penelitian yang digunakan adalah kuantitatif kausal yang bertujuan menguji hubungan sebab akibat. Sedangkan teknik pengumpulan data yang digunakan adalah kuesioner. Berdasarkan hasil penelitian yang diperoleh menunjukkan Relationship Marketing berpengaruh positif dan signifikan terhadap Customer Loyalty. Sedangkan, Switching Cost b...

  16. The Antecedents of Customer Loyalty: An Empirical Investigation in Life Insurance Context

    Directory of Open Access Journals (Sweden)

    Srivastava Medha

    2013-06-01

    Full Text Available The present paper seeks to offer the most decipherable and widely applicable antecedents of customer loyalty. It explores the extant literature on customer loyalty and brings out seven variableswhich are responsible for formation of customer loyalty. Further, the relative importance of these variables has been ascertained through Multiple Regression Analysis which revealed that service quality and commitment are the strongest predictors of customer loyalty in theIndian life insurance industry. The paper also attempts to assess the loyalty status of life insurance customers in India and draw a comparison between public and private sector life insurancecompanies in order to provide significant insights to the life insurance companies that may assist them in devising better loyalty practices. The findings suggest that Indian customers do care about the public sector status of a financial service provider as it entails a sense of security and stability and thus creates a difference between customer loyalty of public sector life insurerand that of private sector life insurer. The paper holds significant implications for academicians interested in dynamics of customer loyalty as well as the marketers of life insurance services whoare concerned with customer relationships.

  17. TYPES OF CONSUMER LOYALTY IN THE UKRAINIAN HIGH TECHNOLOGY PRODUCTS MARKET

    Directory of Open Access Journals (Sweden)

    V. Zhurylo

    2017-01-01

    Full Text Available The study addresses the problem of the formation of customer loyalty in the market of high-tech products. It examines existing approaches to defining the determinants that influence the formation of loyalty in the consumer market. On the basis of generalization of existing approaches it is proposed to divide the determinants of such groups: behavioral, perceptual, marketing and individual determinants of customers loyalty. Marketing research was conducted to identify the features of the market behavior of Ukrainian consumers of high-tech products. As the result, the main tends of consumers behavior, external and individual factors of actualization and influence on the consumers motivation were determined. Ukrainian consumers' loyalty was sorted depending on the reasons to buying high-tech products and consumer involvement in this process. Each type of market behavior of consumers corresponds to a certain type of consumer loyalty. Cognitive, agreement, demonstrative loyalty are formed in the case of high consumer involvement in the buying process. Active, perceptual loyalty and loyalty of convenience are observed in the case of low involvement.

  18. Professional and institutional morality : Building ethics programmes on the dual loyalty of academic professionals

    NARCIS (Netherlands)

    Nijhof, A.H.J.; Wilderom, C.P.M.; Oost, M.

    2012-01-01

    Most professionals have the arduous task of managing their own dual loyalty: in one contextual relationship, they are members of a profession while simultaneously they are employed as members of a locally established organisation. This sense of a dual loyalty has to be taken into account when

  19. Do vendors benefit from promotions in a multi-vendor loyalty program?

    NARCIS (Netherlands)

    M. Dorotic (Matilda); D. Fok (Dennis); P.C. Verhoef (Peter); T.H.A. Bijmolt (Tammo)

    2011-01-01

    textabstractThe growing trend of networking in recent years has led to an increase in number of loyalty program partnerships, most notably multi-vendor loyalty programs (MVLP). In an MVLP (as in other types of LPs), cardholders frequently receive promotional mailings intended to increase sales at

  20. Do vendors benefit from promotions in a multi-vendor loyalty program?

    NARCIS (Netherlands)

    Dorotic, Matilda; Fok, Dennis; Verhoef, Peter C.; Bijmolt, Tammo H. A.

    2011-01-01

    The growing trend of networking in recent years has led to an increase in number of loyalty program partnerships, most notably multi-vendor loyalty programs (MVLP). In an MVLP (as in other types of LPs), cardholders frequently receive promotional mailings intended to increase sales at the

  1. Getting something for nothing? : a user-centric perspective on loyalty card schemes

    NARCIS (Netherlands)

    Hupfeld, Annika; Speed, Chris

    2017-01-01

    Loyalty cards are a form of tracking and recording technology (TRT) that enables retailers to collect data about their customers' demographic and purchase behaviours. As recompense for sharing their data consumers receive 'loyalty points' which they can redeem for exclusive discounts and rewards.

  2. Teacher Loyalty of Elementary Schools in Taiwan: The Contribution of Gratitude and Relationship Quality

    Science.gov (United States)

    Ting, Shueh-Chin; Yeh, Liang-Yin

    2014-01-01

    Gratitude was an important missing factor in the extant relationship quality and relationship loyalty model. We introduced gratitude into the model of relationship quality and relationship loyalty. Two hundred and eighteen teachers from elementary schools in Taiwan were used to conduct an empirical research. The results show that teachers'…

  3. Psychological commitment as a mediator of the relationship between involvement and loyalty

    Science.gov (United States)

    Joohyun Lee; Alan Graefe

    2002-01-01

    This study tested the ill-understood issues of involvement and loyalty relations. Even though many studies have indicated that loyalty is a function of involvement, only minimal agreement has been reached on the extent to which the constructs of involvement would predict repeat participation. A structural model is developed that relates members' involvement and...

  4. The psychology behind commitment and loyalty: an empirical study in a bank setting

    NARCIS (Netherlands)

    Bloemer, J.M.M.; Odekerken-Schröder, G.J.; Martens, H.

    2002-01-01

    Despite the extant literature on customer loyalty, it is recognized that the psychological processes behind commitment and customer loyalty are still ill understood. Therefore, the primary objective of this study is to assess the impact of three psychological antecedents (position involvement,

  5. Marketing Tactics and Parents' Loyalty: The Mediating Role of School Image

    Science.gov (United States)

    Li, Chung-Kai; Hung, Chia-Hung

    2009-01-01

    Purpose: This paper aims to investigate how marketing tactics can enhance parents' loyalty in the educational context. Building on extant research, it proposes an integrated framework in which perceived marketing tactics are related to school image, which in turn is related to parents' loyalty. Design/methodology/approach: Five marketing tactics…

  6. Investigating brand romance, brand attitude and brand loyalty in the cellphone industry

    Directory of Open Access Journals (Sweden)

    Liezl-Marié Kruger

    2013-09-01

    Research purpose: This study investigated the brand romance, -attitude and -loyalty of customers toward their cellphone brands in the North West Province, South Africa. Motivation for the study: One way in which brand loyalty in the cellphone industry can be achieved is to influence attitudes and, ultimately, create brand loyalty by promoting brand romance between the customer and the brand. Research design, approach and method: Being quantitative in nature, the study followed a descriptive research design to collect 371 responses through self-administered questionnaires. Main findings: The results indicated that most respondents were contract customers who only use a brand of cellphone for between one and three years. Brand romance toward cellphone brands was positive although room for improvement exists. Brand attitude toward current cellphone brands was also positive, but brand loyalty was fairly low, indicating that marketers need to improve brand loyalty toward their cellphone brand. There were, furthermore, significant and positive relationships between brand romance, brand attitude and brand loyalty toward cellphone brands. Practical/managerial implications: Brand romance can be considered to be a viable way of improving attitude toward a cellphone brand, ultimately leading to brand loyalty. Contribution/value-add: Brand romance in brand relationships has significant and positive relationships with brand attitude and brand loyalty in the cellphone industry of South Africa.

  7. The relationship among image, satisfaction and loyalty – innovative factor of competitiveness for shopping centers

    Directory of Open Access Journals (Sweden)

    Ioana-Nicoleta Abrudan

    2015-05-01

    Full Text Available Currently, most markets are characterized by high competition among shopping centers. Under these circumstances, the evolution in the competitiveness and performance of the centers is increasingly linked to the success in the innovation of current activities, which is aimed at improving their image and increasing customer satisfaction and loyalty. The purpose of the present research is to study the influence of innovation activities through the image components on behavioural loyalty, mediated by satisfaction (affective loyalty and conative loyalty. The authors aim to investigate, using a questionnaire survey among the customers of Cluj-Napoca shopping centers, the relationship among the components of image and satisfaction and the various types of loyalty. The conclusions of the structural equations modelling reveal that most components of the image (assortment, price, loyalty policy, décor, service and communication directly and positively influence satisfaction, and that satisfaction and conative loyalty mediate the relationship between image and behavioural loyalty. The results reveal important managerial implications from the point of view of innovative actions of shopping centers, which can contribute to attracting and keeping customers, these contributing not only to creating loyal patrons, but also to increasing their competitiveness and to achieving better positioning.

  8. Pengaruh Brand Image dan Brand Trust terhadap Brand Loyalty pada PT Bank Sinarmas

    Directory of Open Access Journals (Sweden)

    Sem Christina Hawila Sibagariang

    2010-09-01

    Full Text Available Competition in the banking sector in Indonesia is getting more and more fierceevery day. PT Bank Sinarmas is a rapidly growing bank that continues to increase for the last 3 years. PT Bank Sinarmas committed to maintain this position. Therefore, they need to provide excellent service and deliver good quality savings products to build customer loyalty. The purpose of this study was to determine whether brand image (X1 and brand trust (X2 are partially influencing brand loyalty (Y, and to determine whether both brand image (X1 and brand trust (X2 are simultaneously influencing brand loyalty (Y. The analysis method used is multiple regression analysis using SPSS. Data is obtained through direct survey by distributing questionnaires to 100 clients of the bank at the main branch. The results indicates that the company's brand image significantly influences brand loyalty with R2 = 15.4% with regression equation Y = 1.962 +0.336 X1. Brand trust significantly influences brand loyalty with R2 = 17%, with regression equation Y = 1.838 +0.382 X2. While simultaneously, brand image and brand trust significantly influence brand loyalty, with R2 = 26.4% which form the regression equation Y = 1.281 +0.269 X1 + .315 X2. Thus, PT Bank Sinarmas needs to increase its brand image since a good image might become the company's competitive edge in creating loyalty, and subsequently loyalty will increase profitability.

  9. The effects of customer equity drivers on loyalty across services industries and firms

    NARCIS (Netherlands)

    Ou, Yi-Chun; Verhoef, Peter C.; Wiesel, Thorsten

    Customer equity drivers (CEDs)-value equity, brand equity, and relationship equity-positively affect loyalty intentions, but this effect varies across industries and firms. We empirically examine potential industry and firm characteristics that explain why the CEDs-loyalty link varies across

  10. 42 CFR 61.15 - Moral character or loyalty; reference to Special Review Committee; review and recommendation.

    Science.gov (United States)

    2010-10-01

    ... 42 Public Health 1 2010-10-01 2010-10-01 false Moral character or loyalty; reference to Special... § 61.15 Moral character or loyalty; reference to Special Review Committee; review and recommendation. (a) Moral character or loyalty; reference to Special Review Committee. Whenever the Surgeon General...

  11. 42 CFR 61.16 - Termination of or refusal to continue award on grounds relating to moral character or loyalty...

    Science.gov (United States)

    2010-10-01

    ... grounds relating to moral character or loyalty; hearing. 61.16 Section 61.16 Public Health PUBLIC HEALTH... loyalty; hearing. If, after review of the recommendation of the Special Review Committee, the Surgeon... character or loyalty. Any such request for a hearing shall be promptly submitted by the Surgeon General to...

  12. New radiation warning sign

    International Nuclear Information System (INIS)

    Mac Kenzie, C.; Mason, C.

    2006-01-01

    Full text: Radiation accidents involving orphan radioactive sources have happened as a result of people not recognizing the radiation trefoil symbol or from being illiterate and not understanding a warning statement on the radiation source. The trefoil symbol has no inherent meaning to people that have not been instructed in its use. A new radiation warning sign, to supplement the existing trefoil symbol, has been developed to address these issues. Human Factors experts, United Nations member states, and members of the international community of radiation protection professionals were consulted for input on the design of a new radiation warning sign that would clearly convey the message of 'Danger- Run Away- Stay Away' when in close proximity to a dangerous source of radiation. Cultural differences of perception on various warning symbols were taken into consideration and arrays of possible signs were developed. The signs were initially tested in international children for identification with the desired message and response. Based on these test results and further input from radiation protection professionals, five warning signs were identified as the most successful in conveying the desired message and response. These five signs were tested internationally in eleven countries by a professional survey company to determine the best sign for this purpose. The conclusion of the international testing is presented. The new radiation warning sign is currently a draft ISO standard under committee review. The design of the propose d radiation warning sign and the proposed implementation strategy outlined in the draft ISO standard is presented. (authors)

  13. An Analysis of Corporate Social Responsibility (CSR on Stakeholders Loyalty: Perceptions of Malaysian Organizations

    Directory of Open Access Journals (Sweden)

    Salmi Mohd Isa, PhD (Hull, UK

    2013-07-01

    Full Text Available The purpose of this paper is to explore the relationship between Corporate Social Responsibility (CSR and stakeholder loyalty to the Malaysian organisations. Stakeholder satisfaction was used to measure the mediating effects between CSR and stakeholder loyalty. A developed CSR items were used to measure the CSR of an organisation The research was conducted using online survey to reach 377 organisations that have CSR’s initiatives. Results showed that Malaysian stakeholders were loyal with organisations that have CSR. Stakeholder satisfaction also found to fully mediate the relationship between CSR and stakeholder loyalty. Furthermore, a constructive CSR dimension(s would be better to measure the stakeholders’ relationship. Importantly, the study shows the importance of CSR towards stakeholder loyalty. Once the needs are more clearly identified and understood, organisation will be in a better position to also anticipate stakeholders’ satisfaction in order to gain loyalty from the stakeholders.

  14. CUSTOMER LOYALTY - THE GUARANTEED SUCCESS OF AN ORGANIZATION ON THE MARKET

    Directory of Open Access Journals (Sweden)

    Carmen-Maria, IORDACHE

    2013-10-01

    Full Text Available Managing customer value by offering qualitative services is considered a critical component of the marketing strategies. Customer value ensures the loyalty buiding. Orientation towards the customer, keeping in contact with customers, and a commitment to live up to customer expectations are the new rules of strategic management of customer relationships. Consumers have become more willing than ever to pick the sides of those organizations perceived as offering quality. The satisfaction and loyalty of customers, ensured by high quality products and services that offer value for money, are essential for long-term survival, let alone the longterm success. This article aims to address the importance of relationship marketing in ensuring the loyalty of clients, the types of loyalty, the need for an organized database of customers as well as means to ensure customer loyalty.

  15. THE EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT ON CUSTOMER LOYALTY AN EMPIRICAL STUDY AT BANKING

    Directory of Open Access Journals (Sweden)

    Fikret GÜMÜŞBUĞA

    2015-07-01

    Full Text Available This study mainly focuses on customer care management and customer loyalty. Even though there are many experiential studies about customer care management and customer loyalty system, the lack of studies on customers in Karabük and Safranbolu locally, has leaded to focus on this study. Thus, this study mainly focuses on the influence of customer care treatments of banks in Karabük and Safranbolu on customer loyalty. Descriptive research type was used in the study. In this study simple random sampling method was used which is one of the probability sampling method, face to face surwey to all 726 participants was used for the study. As the result of the experiential study, the attendance and influence of customer care management and loyalty systems have been comparatively low, but it has been figured out that customer care management system influences customer loyalty level.

  16. Affect or cognition: which is more influencing older adult consumers' loyalty?

    Science.gov (United States)

    Kaur, Deepraj; Mustika, Martina Dwi; Sjabadhyni, Bertina

    2018-04-01

    In studies on consumer behavior science, it is argued that brand affect, consumer satisfaction, and disconfirmation influence brand loyalty. This study aims to investigate whether the interaction of brand affect and cognition predicts brand loyalty in older adult consumers if consumer satisfaction is considered. A group of 344 older adult consumers participated and a mediated moderation analysis of the data was used to test our hypotheses. The results showed that consumer satisfaction increased the relationship between brand affect and brand loyalty in older adult consumers. However, disconfirmation did not influence that relationship. It can be concluded that the loyalty of older adult consumers toward a brand was more likely to be influenced by their affection than their cognition. Therefore, marketers should design products that better satisfy this population group and create loyalty to the product through enhancing affect connections.

  17. An Examination of Perceived Quality, Satisfaction, and Loyalty Relationship: Applicability of Comparative and Noncomparative Evaluation

    Directory of Open Access Journals (Sweden)

    Licen Indahwati Darsono

    2006-09-01

    Full Text Available This paper evaluates alternative measurement approaches to investigating the relationship amongst perceived quality, customer satisfaction, and loyalty. The authors define and measure the constructs within a relative attitudinal framework and compare these results to a noncomparative or individual evaluation of brands. In addition, loyalty is measured by and defined as a behavioral and attitudinal loyalty. The object of this research is teh botol whilst the subjects are undergraduate students in Surabaya and Yogyakarta. The proposed model, with satisfaction as a mediator between quality and loyalty, is found to be an acceptable representation of data across three brands of teh botol and for both comparative and noncomparative evaluation. The use of relative attitude, however, indicates a much stronger relationship amongst perceived quality, satisfaction, and loyalty than the attitude towards a brand when they are performed in individual evaluation. With respect to predictive ability, this study’s findings suggest that comparative evaluation has higher degree of applicability than does noncomparative evaluation.

  18. Loyalty Programs in E-commerce and their Perception by the Young Adult Internet Population

    Directory of Open Access Journals (Sweden)

    Radek Tahal

    2014-06-01

    Full Text Available One of the topical themes of today´s marketing is customer loyalty. There are many tools that can be used to attract a customer and make him loyal. Most frequently applied are special loyalty programs. Some of them are well designed; others are often difficult to understand and they do not bring positive effect. This paper concentrates on e-shop loyalty programs with regard to the young generation of customers. Based on primary data, the goals of e-shops’ loyalty programs are compared to the loyalty benefits preferred by customers. Whereas e-shop providers often remunerate their customers on the scheme of cumulative purchase history, customers appreciate an instant reward, regardless of whether it’s small or not.

  19. Quality assurance labels as drivers of loyalty in the case of traditional food products

    DEFF Research Database (Denmark)

    Chrysochou, Polymeros; Krystallis Krontalis, Athanasios; Giraud, Georges

    2012-01-01

    This paper examines the role of quality assurance labels as drivers of customer loyalty in the case of traditional food products. More specifically, it investigates whether quality assurance labels, such as the Designation of Origin Labels (DOLs), perform as better drivers of loyalty in comparison...... to other brand-related attributes, such as price and brand type, and if brands carrying a DOL exhibit higher loyalty levels in comparison to brands that do not carry any DOL label. Scanner data were collected from a panel of 789 French customers recording purchases over a year within a traditional food...... product category. The olarisation index (phi) was used as a measure of loyalty. The findings show that in comparison with other extrinsic product attributes, DOLs constitute less important drivers of loyalty. However, brands carrying a DOL in comparison to brands that do not carry any DOL label exhibit...

  20. The Impact of Brand Awareness and Customer Experience on the Brand Loyalty of MI

    Directory of Open Access Journals (Sweden)

    Zhao Yang

    2017-01-01

    Full Text Available This study discusses the impact of brand awareness and customer experience on brand loyalty of MI. This study randomly selected the people who have purchased the MI’s product to complete the questionnaire. The variables of this questionnaire included population statistics variables, the brand awareness of consumers, the experience of consumers when purchasing, and the customer’s loyalty of its brand. By using the SPSS to analyze the date from reliability analysis, validity analysis, correlation analysis and descriptive statistical analysis of each variable. As the results shown, brand awareness can positively predict brand loyalty. Service experience and emotional experience can positively affect brand loyalty. There existed significantly positive correlation among brand awareness, service eexperience, emotional eexperience and brand loyalty. Finally, summarizing the empirical results, and bringing up some limitation and expanding direction of this research.

  1. Loyalty programs as a part of company’s marketing strategy

    Directory of Open Access Journals (Sweden)

    Klára Mrkosová

    2011-01-01

    Full Text Available This paper aims to characterize the current status of using customer loyalty programs in the Czech Republic. Customer loyalty programs are evaluated as a part of marketing communication, where especially customer cards have a specific role in communication mix of selected companies. Furthermore, customer loyalty programs are evaluated from the perspective of internal marketing system company, as an invaluable source of data about customers. Obtained data are used for decisions on segmentation, targeting and overall marketing strategy. Customer loyalty programs in the Czech Republic are also examined from the perspective of consumers – factors that influence consumer involvement in these programs are evaluated. The paper also shows the results of desk research about personal information provided by consumers to engage in customer loyalty programs.

  2. THE EFFECTS OF SERVICE QUALITY, CUSTOMER SATISFACTION, TRUST, AND PERCEIVED VALUE TOWARDS CUSTOMER LOYALTY

    Directory of Open Access Journals (Sweden)

    Tanisah Tanisah

    2015-03-01

    Full Text Available This purpose of the research is to examine the effects of service quality, customer satisfaction, trust, and perceived value towards customer loyalty in KJKS BMT Bondho Tumoto Semarang. The sample was taken by using incidental sampling techniques and it had 98 customers. The data was analyzed by multiple linier regressions. Test results in partial show that service quality, trust and perceived value gave positive and significant effect towards customers’ loyalty. In contrast, customer satisfaction did not have significant effect towards customers’ loyalty. Then, simultaneous testing show that service quality, customer satisfaction, trust and perceived value gave significant effects towards customers’ loyalty. This study found that from those variables, trust variable gave the biggest effect towards customers’ loyalty.

  3. The impact of social identity of brand on brand loyalty development

    Directory of Open Access Journals (Sweden)

    Alireza Bakhshizadeh

    2012-08-01

    Full Text Available During the past few years, there have been increasing discussions on the impact of brand in business units. Many researchers have concluded that the best way to increase sales is to introduce the brand in society. In this study, we consider the impact of brand identity on increasing product loyalty in one of Iranian dairy products. The proposed study is implemented in city of Tehran by choosing 475 people. The proposed model is analyzed using structural equation model and factor analysis. The results indicate that there is a direct positive relationship between brand and loyalty and a powerful brand could help setup a long-term relationship between customer and firm, which leads to brand loyalty. In other words, brand identity influences perception value, customer satisfaction, brand trust while perception value influences customer satisfaction and brand trust. In addition, customer satisfaction influences brand trust, brand trust influences customer loyalty and finally brand identity indirectly influences customer loyalty.

  4. The path of patient loyalty and the role of doctor reputation.

    Science.gov (United States)

    Torres, Eduardo; Vasquez-Parraga, Arturo Z; Barra, Cristobal

    2009-01-01

    Patient loyalty to doctors is relevant to medical services in which doctor-patient relationships are central and for which competition has increased in recent years. This study aims at understanding the process whereby patients develop loyalty to their doctor and doctor reputation has a moderating role. Based on a randomization of subjects, the study offers and tests an explanation chain representing key variables determining patient loyalty: patient commitment, trust and satisfaction, and doctor reputation. Primary data was collected using a structured questionnaire from a quota sample of regular patients in a large city in South America. The patients most committed to their doctor are more loyal to them. In turn, commitment is determined by patient trust, which is determined by patient satisfaction. Doctor reputation positively influences both patient trust and satisfaction. The explanation chain not only gives an account of how patient loyalty is formed; it also identifies a path health professionals can follow to secure patient loyalty.

  5. Affect or cognition: which is more influencing older adult consumers' loyalty?

    Directory of Open Access Journals (Sweden)

    Deepraj Kaur

    2018-04-01

    Full Text Available In studies on consumer behavior science, it is argued that brand affect, consumer satisfaction, and disconfirmation influence brand loyalty. This study aims to investigate whether the interaction of brand affect and cognition predicts brand loyalty in older adult consumers if consumer satisfaction is considered. A group of 344 older adult consumers participated and a mediated moderation analysis of the data was used to test our hypotheses. The results showed that consumer satisfaction increased the relationship between brand affect and brand loyalty in older adult consumers. However, disconfirmation did not influence that relationship. It can be concluded that the loyalty of older adult consumers toward a brand was more likely to be influenced by their affection than their cognition. Therefore, marketers should design products that better satisfy this population group and create loyalty to the product through enhancing affect connections. Keywords: Business, Psychology

  6. Factors Affecting Customer Loyalty of Fitness Centers: An Empirical Study

    Directory of Open Access Journals (Sweden)

    Livia Vania Suwono

    2016-04-01

    Full Text Available Awareness of healthy lifestyle in society is increasing day by day. Therefore, the fitness centers more motivated to focus on these business opportunities. Hence, it is important for companies to understand how to satisfy consumers to obtain consumer loyalty. Main variables were applied to predict customer loyalties areswitching cost, customer value, physical environment, and customer satisfaction. Data was collected through questionnaires distribution to students at private university in Tangerang. Data then was analyzed to by applying multipleregressionswith SPSS software. The results showed that there are three hypotheses are supported. The hypothesis is the relationship between switching cost and customer value, the relationship between customer value and customer satisfaction, and the relationship between customer satisfaction and customer loyalty. There is a hypothesis that is not supported, namely the relationship between the physical environment and customer satisfaction. This study also provides a discussion and offers direction for further research.Kesadaran akan hidup sehat dalam masyarakat semakin meningkat. Oleh karenaitu, perusahaan-perusahaan pusat kebugaran termotivasi untuk focus pada peluang bisnis ini. Dengan demikian, pemahaman akan kepuasan konsumen yang dapat menjadikan konsumen semakin loyal adalah penting bagi perusahaan. Penelitian ini focus pada variable biaya perpindahan, nilai yang diterima konsumen, lingkungan fisik, dan kepuasan konsumen dalam memprediksi loyalitas konsumen. Data dikumpulkan melalui penyebaran kuesioner pada mahasiswa di sebuah universitas swasta. Data kemudian dianalisis dengan menggunakan regresi berganda. Hasil penelitian menunjukkan bahwa terdapat tiga hipotesis yang didukung. Hipotesis tersebut adalah hubungan antara biaya perpindahan dan nilai yang diterima konsumen, hubungan antara nilai yang diterima konsumen dan kepuasan konsumen, dan hubungan antara kepuasan konsumen dan loyalitas konsumen

  7. Understanding Customer Loyalty and Disloyalty The Effect of Loyalty-Supporting and -Repressing Factors (first edition sold out, 'print on demand' 60 €)

    OpenAIRE

    Nordman, Christina

    2004-01-01

    Customer loyalty has been a central topic of both marketing theory and practice for several decades. Customer disloyalty, or relationship ending, has received much less attention. Despite the close relation between customer loyalty and disloyalty, they have rarely been addressed in the same study. The thesis bridges this gap by focusing on both loyal and disloyal customers and the factors characterising them. Based on a qualitative study of loyal and disloyal bank customers in the Finnish ret...

  8. Standardization of Sign Languages

    Science.gov (United States)

    Adam, Robert

    2015-01-01

    Over the years attempts have been made to standardize sign languages. This form of language planning has been tackled by a variety of agents, most notably teachers of Deaf students, social workers, government agencies, and occasionally groups of Deaf people themselves. Their efforts have most often involved the development of sign language books…

  9. The role of brand loyalty and social media in e-commerce interfaces: survey results and implications for user interfaces

    OpenAIRE

    Rigas, Dimitrios; Hussain, Hammad

    2015-01-01

    This paper explores the role of brand loyalty and social media in e-commerce interfaces. A survey consisting of 118 respondents was contacted to address the questions relating to online shopping and brand loyalty. Link between the frequency of access and time spent on an e-commerce user interface, and brand loyalty, gender and age profile differences, and the role of social media to branding and on-line shopping was analyzed. It was found that online loyalty differs from offline loyalty and l...

  10. Does trust of patients in their physician predict loyalty to the health care insurer? The Israeli case study.

    Science.gov (United States)

    Gabay, Gillie

    2016-01-01

    This pioneer study tests the relationship between patients' trust in their physicians and patients' loyalty to their health care insurers. This is a cross-sectional study using a representative sample of patients from all health care insurers with identical health care plans. Regression analyses and Baron and Kenny's model were used to test the study model. Patient trust in the physician did not predict loyalty to the insurer. Loyalty to the physician did not mediate the relationship between trust in the physician and loyalty to the insurer. Satisfaction with the physician was the only predictor of loyalty to the insurer.

  11. Customer loyalty among daily disposable contact lens wearers.

    Science.gov (United States)

    Patel, Neelam I; Naroo, Shehzad A; Eperjesi, Frank; Rumney, Nicholas J

    2015-02-01

    Optometric practices offer contact lenses as cash sale items or as part of monthly payment plans. With the contact lens market becoming increasingly competitive, patients are opting to purchase lenses from supermarkets and Internet suppliers. Monthly payment plans are often implemented to improve loyalty. This study aimed to compare behavioural loyalty between monthly payment plan members and non-members. BBR Optometry Ltd offers a monthly payment plan (Eyelife™) to their contact lens wearers. A retrospective audit of 38 Eyelife™ members (mean±SD: 42.7±15.0 years) and 30 non-members (mean±SD: 40.8±16.7 years) was conducted. Revenue and profits generated, service uptake and product sales between the two groups were compared over a fixed period of 18 months. Eyelife™ members generated significantly higher professional fee revenue (Ployalty among contact lens wearers, particularly service uptake and volume of lens purchases. Additionally the greater professional fees generated, render monthly payment plans an attractive business model and practice builder. Copyright © 2014 British Contact Lens Association. Published by Elsevier Ltd. All rights reserved.

  12. Identification of effective factors on customer loyalty with mobile industry

    Directory of Open Access Journals (Sweden)

    Soheila Sardar Donighi

    2013-08-01

    Full Text Available Customers or clients are counted to be reasons for existence and continuation of life of every organization and, therefore, it is essential to review various aspects of customer satisfaction. Many customers may seem to be satisfied but they may switch to competitor companies for various reasons. Loyal customers constitute a major factor for organizational successes and there are many attempts to create loyal customers. The customer loyalty was defined as commitment of customers to deal with a particular organization or buy given goods repeatedly. During the present research, the researcher engages in the evaluation of factors effective on satisfaction and loyalty of customers and in the study of their interactions, using the famous American Model of Customer Satisfaction. Major variables of such pattern are as follows: customer expectations, perceived quality, perceived value, customer satisfaction, Repurchase Likelihood, Price Tolerance changes and customer complaint. In this study, 384 cell-phone users were randomly selected from different departments of North Tehran Branch of Islamic Azad University. Valuable data were gathered by closed response questionnaire. Afterward we derived eleven correlations between different parameters by using structural equation modeling. Finally, all of suppositions were confirmed by confidence level up to 95%. In addition, the SPSS and XLSTAT PLS software packages are utilized in the process and analysis of data and investigation of study's hypotheses and necessary analyses have been done.

  13. Association between personal health record enrollment and patient loyalty.

    Science.gov (United States)

    Turley, Marianne; Garrido, Terhilda; Lowenthal, Alex; Zhou, Yi Yvonne

    2012-07-01

    To examine the association between patient loyalty, as measured by member retention in the health plan, and access to My Health Manager (MHM), Kaiser Permanente's PHR, which is linked to its electronic health record, KP HealthConnect. We conducted a retrospective cohort observational quality improvement project from the third quarter of 2005 to the fourth quarter of 2008 for approximately 394,000 Kaiser Permanente Northwest members. To control for self-selection bias, we used propensity scores to perform exact 1-to-1 matching without replacement between MHM users and nonusers. We estimated retention rates of the matched data and assessed the association between MHM use and retention versus voluntary termination. We also estimated odds ratios of significant variables impacting member retention. The probability of remaining a member or being involuntarily terminated versus voluntary termination was 96.7% for users (95% confidence interval [CI], 96.6%-96.7%) and 92.2% for nonusers (95% CI, 92.1%-92.4%; P loyalty, retention is critical to healthcare organizations.

  14. Control of paleoshorelines by trench forebulge uplift, Loyalty Islands

    Science.gov (United States)

    Dickinson, William R.

    2013-07-01

    Unlike most tropical Pacific islands, which lie along island arcs or hotspot chains, the Loyalty Islands between New Caledonia and Vanuatu owe their existence and morphology to the uplift of pre-existing atolls on the flexural forebulge of the New Hebrides Trench. The configuration and topography of each island is a function of distance from the crest of the uplifted forebulge. Both Maré and Lifou are fully emergent paleoatolls upon which ancient barrier reefs form highstanding annular ridges that enclose interior plateaus representing paleolagoon floors, whereas the partially emergent Ouvea paleoatoll rim flanks a drowned remnant lagoon. Emergent paleoshoreline features exposed by island uplift include paleoreef flats constructed as ancient fringing reefs built to past low tide levels and emergent tidal notches incised at past high tide levels. Present paleoshoreline elevations record uplift rates of the islands since last-interglacial and mid-Holocene highstands in global and regional sea levels, respectively, and paleoreef stratigraphy reflects net Quaternary island emergence. The empirical uplift rates vary in harmony with theoretical uplift rates inferred from the different positions of the islands in transit across the trench forebulge at the trench subduction rate. The Loyalty Islands provide a case study of island environments controlled primarily by neotectonics.

  15. Pengaruh Communal Activation untuk Membentuk Brand Loyalty Produk Minuman

    Directory of Open Access Journals (Sweden)

    Hartiwi Prabowo

    2012-05-01

    Full Text Available Established in 1974, PT Sinar Sosro is the first ready-to-drink tea beverage in bottles in Indonesia and in the world. Teh Botol Sosro market position is the leader in ready to drink tea industry. One of the leading products of PT Sinar Sosro is Teh Botol Sosro glass bottle often called RGB (returnable Glass Bottle. To meet the lovers’ needs anywhere they are, the latest innovation from Teh Botol Sosro products is Teh Botol Sosro Less Sugar which was launched on August 20, 2008. As the time passes by, the market condition encourages a change in marketing plan that leads to a decentralized system (horizontal in which the customer demands the same service from the same brand from any location they are. This era is called the New Wave Marketing (2008, which is still running today. The purpose of this research is to analyze the influence of communal activation of the buying decisions to increase brand loyalty in Teh Botol Sosro Less Sugar product. Data collecting technique is the questionnaire to members of the online community Botol Sosro Less Sugar and interviews, while the data analysis technique using path analysis. Path Analysis Results show there was an impact dan significant between Communal Activation and Buying Decisions, and there was also a positive correlation and significant between Buying Decisions and Brand Loyalty.

  16. BENARKAH ATMOSPHERIC CUES BERDAMPAK PADA HUBUNGAN KUALITAS LAYANANAN PADA LOYALTY INTENTION? STUDI KASUS PERHOTELAN PADA DAERAH TUJUAN WISATA DI PAPUA

    Directory of Open Access Journals (Sweden)

    Milcha Handayani Tammubua

    2015-06-01

    Memasuki ASEAN Economic Community 2015 memicu sejumlah industri khususnya pariwisata pada sektor perhotelan untuk meningkatkan performanya dengan harapan konsumen menjadi loyal. Oleh sebab itu perlu menjadi perhatian manajer perhotelan untuk mengkaji variabel yang berpengaruh pada niat menjadi loyal. Beberapa penelitian terdahulu memaparkan bahwa kualitas layanan dan nilai pelanggan bukan satu-satunya variabel yang memengaruhi loyalty intention, namun beberapa penelitian mengemukakan bahwa atmospheric cues berpengaruh pada loyalty intention. Beberapa hasil penelitian menjelaskan bahwa atmospheric cues tidak memoderasi hubungan kualitas layanan pada loyalty intention. Penelitian ini bertujuan untuk menguji pengaruh kualitas layanan dan nilai pelanggan pada loyalty intention serta menguji variabel pemoderasi atmospheric cues. Hasil penelitian menunjukkan bahwa atmospheric cues berpengaruh positif signifikan pada loyalty intention. Atmospheric cues juga memoderasi dan berdampak memperlemah hubungan kualitas layanan dan loyalty intention. Setelah dilakukan subgroup analysis. Hasil penelitian juga menjelaskan bahwa nilai pelanggan berpengaruh positif signifikan pada loyalty intention.

  17. The Role of Emotional and Rational Trust in Explaining Attitudinal and Behavioral Loyalty: An Insight Into SME Brands

    Directory of Open Access Journals (Sweden)

    Chuan Huat Ong

    2016-02-01

    Full Text Available Brand trust is a powerful asset for Small and Medium size Enterprises (SMEs to retain good relationships with their loyal customers, to ensure their long term survival. However, SME managers first need to understand the consequences of the two unique emotional and rational components of trust on attitudinal and behavioral loyalty, because both loyalty dimensions have unique consequences for a brand’s performance. Hence, this study aims to answer two research issues: (1 Do brand intentions and brand reliability influence both attitudinal loyalty and behavioral loyalty? (2 Which component of trust explains attitudinal and behavioral loyalty more? Data were obtained from 210 customers through the use of an intercept survey method on successful SME brands in the restaurant industry. The findings revealed that emotional and rational trust influenced both attitudinal and behavioral loyalty. Despite that, customers have a higher tendency to exhibit attitudinal and behavioral loyalty when a brand can be relied upon to deliver on its promises.

  18. Signs of political economy

    Directory of Open Access Journals (Sweden)

    Bernard Lamizet

    2015-12-01

    Full Text Available Like any political system, economy is a system of signs and representations. The Semiotics of economy elaborates its analytical methods to interpret such signs, which give meaning to the economy by representing its performances in public debate and in the media. Four major features distinguish the Semiotics of political economy from other semiotic forms or other systems of information and political representation. First of all, the relationship between the signification of the economy and the real or the imaginary phenomena to which they refer always pertains to the order of values. The second characteristic of economic signs is the significance of the state of lack they express. The third characteristic of signs of the economy is the form of sign production, which can be designated by the concept of emission of signs and their diffusion. Finally, as all signs, the economic sign is arbitrary. In the field of Economics, such arbitrariness does not imply that the Subject is free to superimpose whatever value to the signs themselves, but refers to the rupture between the world and its possible transformation. The very meaning of the word economy is here at stake. Oikos, in Greek (the term from which the word economy is derived refers to a known, familiar space. Economy transforms the real, natural world into a symbolic social world, into a world of relations with others whom we recognise and whose actions are relatively predictable. It might be useful to consider the contemporary issue of debt, its implications and its multiple meanings, which includes both the ethical and moral dimension of the condemnation of debt as well as the imaginary political dimension based on the expression of an idea of independence.

  19. The Relationship Between the Customer Relationship Management and Patients' Loyalty to Hospitals.

    Science.gov (United States)

    Hajikhani, Shadi; Tabibi, Seyed Jamaledin; Riahi, Leila

    2015-06-25

    Customer Relationship Management (CRM) with its various components has been considered as a tool causing customers' loyalty. The present study aims to investigate the relationship between the various components of customer relationship management and patients' loyalty to the place of their treatment. This cross sectional and descriptive-analytical study was conducted among nurses and hospitalized patients in inpatient wards in selected hospitals in 2014. Using the stratified random sampling method, 224 valid and reliable researcher-drafted questionnaires were completed for CRM by nurses and 359 questionnaires were completed by patients for patients' loyalty in the studied wards. Data were analyzed using the SPSS(20) software. There was no statistically significant relationship between the level of patients' loyalty and organizational indicators, information technology and knowledge management (P Value>0.05). However, there was a statistically significant relationship between loyalty and the dimensions of the service process (P Value=0.04), human resources (P Value=0.002) and CRM (P Value=0.038). The strength of these relationships were 34, 40 and 36 percent, respectively all of which were positive. Customer Relationship Management is a tool for improving influencing factors on patients' satisfaction and loyalty. Therefore, attempts to implement customer relationship management as a process for improving hospitals performance and improving communication between service providers in hospitals and customers leading to enhance patients' loyalty should be taken into account by managers and policy makers in the health sectors.

  20. The Relationship Between the Customer Relationship Management and Patients’ Loyalty to Hospitals

    Science.gov (United States)

    Hajikhani, Shadi; Tabibi, Seyed Jamaledin; Riahi, Leila

    2016-01-01

    Background and Aim: Customer Relationship Management (CRM) with its various components has been considered as a tool causing customers’ loyalty. The present study aims to investigate the relationship between the various components of customer relationship management and patients’ loyalty to the place of their treatment. Methods: This cross sectional and descriptive-analytical study was conducted among nurses and hospitalized patients in inpatient wards in selected hospitals in 2014. Using the stratified random sampling method, 224 valid and reliable researcher-drafted questionnaires were completed for CRM by nurses and 359 questionnaires were completed by patients for patients’ loyalty in the studied wards. Data were analyzed using the SPSS20 software. Results: There was no statistically significant relationship between the level of patients’ loyalty and organizational indicators, information technology and knowledge management (P Value>0.05). However, there was a statistically significant relationship between loyalty and the dimensions of the service process (P Value=0.04), human resources (P Value=0.002) and CRM (P Value=0.038). The strength of these relationships were 34, 40 and 36 percent, respectively all of which were positive. Conclusion: Customer Relationship Management is a tool for improving influencing factors on patients’ satisfaction and loyalty. Therefore, attempts to implement customer relationship management as a process for improving hospitals performance and improving communication between service providers in hospitals and customers leading to enhance patients’ loyalty should be taken into account by managers and policy makers in the health sectors. PMID:26493416

  1. A study on relationship of brand characteristics and customer satisfaction with brand loyalty

    Directory of Open Access Journals (Sweden)

    Ebrahim Zarepour Nasirabadi

    2013-07-01

    Full Text Available Brands are considered as valuable assets of a company both economically and strategically. Thus, having customers who are loyal to a brand is one of the main goals of businesses companies. Identifying and anticipating the customers’ needs are vital to the enterprises gaining competitive advantage and market segmentation. Maintaining and enforcing customers’ loyalty is a strategic challenge for companies seeking to keep and promote their competitive status in the market. High brand loyalty of the customers generates competitive advantage for the company and it increases the income and decreases the costs of marketing. In addition to increasing the market share, loyalty allows to ask for higher prices compared with its competitors. This study seeks to investigate the factors influencing customer loyalty to sport brands. The statistical population of this research was Tehran city. Using simple cluster sampling, 502 customers of four known brand sports, i.e. Nike, Puma, Adidas, Reebok, and Fila were chosen. Furthermore, a questionnaire, which assessed seven variables including reputations, brand name, brand image, brand loyalty, customer satisfaction, promotion and the price was used and the hypotheses were analyzed using statistical tests such as Kolmogorov-Smirnov test (K-S test, Spearman correlation, simultaneous linear regression and binomial test. The findings suggested that the brand name has a strong correlation with brand loyalty. Moreover, variables such as reputation, brand image, customer satisfaction, price and promotions also have positive and significant effect on the brand loyalty.

  2. Cigarette brand loyalty in Australia: findings from the ITC Four Country Survey.

    Science.gov (United States)

    Cowie, Genevieve A; Swift, Elena; Borland, Ron; Chaloupka, Frank J; Fong, Geoffrey T

    2014-03-01

    There is little academic research on tobacco brand loyalty and switching, and even less in restrictive marketing environments such as Australia. This paper examines tobacco brand family loyalty, reasons for choice of brand and the relation between these and sociodemographic variables over a period of 10 years in Australia. Data from current Australian smokers from 9 waves of the International Tobacco Control Policy Evaluation 4-Country Survey covering the period from 2002 to early 2012. Key measures reported were having a regular brand, use for at least 1 year, brand stability (derived from same reported brand at successive waves), and reasons for choosing brands. Measures of brand loyalty showed little change across the period, with around 80% brand stability and 95% reporting a regular brand. Older adults were more brand-loyal than those under 25. Young people's brand choice was influenced more by friends, whereas older adults were more concerned about health. Price was the most reported reason for brand switching. Those in the higher income tertiles showed more loyalty than those in the lowest. The least addicted smokers also showed less brand loyalty. We found no clear relationship between brand loyalty and policies that were implemented to affect tobacco use. Levels of brand loyalty in Australia are quite high and consistent, and do not appear to have been influenced greatly by changes in tobacco control policies.

  3. Sense or Sensibility?: How Commitment Mediates the Role of Self-Service Technology on Loyalty

    Science.gov (United States)

    Singh, Sangeeta; Olsen, Line Lervik

    It has been well documented that employing self-service technology (SST) results in considerable cost savings but few studies have examined its impact on consumers’ behavior. We apply a well-recognized model from the field of services marketing in an SST context. We examine how the established relationships between satisfaction, affective and calculative commitments, and loyalty are affected when the service is provided through a technology interface as opposed to service personnel. We then present two alternative perspectives on the role of SST. The first is based on the predominant assumption that SST is a moderator of the relationship between customer loyalty and its drivers, while the other rests on the assumption that SST is just another context and that its role in affecting customer loyalty is mediated by drivers of loyalty. A cross-sectional study conducted in the banking industry shows that SST does not change everything. The classical model of how customers evaluate services and the predictors of loyalty are replicated in the SST setting. Interestingly, SST does not have a direct influence on loyalty by itself but its effects are mediated by commitment. However, it is the affective commitment that is more important in forming loyalty toward the service provider.

  4. Socio-demographic and lifestyle determinants of loyalty program participation in the Czech Republic

    Directory of Open Access Journals (Sweden)

    Formánek Tomáš

    2017-12-01

    Full Text Available Loyalty programs are among the most frequently employed marketing tools used to minimize customer attrition rates. In this article, different aspects of consumer participation in loyalty programs for major product categories are analyzed with focus on generational differences. We use the time-proven segmentation of Baby boomers and generations X, Y and Z. Our analyses and findings are based on primary data (2016: the survey is formed by a representative sample of 585 respondents. A wide portfolio of statistical learning methods and tests is used for data analysis. The first segment of our analysis brings forward groups of product categories where consumers tend to use loyalty programs concurrently. This identifies opportunities and boundaries for establishing and managing co-branded loyalty programs. The second part of our quantitative analysis is based on generational, other socio-demographic and lifestyle factors influencing individual participation in loyalty programs. Here, the main focus is on four product categories where loyalty programs are used most often. Generational differences are well pronounced in fashion-related categories. On the other hand, loyalty program usage rates in product categories related to basic household operations show little generational differences.

  5. The Influence Of Customer Handling On Brand Image In Building Customer Loyalty

    Directory of Open Access Journals (Sweden)

    Ryan Kurniawan

    2015-08-01

    Full Text Available Complaint handling influences brand image which will influence customer loyalty in the future. This research is aimed to find out how the complaint handling is capable to influence against the brand image in building the customer loyalty of Indomaret Minimarket with the study case of Indomaret Minimarket. This research also aims to find out how the complaint handling is conducted by Indomaret Minimarket the brand image of service on Indomaret Minimarket as well as the customer loyalty of Indomaret Minimarket. This research using questionnaire as an instrument in collecting the data. The analysis type of this research is descriptive analysis and causal. The sample used as many as a 165 respondents with purposive sampling techniques. This research uses 33 indicators that will be counted with analysis technique SEM Structural Equation Modelling. The result of this research is that the complaint handling conducted by Indomaret Minimarket has been good but the aspect of speed in complaint handling is considered as not good. Besides the brand image and loyalty have been good enough. The customer loyalty is influenced by the complaint handling and the brand image by 32.7. The complaint handling has a significant influence against the customer satisfaction but the complaint handling does not influence against the customer loyalty. The brand image significantly influences against the customer loyalty. Then complaint handling influential not directly to customers trough loyalty of customer satisfaction. In addition the necessary integrated system standardization compensation and to rejuvenate issue at regular intervals to improve complaint handling that can give the effect to customer loyalty through brand image.

  6. Recognising customers' patterns of bus service patronage using a loyalty framework

    Directory of Open Access Journals (Sweden)

    Nguyen Hoang-Tung

    2014-03-01

    Full Text Available With the aim of identifying typical characteristics of travellers, traditional segmentation approaches were based on socio-demographic variables. However, the approaches could not reveal the factors motivating individual behaviour. This result led to an emerging interest in psychological research models that are adhered to the decision-making process. Among various related theories, the concept of loyalty was attractive because the major purpose of establishing a loyalty concept is to recognise a customer's pattern towards a given service. However, there were few efforts aimed at determining market segments based on a loyalty framework. In addition, there was no consensus achieved on theoretical loyalty typology due to different empirical findings in different market contexts. This study aims to be the first loyalty-based attempt to provide an operational method of segmenting bus service market. Seeking practical implementation, another focus of this study is to determine typical characteristics of the market segments. Analyses that included cluster techniques were conducted on questionnaire data collected from 333 respondents in Hidaka city, Japan. A cross-classification between relative attitude and service patronage was successfully established, dividing the market into four segments. Segments of loyalty and no-loyalty were observed to be dominant over the remaining market. In contrast, the spurious loyalty segment was small and insignificant. An expansion of the latent loyalty segment was also observed when moving from the intention phase to the actual behaviour phase. Notably, not only demographic factors but also social awareness variables including environmental concern and elderly support were observed to be significant in distinguishing customer segments from one another.

  7. The relationship between selected variables and customer loyalty within an optometric practice environment

    Directory of Open Access Journals (Sweden)

    T. Van Vuuren

    2012-12-01

    Full Text Available Purpose: The purpose of the research that informed this article was to examine the relationship between customer satisfaction, trust, supplier image, commitment and customer loyalty within an optometric practice environment. Problem investigated: Optometric businesses need to adopt their strategies to enhance loyalty, as customer satisfaction is not enough to ensure loyalty and customer retention. An understanding of the variables influencing loyalty could help businesses within the optometric service environment to retain their customers and become more profitable. Methodology: The methodological approach followed was exploratory and quantitative in nature. The sample consisted of 357 customers who visited the practice twice or more over the previous six years. A structured questionnaire, with a five-point Likert scale, was fielded to gather the data. The descriptive and multiple regression analysis approach was used to analyse the results. Collinearity statistics and Pearson's correlation coefficient were also calculated to determine which independent variable has the largest influence on customer loyalty. Findings and implications: The main finding is that customer satisfaction had the highest correlation with customer loyalty. The other independent variables, however, also appear to significantly influence customer loyalty within an optometric practice environment. The implication is that optometric practices need to focus on customer satisfaction, trust, supplier image and commitment when addressing the improvement of customer loyalty. Originality and value of the research: The article contributes to the improvement of customer loyalty within a service business environment that could assist in facilitating larger market share, higher customer retention and greater profitability for the business over the long term.

  8. The sign learning theory

    African Journals Online (AJOL)

    KING OF DAWN

    The sign learning theory also holds secrets that could be exploited in accomplishing motor tasks. ... Introduction ... In his classic work: Cognitive Map in Rats and Men (1948),Tolman talked about five groups of experiments viz: latent learning ...

  9. Crocodile jaw sign

    Directory of Open Access Journals (Sweden)

    Brij Sharma

    2016-01-01

    Full Text Available This teaching image highlights the CT abdominal imaging finding of 'crocodile jaw sign' which should raise concern about the presence of an incomplete annular pancreas which causes partial encasement of the duodenum.

  10. The Relationship of Perceived Value, Service Quality, Brand Trust, and Brand Loyalty: A Literature Review

    Directory of Open Access Journals (Sweden)

    IKRAMUDDIN

    2017-12-01

    Full Text Available The concept of loyalty has evolved as an important issue in the world of marketing as companies are focusing their strategy in retaining customers and increasing their sales. The purpose of this study is to re-evaluate the involvement of various factors related to the perception of value, service quality, brand trust and brand loyalty in the industry of mobile phones through literature review and examination of previous research. Some studies have found that the observed variables are the key drivers of brand loyalty. However, other opinions are also presented for their different perspectives and a broader view of the research topic.

  11. Analyzing Mediators of the Customer Satisfaction - Loyalty Relation in Internet Retailing

    Directory of Open Access Journals (Sweden)

    Simona VINEREAN

    2014-03-01

    Full Text Available This study explores the customer satisfaction – loyalty relation in the context of online shopping by introducing various mediators, such as trust, attitude, hedonic value, and utilitarian value. For data collection, we used an online consumer survey in relation to Internet retailing. In this paper we found empirical evidence that loyalty and satisfaction have a reciprocal relationship, but that mediators exist between satisfaction and loyalty. The findings of this study have consequences for customer relationship management, particularly in terms of retention, of the satisfied consumers in an e-shopping environment.

  12. The Impact of Satisfaction and Trust on Loyalty of E-Commerce Customers

    Directory of Open Access Journals (Sweden)

    Mochammad Auditya Brilliant

    2013-06-01

    Full Text Available The number of Internet users in Indonesia and e-commerce sales is growing. However, Indonesia is less active in e-commerce research compared to other Asian countries, and existing studies cover limited area. The purpose of this study is identifying the impact of customer satisfaction and trust on loyalty in e-commerce and identifying the factors that influence satisfaction. The results are that information quality affects trust and that trust affects loyalty. E-commerce websites should focus on delivering trusted information on product quality, which will lead to greater customer trust, and greater trust will lead to greater loyalty to the websites

  13. How Does Service Quality Lead to Loyalty in the Hotel Industry in Iran

    OpenAIRE

    Alireza Tafreshi Motlagh; Ehsan Sadeh; Sina Sadeh; Hamidreza Jafari; Jafar Azizi Morovat; Amir Enaamzadeh

    2013-01-01

    This is a fact that loyal customers not only use the services of the hotel frequently but also suggest the services to other potential clients. It is obvious that loyal customers can guarantee the life of the business in the hotel industry. The theoretical background of the loyalty in the hotel industry indicates that loyalty is a consequence of hotel service quality. The main purpose of this study is to investigate how the service quality ends in loyalty in hotel industry in Iran. Review on ...

  14. Efektivitas Loyalty Program dalam Customer Relationship Management terhadap Kepuasan dan Loyalitas Pelanggan (Studi Kegiatan Divisi Retensi dalam Pelaksanaan Loyalty Program “Im3@School Community” pada PT Indosat Tbk. Kantor Cabang Malang

    Directory of Open Access Journals (Sweden)

    Hesti Kartika Sari

    2013-12-01

    Full Text Available Abstract: The objective of this research is to analyze the influence of Loyalty Program in Customer Relationship Management (CRM toward satisfaction and loyalty of PT Indosat Tbk. Malang Branch costumers. Loyalty Program is one of the customer retention’s strategies from PT Indosat Tbk. that belongs to development and application process of Customer Relationship Management (CRM. Dealing with that, a corporate could design a Loyalty Program that appropriate with their customers. This program will be very helpful for corporate to increase their customers’ satisfaction, and loyalty, and also to keep their customers influenced by others competitor’s offered. The data in this research analyzed by using linier regression analysis and the result of analysis shows that there are significant influence of Loyalty Program in Customer Relationship Management (CRM toward costumer satisfaction and customer loyalty of PT Indosat Tbk. Malang Branch; and there are significant influence of satisfaction toward loyalty of PT Indosat Tbk. Malang Branch customers. Indeed, to produce loyal customer there is a need of strategy and has done by PT Indosat Tbk. through application of Customer Relationship Management with the highlight in Loyalty Program. This strategy proved could increase corporate business performs by increasing customer satisfaction and in the end could make the loyalty grow in them.

  15. Customer loyalty program for the dual-energy clientele

    International Nuclear Information System (INIS)

    Lagace, C.

    1997-01-01

    Hydro-Quebec''s plans to provide a dual energy residential heating program, combining a main electric heating system and a fossil fuel back-up system, were described as an example of a customer loyalty program. It provides a portfolio of products and services answering to the different needs of customers. Dual-energy heating systems were first offered in Quebec as far back as the 1980s. Currently there are 115,000 Quebec households making use of this service. Some 35,000 of them have heat pumps and subscribe to Hydro-Quebec''s DT rate which is based on fuel mode usage being determined by exterior temperatures. The dual-energy system permits a peak-saving of some 600 MW, while maintaining electricity sales of 1,000 GWh in off-peak periods. Experiences with this system and some of the important lessons learned, especially in terms of consumer relations, were summarized. 2 refs., 1 tab

  16. ANTECEDENTS TO WEBSITE SATISFACTION, LOYALTY, AND WORD-OF-MOUTH

    Directory of Open Access Journals (Sweden)

    Brent Lynn Selby Coker

    2013-08-01

    Full Text Available Satisfaction, loyalty, and likelihood of referral are regarded by marketers and the Big Three diagnostics leading to retail profitability. However, as yet no-one has developed a model to capture all three of these constructs in the context of the internet. Moreover, although several attempts have been made to develop models to measure quality of website experience, no-one has sought to develop an instrument short enough to be of practical use as a quick customer satisfaction feedback form. In this research we sought to fill this void by developing and psychometrically testing a parsimonious model to capture the Big Three diagnostics, brief enough to be used in a commercial environment as a modal popup feedback form.

  17. Maximizing and customer loyalty: Are maximizers less loyal?

    Directory of Open Access Journals (Sweden)

    Linda Lai

    2011-06-01

    Full Text Available Despite their efforts to choose the best of all available solutions, maximizers seem to be more inclined than satisficers to regret their choices and to experience post-decisional dissonance. Maximizers may therefore be expected to change their decisions more frequently and hence exhibit lower customer loyalty to providers of products and services compared to satisficers. Findings from the study reported here (N = 1978 support this prediction. Maximizers reported significantly higher intentions to switch to another service provider (television provider than satisficers. Maximizers' intentions to switch appear to be intensified and mediated by higher proneness to regret, increased desire to discuss relevant choices with others, higher levels of perceived knowledge of alternatives, and higher ego involvement in the end product, compared to satisficers. Opportunities for future research are suggested.

  18. Use of Data Mining for Prediction of Customer Loyalty

    Directory of Open Access Journals (Sweden)

    Andri Wijaya

    2015-05-01

    Full Text Available This  article  discusses  the  analysis  of  customer  loyalty  using  three  data  mining  methods:  C4.5,Naive Bayes, and Nearest Neighbor Algorithms and real-world  empirical  data.  The  data  contain  ten  attributes related to the customer loyalty and are obtained from a national  multimedia  company  in  Indonesia.  The  dataset contains 2269 records. The study also evaluates the effects of  the  size  of  the  training  data  to  the  accuracy  of  the classification.  The  results  suggest  that  C4.5  algorithm produces   highest classification   accuracy   at   the   order of  81%  followed  by  the  methods  of  Naive  Bayes  76% and  Nearest  Neighbor  55%.  In  addition,  the  numerical evaluation  also  suggests  that  the  proportion  of  80%  is optimal  for  the  training  set.

  19. Adolf Kussmaul and Kussmaul's sign

    Directory of Open Access Journals (Sweden)

    Navreet Singh

    2015-01-01

    Full Text Available Kussmaul's has provided us with three important signs: Pulses paradoxus, Kussmaul's sign and Kussmaul Breathing. This article discusses Kussmaul's sign, its discovery, first description, pathophyiology and exceptions.

  20. Explorative Study on the Concept of Mind Shares: Confidence, Resistance and Loyalty

    Directory of Open Access Journals (Sweden)

    Hui-Hsin HUANG

    2014-03-01

    Full Text Available In practices and academics, the growth/decline of a brand or product sales is often measured with market shares. However, this method does not really gain insight into loyalty and perception of consumers toward brands and products. This paper proposes a concept of Mind Shares which combines confidence and resistance as the main contents of loyalty to establish a new theoretic foundation and develop the calculation method for the quantification of this model. The data from questionnaire survey showed that confidence and resistance are both positively correlated with loyalty, and these two variables are capable of predictability on loyalty. It is considered that this paper lays down the theoretic foundation of Mind Shares and contributes applications.

  1. From Servicescape to Loyalty in the Medical Tourism Industry: A Medical Clinic’s Service Perspective

    Science.gov (United States)

    Koo, Dong-Woo; Shin, Dong-Jin; Lee, Sae-Mi

    2017-01-01

    Medical tourism organizations have increasingly recognized that loyalty makes a medical clinic a marketing success. To increase understanding of the importance of medical clinics, this study examined the roles of servicescapes, emotions, and satisfaction in the development of customer loyalty toward medical clinics and destination. Data were collected among international medical tourists visiting Korea. Results identified that dimensions of medical clinics’ servicescape (ie, medical clinic environment, medical treatment, staff, and doctor) influenced emotions and satisfaction among international medical tourists. Also, positive emotions and the 2 dimensions of satisfaction with a medical clinic and doctor mediate the influence of medical clinics’ servicescapes on 2 types of loyalty (the medical clinic and Korea for medical care). Overall, these findings indicate that the interrelationship of servicescapes, positive emotion, and satisfaction is essential in influencing international medical tourists’ loyalty to a medical clinic. PMID:29233057

  2. How Memorial Hermann’s Online Payments Are Boosting Patient Loyalty and Revenue.

    Science.gov (United States)

    Ramos Hegwer, Laura

    2016-01-01

    The Houston-based health system has implemented new workflows and technology in 14 of its hospitals and across its care delivery network to make the payment process more patient-friendly and build consumer loyalty.

  3. Dual loyalty of physicians in the military and in civilian life.

    Science.gov (United States)

    Benatar, Solomon R; Upshur, Ross E G

    2008-12-01

    The concept of the dual loyalty physicians may have to both a patient and a third party is important in elucidating the obligations of physicians. The extent to which loyalty may be deflected from a patient to a third party (e.g., an insurance company or a prison commander) is greatly underestimated and has not attracted significant scholarly analysis. We examined dual loyalty in civilian and military contexts and used the principles of public health ethics to construct a framework for determining the legitimacy of physicians' obligations. We illustrate the application of these principles to problems physicians encounter regarding communicable diseases, elder abuse, and driving fitness. In the complex military context, independent ethics tribunals should be created to adjudicate loyalty conflicts.

  4. Examining E-Loyalty in a Sexual Health Website: Cross-Sectional Study.

    Science.gov (United States)

    Nunn, Alexandra; Crutzen, Rik; Haag, Devon; Chabot, Cathy; Carson, Anna; Ogilvie, Gina; Shoveller, Jean; Gilbert, Mark

    2017-11-02

    Web-based sexual health resources are typically evaluated in terms of their efficacy. Information is lacking about how sexual health promotion websites are perceived and used. It is essential to understand website use to address challenges with adherence and attrition to Web-based health interventions. An existing theoretical framework for examining loyalty to electronic health (eHealth) interventions has been not yet been applied in the context of sexual health promotion nor has the association between e-loyalty and intended intervention efficacy outcomes been investigated. The objectives of this study were to investigate users' loyalty toward a sexual health website (ie, e-loyalty), measure user perceptions of the website, and measure the association between e-loyalty and perceived knowledge increase and intent to change behavior. Over 4 months, website users (clients and health care providers) participated in an open, online, cross-sectional survey about their user experiences that measured e-loyalty, user perceptions, and intended website efficacy outcomes. Relationships between user perceptions and e-loyalty were investigated using structural equation modeling (SEM). Associations between e-loyalty and website efficacy outcomes were tested using Spearman rank correlation. A total of 173 participants completed user perception questions and were included in the analysis. E-loyalty was high for both clients and providers and was significantly correlated with clients' perceived knowledge increase (ρ(171)=.30, Ployalty. Finding the website "easy to understand" was significantly related to active trust (ie, participants' willingness to act upon information presented on the website). E-loyalty may be related to the efficacy of the selected website in improving one's sexual health and was significantly associated with all three intended knowledge and behavioral outcomes. To increase e-loyalty, trustworthiness and active trust are important user perceptions to

  5. Personal values, subjective well-being and destination-loyalty intention of international students.

    Science.gov (United States)

    Jamaludin, N L; Sam, D L; Sandal, G M; Adam, A A

    2016-01-01

    What are the factors that predict international students' destination-loyalty intention? This is the main question this paper addresses, using an online survey among 396 (short-term, N = 182) and (long-term, N = 214) international students at a Norwegian university. Structural equation model-AMOS was conducted to examine relationships among personal values, subjective well-being and destination-loyalty intentions. The results showed that: (1) universalism was positively related to subjective well-being for short-term students; and (2) subjective well-being was positively related to destination-loyalty intention for all groups. We found that relatively stable and happy individuals might be important for ensuring destination-loyalty intentions. Results also indicated that personal values that emphasize justice and equity are also important for short-term international students' well-being.

  6. The Joint Effect of Relationship Perceptions, Loyalty Program and Direct Mailing on Customer Share Development

    NARCIS (Netherlands)

    P.C. Verhoef (Peter)

    2002-01-01

    textabstractIn this paper, we examine the effect of relationship perceptions and relationship marketing instruments on customer share development. We also study the interaction effect of these instruments with behavioral loyalty and relationship perceptions. This study is

  7. Customer perceived service quality, satisfaction and loyalty in Indian private healthcare.

    Science.gov (United States)

    Kondasani, Rama Koteswara Rao; Panda, Rajeev Kumar

    2015-01-01

    The purpose of this paper is to analyse how perceived service quality and customer satisfaction lead to loyalty towards healthcare service providers. In total, 475 hospital patients participated in a questionnaire survey in five Indian private hospitals. Descriptive statistics, factor analysis, regression and correlation statistics were employed to analyse customer perceived service quality and how it leads to loyalty towards service providers. Results indicate that the service seeker-service provider relationship, quality of facilities and the interaction with supporting staff have a positive effect on customer perception. Findings help healthcare managers to formulate effective strategies to ensure a better quality of services to the customers. This study helps healthcare managers to build customer loyalty towards healthcare services, thereby attracting and gaining more customers. This paper will help healthcare managers and service providers to analyse customer perceptions and their loyalty towards Indian private healthcare services.

  8. Customer satisfaction and customer loyalty as predictors of future business potential

    DEFF Research Database (Denmark)

    Eskildsen, Jacob Kjær; Kristensen, Kai

    2008-01-01

    This paper analyses the relationship between customer satisfaction, customer loyalty and the future business potential of existing customers. The data for the analysis come from the Danish Customer Satisfaction Index 2006. Here a total of approximately 2000 private customers evaluated...

  9. THE INFLUENCE OF CORPORATE IMAGE, SERVICE QUALITY, PERCEIVED VALUE TOWARD STUDENT SATISFACTION AND STUDENT LOYALTY

    Directory of Open Access Journals (Sweden)

    Gatri Lunarindiah

    2018-01-01

    Full Text Available Student satisfaction and student loyalty are important factors in business education. This research was conducted with the goal to test and analyze the influence of corporate image, service quality and perceived value on student satisfaction and student loyalty. The object of the sample is students of the Economics and Business Faculty of Trisakti University as many as 150 respondents and the analysis was done by using the method of Structural Equaton Model (SEM producing conclusion that the corporate image, service quality and perceived value proved to be positive and significantly influential upon student satisfaction and service quality also proved to have a positively significant effect on student loyalty. There is a hypothesis that student satisfaction is not proven positively influencial upon student loyalty.

  10. From Servicescape to Loyalty in the Medical Tourism Industry: A Medical Clinic's Service Perspective.

    Science.gov (United States)

    Kim, Minseong; Koo, Dong-Woo; Shin, Dong-Jin; Lee, Sae-Mi

    2017-01-01

    Medical tourism organizations have increasingly recognized that loyalty makes a medical clinic a marketing success. To increase understanding of the importance of medical clinics, this study examined the roles of servicescapes, emotions, and satisfaction in the development of customer loyalty toward medical clinics and destination. Data were collected among international medical tourists visiting Korea. Results identified that dimensions of medical clinics' servicescape (ie, medical clinic environment, medical treatment, staff, and doctor) influenced emotions and satisfaction among international medical tourists. Also, positive emotions and the 2 dimensions of satisfaction with a medical clinic and doctor mediate the influence of medical clinics' servicescapes on 2 types of loyalty (the medical clinic and Korea for medical care). Overall, these findings indicate that the interrelationship of servicescapes, positive emotion, and satisfaction is essential in influencing international medical tourists' loyalty to a medical clinic.

  11. RELATIONSHIP AMONG CORPORATE IMAGE, INTANGIBLE PERCEIVED QUALITY, CHOOSING, HABIT AND CUSTOMER LOYALTY

    Directory of Open Access Journals (Sweden)

    Maryam REHMAN

    2012-01-01

    Full Text Available This study explores relationships among Corporate Image, Intangible Perceived Quality, Choosing, Habit and Customer Loyalty and investigates the pivotal role these variables play in establishing and maintaining healthy base of loyal customers. Data were collected from Pakistani bank account holders and the empirical findings showed that corporate image plays the most important role in establishing and maintaining customer loyalty in the markets. Organizations always look forward to long lasting success. In order to be successful in the long run, they need to keep abreast with all of their stakeholders. Out of the stakeholders, customers are considered to be the most important one. Customer Loyalty is a psychological motive which today’s managers are considerate about. This study concludes that long-term success and sustainable reputation of an organization depends on customer loyalty.

  12. ENHANCING BRAND EXPERIENCE ALONG WITH EMOTIONAL ATTACHMENT TOWARDS TRUST AND BRAND LOYALTY

    Directory of Open Access Journals (Sweden)

    Elia Ardyan

    2016-03-01

    Full Text Available Research on Samsung’s smartphone consumers in Surakarta, have aimed to (1 Test the influence of brand experience on brand trust; (2 Test brand beliefs on brand loyalty; (3 Test on emotional attachment brand experience; (4 Test emotional attachment on brand trust; (5 Test brand experience on brand loyalty. The sample of this research was obtained from 100 respondents who have purchased a Samsung smartphone with the number of the purchase more than once. Methods of analysis used in this study are Structural Equation Modelling. The results of this research indicate that: (1 Brand experience influenced brand trust positively and significantly; (2 The trust against a brand loyalty affect brand positively and significantly; (3 Brand experience have positive and significant effect on emotional attachment; (4 Emotional attachment affects brand trust positively and significantly; (5 Brand trust have the influence of brand loyalty positively but not significant.

  13. Volume 11 No. 1 February 2011 4460 EXIT, VOICE AND LOYALTY ...

    African Journals Online (AJOL)

    user

    2011-02-01

    Feb 1, 2011 ... This strategy of compliance with IFSS has since become the model in ... For instance, a survey conducted by American Farm Bureau .... context of horticulture exports, loyalty is reinforced by the high costs of finding an.

  14. Understanding Key Determinants of Brand Loyalty in Full Service Restaurants in Uganda

    Directory of Open Access Journals (Sweden)

    Samson Omuudu OTENGEI

    2014-12-01

    Full Text Available The study investigates the key determinants of brand loyalty in full service restaurants in Uganda. The study used a quantitative research approach and adopted a cross sectional correlation survey design to test the study hypotheses. A total of 348 completed questionnaires collected from 116 restaurants were used in the analysis. To the best of our knowledge, this is the first study to propose a model that examines the key determinants of brand loyalty in full service restaurants in Uganda. The findings from the study revealed that dining experience and restaurant image were significant predictors of brand loyalty in full service restaurants in Uganda and customer satisfaction was not a significant predictor of guest loyalty. Despite its managerial implications, several limitations of the study call for further empirical enquiry.

  15. EMPLOYEE LOYALTY: DIFFERENCES BETWEEN GENDERS AND THE PUBLIC AND THE PRIVATE SECTOR

    Directory of Open Access Journals (Sweden)

    Igor Klopotan

    2016-06-01

    Full Text Available This article presents the results of the research on important parameters of the loyalty of employees in the public and the private sector. The research was conducted in the Republic of Croatia as a part of the research focused on the essential parameters of the loyalty of employees that contribute to building and retaining loyal behaviour. Loyalty and employee satisfaction are the key parameters that influence the success of a company. In addition, loyal and satisfied employees are important in building good relationships with customers, suppliers and all stakeholders involved in business processes of an organization or a company. The purpose of this article is to define whether there is a difference in parameters of the loyalty of employees in the public and the private sector in Croatia, as well as whether there are certain differences based on gender.

  16. THE INFLUENCE OF MARKET TYPE AND DEMOGRAPHICS ON BRAND LOYALTY: A STUDY AMONG URBAN ROMANIAN CONSUMERS

    Directory of Open Access Journals (Sweden)

    Moisescu Ovidiu Ioan

    2009-05-01

    Full Text Available Considering the increasing role and importance of brand loyalty in the context of nowadays fierce competition and the insufficient understanding of this brand equity core dimension by Romanian companies, this paper aims to partially eliminate this knowled

  17. Rewarding as a relational driver of customer loyalty in the Finnish grocery trade

    OpenAIRE

    LAUKKANEN, MAARIT

    2011-01-01

    TamPubissa tutkielman rajattu versio. Täydellinen versio luettavissa Tampereen yliopiston Linna-kirjastossa. The PDF is a limited version of the Master's thesis. The complete version can be viewed in print at Tampere University Library.   The study addressed the phenomenon of rewarding that has become an essential element of customer loyalty programs. It was indicated that the area of rewarding driving customer loyalty lacked qualitative studies that stressed different life stages....

  18. The Influence Of Customer Satisfaction Towards Brand Loyalty Among Women Gadget User From Apple Brand

    OpenAIRE

    Silaen, Serefhy Meilani

    2016-01-01

    This study aims to determine The influence of Customer satisfaction towards Brand loyalty among women gadget user from apple brand. Subjects in this study were 100 female consumer from apple brand who make repurchases minimum 3 times. Subjects were obtained by purposive sampling technique. This study used customer satisfaction scale based on the theory from Susanto and Wijanarko (2004). It also includes theories about the elements of customer satisfaction by Wilkie (1994). Brand loyalty scale...

  19. The effect of corporate brand reputation on brand attachment and brand loyalty: automobile sector

    OpenAIRE

    Loureiro, S. M. C.; Sarmento, E. M.; Le Bellego, G.

    2017-01-01

    The current study aims to analyze the effect of corporate brand reputation on brand attachment and brand loyalty considering the automotive sector and the brands Tesla, Toyota, and Volvo. A sample of 327 participants, members of car brand communities, collaborate in a survey. Overall findings reveal that the perception of corporate brand reputation is more effective on enhancing brand loyalty than brand attachment. However, the effect could depend on the car brand strategy. We may also claim ...

  20. Building Airline Passenger Loyalty Through an Understanding of Customer Value: A Relationship Segmentation of Airline Passengers

    OpenAIRE

    Leick, Ryan

    2007-01-01

    This thesis explores means of restoring profitability to the airline industry by cultivating intrinsically motivated brand loyalty between passengers and airlines in today’s fragile environment. The air transport industry is caught up in traditional transaction-based strategies. Airlines rely on archaic frequent flyer programs (FFPs) to maintain loyalty which deter customers from choosing alternative airlines by increasing the cost associated with switching. In contrast, oth...

  1. Analisa Pengaruh Corporate Social Responsibility Terhadap Brand Image Dan Customer Loyalty Di Pop! Hotels Indonesia

    OpenAIRE

    Livia, Astrid; Gladys, Gladys

    2017-01-01

    Penelitian ini dilakukan untuk menganalisa pengaruh CSR terhadap brand image dan customer loyalty pada Pop! Hotels di Indonesia. Penelitian ini menggunakan pendekatan kuantitatif kausal dengan bantuan penyebaran kuesioner yang dibagikan kepada 200 responden yang pernah menginap di Pop! Hotels di Indonesia. Hasil penelitian menunjukkan bahwa CSR berpengaruh positif dan signifikan terhadap brand image dan customer loyalty. Selain itu CSR juga berpengaruh secara tidak langsung terhadap customer ...

  2. E-loyalty towards a cancer information website: applying a theoretical framework.

    Science.gov (United States)

    Crutzen, Rik; Beekers, Nienke; van Eenbergen, Mies; Becker, Monique; Jongen, Lilian; van Osch, Liesbeth

    2014-06-01

    To provide more insight into user perceptions related to e-loyalty towards a cancer information website. This is needed to assure adequate provision of high quality information during the full process of cancer treatment-from diagnosis to after care-and an important first step towards optimizing cancer information websites in order to promote e-loyalty. Participants were cancer patients (n = 63) and informal caregivers (n = 202) that visited a website providing regional information about cancer care for all types of cancer. Subsequently, they filled out a questionnaire assessing e-loyalty towards the website and user perceptions (efficiency, effectiveness, active trust and enjoyment) based on a theoretical framework derived from the field of e-commerce. A structural equation model was constructed to test the relationships between user perceptions and e-loyalty. Participants in general could find the information they were looking for (efficiency), thought it was relevant (effectiveness) and that they could act upon it (active trust) and thought the visit itself was pleasant (enjoyment). Effectiveness and enjoyment were both positively related with e-loyalty, but this was mediated by active trust. Efficiency was positively related with e-loyalty. The explained variance of e-loyalty was high (R(2)  = 0.70). This study demonstrates that the importance of user perceptions is not limited to fields such as e-commerce but is also present within the context of cancer information websites. The high information need among participants might explain the positive relationship between efficiency and e-loyalty. Therefore, cancer information websites need to foster easy search and access of information provided. Copyright © 2014 John Wiley & Sons, Ltd.

  3. An investigation of customer satisfaction and loyalty in projects of mini-hotels

    OpenAIRE

    Левыкин, Виктор Макарович; Дэвон, Валерия Викторовна

    2015-01-01

    The hospitality industry continues to evolve and improve in terms of Ukrainian realities of political and economic instability; managers of mini-hotels are experiencing difficulties with the implementation of repeat sales, increasing the number of loyal customers and the preservation of loyal customers, maintaining a high level of consumer loyalty and customer satisfaction.The article reveals the concept of satisfaction and loyalty of mini-hotels customers. It is schematically represented the...

  4. From Servicescape to Loyalty in the Medical Tourism Industry: A Medical Clinic’s Service Perspective

    OpenAIRE

    Kim, Minseong; Koo, Dong-Woo; Shin, Dong-Jin; Lee, Sae-Mi

    2017-01-01

    Medical tourism organizations have increasingly recognized that loyalty makes a medical clinic a marketing success. To increase understanding of the importance of medical clinics, this study examined the roles of servicescapes, emotions, and satisfaction in the development of customer loyalty toward medical clinics and destination. Data were collected among international medical tourists visiting Korea. Results identified that dimensions of medical clinics’ servicescape (ie, medical clinic en...

  5. PENGARUH MARKET ORIENTATION TERHADAP SERVICE QUALITY, SATISFACTION DAN LOYALTY PELANGGAN TOKO BUKU GRAMEDIA DI JAWA TIMUR

    OpenAIRE

    FX Agus Subroto

    2013-01-01

    The research objectives were to prove and to analyze the effect of market orientation on service quality, customer satisfaction and loyalty. The research sample consisted of 144 customers. The data were analyzed using Structural Equation Modeling (SEM) with AMOS. The results proved that market orientation had significant effect on service quality; market orientation had significant effect on satisfaction; market orientation had no significant effect on customer loyalty; service quality had si...

  6. Pengaruh Emotion Marketing dan Experiential Marketing terhadap Customer Loyalty Pondok Khas Melayu di Pekanbaru

    OpenAIRE

    Tauli, Osin

    2012-01-01

    This research is conducted to analyze the influence of emotion marketing and experiential marketing to customer loyalty Pondok Khas Melayu in Pekanbaru on Jl. Jend. Sudirman. The research consists of a dependent variable that customer loyalty (Y) and seven independent variables such as emotion marketing consists of product (X1) and equity (X2), while experiential marketing consists of sense (X3), feel (X4), think (X5 ), action (X6) and relate (X7). The population is the research a the custome...

  7. Modelling and evaluating customer loyalty using neural networks: Evidence from startup insurance companies

    OpenAIRE

    Azarnoush Ansari; Arash Riasi

    2016-01-01

    The purpose of this study is to investigate the customer–service provider relationship in the insurance industry using artificial neural networks and linear regression. Using a sample of 389 customers from 10 different startup insurance companies, it was found that artificial neural networks are an efficient way to evaluate the factors affecting customer loyalty. The results indicated that customer satisfaction and perceived value are significant predictors of customer loyalty. Additionally, ...

  8. The relationship between Eservice quality, Evalue, Esatisfacton and eLoyalty in online tourism portals

    OpenAIRE

    K Wood; CH Van Heerden

    2013-01-01

    Customer satisfaction and loyalty are important drivers of business profits. In the online arena, acquisition costs are high, switching costs are low, the service encounter is non-personal and the Internet is often used only as a source of information. The aim of this article is to determine the relationship between critical eService quality elements utilised in online tourism portals in order to establish eLoyalty. The target population of this study was South African tourism accommodatio...

  9. Personal values, subjective well-being and destination-loyalty intention of international students

    OpenAIRE

    Jamaludin, N. L.; Sam, D. L.; Sandal, G. M.; Adam, A. A.

    2016-01-01

    What are the factors that predict international students? destination-loyalty intention? This is the main question this paper addresses, using an online survey among 396 (short-term, N?=?182) and (long-term, N?=?214) international students at a Norwegian university. Structural equation model-AMOS was conducted to examine relationships among personal values, subjective well-being and destination-loyalty intentions. The results showed that: (1) universalism was positively related to subjective ...

  10. Analisis Pengaruh Brand Image, Price Perception, Dan Service Quality Terhadap Customer Loyalty Pada Pelanggan Urban Kitchen

    OpenAIRE

    Joshua, Timothy Joshua; Haryadi, Eddy

    2014-01-01

    This study was conducted to determine the influence of Brand Image, Price Perception, and Customer Service Qualityon Customer Loyalty in Urban Kitchen. The questionnaires were distributed to 150 respondents in four locations of Urban Kitchen employing simple random sampling technique. The data obtained were processed and analyzed using the Structural Equation Model (SEM) with LISREL8.72. The results indicate that Brand Image and Service Quality have significant influences on Customer Loyalty,...

  11. THE EFFECT OF SOCIAL MEDIA MARKETING ACTIVITIES ON BRAND AWARENESS, BRAND IMAGE AND BRAND LOYALTY

    OpenAIRE

    Yusuf BİLGİN

    2018-01-01

    The aim of this research is to examine the effect of social media marketing activities on brand awareness, brand image and brand loyalty. In addition, it has been aimed to analyze the effect of brand awareness and brand image on brand loyalty in this research. The population of the research consists of the consumers who actively follow five brands with the highest social score according to the Marketing Turkey social media brand performance data on social media communication channels such as ...

  12. Relationship Bonds and Customer Loyalty: A Study Across Different Service Contexts

    OpenAIRE

    Mafalda Lima; Teresa Fernandes

    2015-01-01

    The benefits of customer relationship strategies are well known and somewhat established nowadays. Customer loyalty emerges as the crucial glue in developing a relational approach. However, relational bonds, which relate to customer loyalty, have not yet been fully explored. Also, there is little research that takes into account the effect of service types on customer relationships and bonding. This paper develops a conceptual framework based on previous literature with a complete set of diff...

  13. The Impact of Satisfaction and Trust on Loyalty of E-Commerce Customers

    OpenAIRE

    Mochammad Auditya Brilliant; Adrian Achyar

    2013-01-01

    The number of Internet users in Indonesia and e-commerce sales is growing. However, Indonesia is less active in e-commerce research compared to other Asian countries, and existing studies cover limited area. The purpose of this study is identifying the impact of customer satisfaction and trust on loyalty in e-commerce and identifying the factors that influence satisfaction. The results are that information quality affects trust and that trust affects loyalty. E-commerce websites should focus ...

  14. Impact of Negative Quality Inconsistency on Brand Loyalty – Case of Croatian Food Market

    Directory of Open Access Journals (Sweden)

    Martina Ferenčić

    2015-03-01

    Full Text Available Attracting and keeping consumers’ loyalty in Fast Moving Consumer Goods segment became the main concern for all producing companies and retailers, too. Many marketing researchers argue that product or service quality perception is one of the key elements in brand loyalty building process. When talking about food market, one has to be aware that food consumption has direct impact on human health and, in that context, process of building brand loyalty for food brands is not possible, or it can be hard, if the product quality of food brands is not on the expected level and according to defined food quality standards. The goal of this paper was to understand aspects of connection between food product quality and brand loyalty process better and to explore how problems with negative quality inconsistency in different food categories can influence brand loyalty. An empirical research (on-line survey was conducted to prove and explain the connection between food product quality and food brand loyalty. The research results shows that the main reasons for being loyal to a certain food brand or product are related mostly to positive brand experience, high and stabile product quality, and recognizable taste. In the context of these research results, it can be concluded that long term consumer satisfaction as a factor in food brand loyalty process depends on stabile product quality, so food manufacturers or food brand owners should be focused on preventing or minimizing the aspect of negative quality issues. Regarding research limitations, the study was conducted only on users from Croatian market; so broadening the survey to other markets should give a clearer view on the connection between food product quality and brand loyalty process.

  15. Analyzing the Impact of Brand Equity and Advertisement on Customers’ Loyalty in Isfahan City

    OpenAIRE

    Mohammad Hossein Moshref Javadi; Sayyed Mohsen Allameh; Amir Poursaaedi

    2014-01-01

    The objective of this study was to analyze the impact of advertisement and brand equity on customers’ loyalty in Isfahan city. literature review on advertising, brand equity, customer loyalty research model was presented. A standard questionnaire was used as data collection instrument. To measure SNOWA Corporation brand equity, Keller's brand equity model was used with six dimensions of brand's salience, performance, image, judgments, feelings and resonance. Face validity was used to verify t...

  16. Investigate The Relationship Between Brand Equity Brand Loyalty And Customer Satisfaction

    OpenAIRE

    Farbod Souri

    2017-01-01

    The purpose of this study conducted an empirical study in the field of marketing in order to investigate the relationship between brand equity brand loyalty and customer satisfaction in Refah stores in which Nam and colleagues model 2011 have been used. In this model the relationship between brand equity and brand loyalty and customer satisfaction is evaluated. To review research a sample of 384 customers was selected as a stepwise clustering. Data gathered by standard questionnaire with 23 q...

  17. Relationship Marketing, Customer Satisfaction, Customer Commitment dan Customer Loyalty (Studi pada sebuah Bank Nasional di Denpasar)

    OpenAIRE

    Budi Martini, Luh Kadek

    2013-01-01

    Various approaches to marketing strategy applied by the organization to maintain companies viability and customer loyalty. This condition is the hope for every organization, considering the role of consumers as the companys assets can not be underestimated. Relationship marketing concept as a new breakthrough in the world of marketing gives new faces to build sustainable customer loyalty. With proper relationship marketing concept application, will be realized that the commit behavior of cons...

  18. The Relationship Between Customer Satisfaction and Customer Loyalty in Online Environment

    OpenAIRE

    Leonata, Devi Rosana

    2015-01-01

    Many researches have already discussed about the relationship between customer satisfaction and customer loyalty. However, there is only few discussing about the relationship in online environment. Thus, this research is conducted to see whether there is significant relationship between customer satisfaction and customer loyalty in online environment as well as to know which best viewpoint that may describe the relationship. This research focuses on people who have done online transactions. ...

  19. The Impact of Healthscape on Customer Satisfaction and Loyalty in Public and Private Healthcare Institutions

    OpenAIRE

    Akmaz, Arif Emre; Ozansoy Çadırcı, Tuğçe

    2018-01-01

    The evaluation of services is highly dependable on consumers’ experiences and emotions toward the service encounter. The service environment (the servicescape) has an influential aspect on customers’ satisfaction and behavioral intentions including customer loyalty.  This study aims to define the possible effects of the healthcare service environment (healthscape) on consumer experience, satisfaction and loyalty. The data was collected from patients that has visited an outpatient clinic, ER, ...

  20. Three dimensional modelling of customer satisfaction, retention and loyalty for measuring quality of service

    OpenAIRE

    Pezeshki, Vahid

    2009-01-01

    This thesis was submitted for the degree of Doctor of Philosophy and awarded by Brunel University. The aim of this thesis is to propose a model that explains the relationship between customer satisfaction, retention and loyalty based on service quality attributes. The three elements of satisfaction, retention and loyalty towards products represent ongoing challenges for the corporate financial performance. Customer behaviour analysis (known as business intelligence or customer relationship...

  1. Measuring the Effectiveness of Sales Promotion Activities on Brand Loyalty: A Study on COCA COLA

    OpenAIRE

    Uma Shankar Singh; Osman Sahin

    2017-01-01

    The study is descriptive in nature measuring the effect and relationship in between sales promotion activities and brand loyalty. The study is done on COCA COLA brand in the open market. The research problem observed here as to measure the efficiency of sales promotion and brand loyalty to get the real effectiveness on sales promotion activities. The research objectives formulated are to know the importance of component of sales promotion activities, to know the effect of advertising on sales...

  2. ENHANCING BRAND EXPERIENCE ALONG WITH EMOTIONAL ATTACHMENT TOWARDS TRUST AND BRAND LOYALTY

    OpenAIRE

    Elia Ardyan; Heny Kurnianingsih; Ginanjar Rahmawan; Utomo Wibisono; Winata Winata

    2016-01-01

    Research on Samsung’s smartphone consumers in Surakarta, have aimed to (1) Test the influence of brand experience on brand trust; (2) Test brand beliefs on brand loyalty; (3) Test on emotional attachment brand experience; (4) Test emotional attachment on brand trust; (5) Test brand experience on brand loyalty. The sample of this research was obtained from 100 respondents who have purchased a Samsung smartphone with the number of the purchase more than once. Methods of analysis used in this s...

  3. THE IMPACT OF BRAND PERSONALITY ON BRAND PREFERENCE AND LOYALTY: EMPIRICAL EVIDENCE FROM MALAYSIA

    OpenAIRE

    Bamini KPD.Balakrishnan; Samuel Lee; Azlinda Shazneem Md.Shuaib; Najihah Hanisah Marmaya

    2009-01-01

    This article examines the roles of the perception of brand personality in consumers’ brand preference and loyalty. This research conducts a survey of 300 adults in Malaysia with regard to brand personality, brand preference and loyalty in investigating two foreign brand coffee outlets, Starbucks and Coffee Bean. A questionnaire was used to gather data from respondents in various cities in Malaysia using purposive and convenience sampling methods. Statistical tests including factor analysis,...

  4. Pengaruh Brand Personality Pada Brand Trust, Brand Attachment, Brand Commitment, Dan Brand Loyalty

    OpenAIRE

    Sabrina, Yana Anggi; Khoiriyah, Siti

    2011-01-01

    This study aims to examine the effect of brand personality on brand trust, brand attachment, brand commitment and brand loyalty. Structural Equation Modeling (SEM) is used as analytical method. This study used purposivesampling techniques for sampling, as many as 230 young people aged 18-21 years old who live in Surakarta and intends to be loyal to soft drink Coca-Cola brand. This study shows positive effect brand personality tobrand trust, brand commitment and brand loyalty; positive effect ...

  5. Brand personality and its influence on brand loyalty - Do sophisticated brands have more brand loyal customers?

    OpenAIRE

    Bekk, Magdalena; Skatulla, Veronika; Pösl, Miriam; Natter, Martin; Spörrle, Matthias

    2009-01-01

    Objectives. Creating loyal customers is one of the most important aims organisations have. However, most marketing departments try to create loyal customers through customer loyalty programmes only. This study aims at investigating the influence of the brand’s image (i.e., brand personality; Aaker, 1997) on brand loyalty. Method. Study 1 (N = 360) was used to derive a valid single-item measure from a multi-item scale for the three inter-culturally stable brand personality dimensions (sinc...

  6. Moderating Role of Product Involvement on the Relationship Between Brand Personality and Brand Loyalty

    OpenAIRE

    SUDDIN LADA; SAMSINAR MD. SIDIN; KENNY TEOH GUAN CHENG

    2014-01-01

    Drawing from observations by consumer behavior theorists and product involvement studies, the present study seeks to investigate the moderating role of product involvement on the relationship between brand personality and brand loyalty. A total of 958 respondents participated in this study. They completed a 14-items questionnaire to measure product involvement, and a 32-items and 16-items questionnaire to measure brand personality and brand loyalty respectively. Results suggest that the effec...

  7. A study on relationship of brand characteristics and customer satisfaction with brand loyalty

    OpenAIRE

    Ebrahim Zarepour Nasirabadi; Mohsen Nazem Bokaei

    2013-01-01

    Brands are considered as valuable assets of a company both economically and strategically. Thus, having customers who are loyal to a brand is one of the main goals of businesses companies. Identifying and anticipating the customers’ needs are vital to the enterprises gaining competitive advantage and market segmentation. Maintaining and enforcing customers’ loyalty is a strategic challenge for companies seeking to keep and promote their competitive status in the market. High brand loyalty of ...

  8. The Impact of Marketing Mix Towards Customer Loyalty Mediated by Customer Satisfaction of Blackberry Indonesia

    OpenAIRE

    Sukamto, Raymond; Lumintan, Daniel

    2015-01-01

    This research conducted to know the impact of Marketing Mix strategy toward customer loyalty mediated by customer satisfaction of Blackberry Indonesia. The data gathered using simple random sampling method and distribute questionnaires to 102 respondents who ever used or own Blackberry. The data then being analyzed by Path Analysis and Sobel Test The result shown that marketing mix simultaneously having significant impact toward customer loyalty mediated by customer satisfaction of Blackberry...

  9. THE IMPACTS OF PHILANTHROPY RESPONSIBILITY AND ETHICAL RESPONSIBILITY TOWARD CUSTOMER PURCHASE BEHAVIOR AND CUSTOMER LOYALTY

    OpenAIRE

    Kurniawati Chrisjatmiko; Danthy Margareth

    2018-01-01

    The purpose of this research is to analyze the impact of philanthropy responsibility and ethical responsibility towards customer purchase behavior and customer loyalty on fast food restaurants. The research was conducted by using quantitative research design and hypothetical testing to explore philanthropic responsibility, ethical responsibility, customer purchase behavior, and customer loyalty variables. Samples were taken from 186 respondents of employee population in Jakarta. Structural eq...

  10. Avoiding tax in South Africa’s retail industry via customer loyalty programs

    OpenAIRE

    Karen Odendaal; Teresa Calvert Pidduck

    2014-01-01

    The Medium Term Budget Policy Statement presented by the South African Minister of Finance in late 2013, highlighted that government expenditure substantially exceeded revenues collected. In investigating the possible broadening of the South African tax base as well as improving revenue administration, there is evidence of a gap in the taxation of customer loyalty programmes within many industries. The problem is that customer loyalty award credits are currently not being taxed by the revenue...

  11. Avoiding tax in South Africa’s retail industry via customer loyalty programs

    OpenAIRE

    Karen Odendaal; Teresa Calvert Pidduck

    2014-01-01

    The Medium Term Budget Policy Statement presented by the South African Minister of Finance in late 2013, highlighted that government expenditure substantially exceeded revenues collected. In investigating the possible broadening of the South African tax base as well as improving revenue administration, there is evidence of a gap in the taxation of customer loyalty programmes within many industries. The problem is that customer loyalty award credits are currently not being taxed by the revenue...

  12. Customer Engagement & Loyalty Cultivation Through Social Media : A Small Business Perspective

    OpenAIRE

    Starkenberg, Marilyn; Åman, Jacob; Magnusson, Kristin

    2013-01-01

    Background:  Social media is a constantly growing medium for communication that enables companies to interact with current and potential customers. It is of utmost importance that companies learn how to use social media in order to engage their customers, which will lead to greater customer loyalty. There is a large amount of literature on social media and customer loyalty separately, but not on how these subjects relate and interact. Therefore, the case study performed involving Mormor Magda...

  13. The Effect of Environmental Policy by Considering the Mediating Role of Customer Satisfaction and Loyalty

    OpenAIRE

    Safshekan, Sedigheh

    2014-01-01

    ABSTRACT: This thesis aimed to explore the effects of environmental policies (EP) on three dependent variables including customer satisfaction (CS), customer loyalty (CL) and market performance (MP). It also investigated the effects of employing EP on hotel market performance by considering the mediating role of customer satisfaction and customer loyalty in this relationship. Through a quantitative research method, a survey questionnaire administered to international tourists and managers of ...

  14. The relationship among image, satisfaction and loyalty – innovative factor of competitiveness for shopping centers

    OpenAIRE

    Abrudan, Ioana-Nicoleta; Plaias, Ioan; Dabija, Dan-Cristian

    2015-01-01

    Currently, most markets are characterized by high competition among shopping centers. Under these circumstances, the evolution in the competitiveness and performance of the centers is increasingly linked to the success in the innovation of current activities, which is aimed at improving their image and increasing customer satisfaction and loyalty. The purpose of the present research is to study the influence of innovation activities through the image components on behavioural loyalty, mediate...

  15. Pengaruh Experiential Marketing terhadap Customer Loyalty pada Pelanggan Restoran Koki Sunda di Pekanbaru

    OpenAIRE

    Novia, Vivi; Musfar, Tengku Firli

    2012-01-01

    This research is conducted to analyze the influence of experiential marketing to customer loyalty at Koki Sunda restaurant in Pekanbaru. The population of the research is the customer of Koki Sunda restaurant. The amount of sample selected three hundred ninty three costumers by using purposive sampling. The research consists of a dependent variable that is customer loyalty and five independent variables which are dimension of experiential marketing: sense, feel, think, act and relate. Data an...

  16. BUILDING CUSTOMER LOYALTY THROUGH IMPROVING SERVICE QUALITY- CASE: PIZZA BRAVO, KOUVOLA, FINLAND.

    OpenAIRE

    Nguyen Linh, Phuong; Do Thu, May

    2012-01-01

    Apparently, customer loyalty is regarded as one of the most crucial factors or “key performance indicators” for any business in general to exist and stay consolingly in the competitive business world. Furthermore, due to the contentment and good service quality, the corporation could retain the faithfulness from its consumers. As a result, the objective of this thesis is to widen a better scope of customer loyalty and how it can be obtained through good service quality. The theoretical f...

  17. The Effect of Service Quality on Patient loyalty: a Study of Private Hospitals in Tehran, Iran

    OpenAIRE

    Arab, M; Tabatabaei, SM Ghazi; Rashidian, A; Forushani, A Rahimi; Zarei, E

    2012-01-01

    Background: Service quality is perceived as an important factor for developing patient’s loyalty. The aim of this study was to determine the hospital service quality from the patients’ viewpoints and the relative importance of quality dimensions in predicting the patient’s loyalty. Methods: A cross-sectional study was conducted in 2010. The study sample was composed of 943 patients selected from eight private general hospitals in Tehran. The survey instrument was a questionnaire included 24 i...

  18. Moderating impact of tourism relationship management dimensions on tourism service quality, tourist satisfaction and destination loyalty

    Directory of Open Access Journals (Sweden)

    Arup Kumar Baksi

    2014-04-01

    Full Text Available This study attempts to assess the moderating impact of recently introduced tourist relationship management (TRM framework on service quality perception-tourist satisfaction-destination loyalty link. Tourist relationship management framework draws inspiration from customer relationship management (CRM model with validated addition of dimensions compatible to tourism dynamics. The study, carried out in Santiniketan, India, confirmed moderating impact of dimensional performance of tourist relationship management on perceived tourism service quality-tourist satisfaction-destination loyalty link.

  19. THE INFLUENCE OF CORPORATE IMAGE, SERVICE QUALITY, PERCEIVED VALUE TOWARD STUDENT SATISFACTION AND STUDENT LOYALTY

    OpenAIRE

    Gatri Lunarindiah

    2018-01-01

    Student satisfaction and student loyalty are important factors in business education. This research was conducted with the goal to test and analyze the influence of corporate image, service quality and perceived value on student satisfaction and student loyalty. The object of the sample is students of the Economics and Business Faculty of Trisakti University as many as 150 respondents and the analysis was done by using the method of Structural Equaton Model (SEM) producing conclusion that the...

  20. Effect of Customer Loyalty on Nigeria Mobile Telecom Operators: Case of MTN Nigeria

    OpenAIRE

    Williams, Taiwo A

    2012-01-01

    Abstract Customer loyalty has been a subject of investigation for many years in the service industry in the more developed countries of the world and in the academic circles with its importance to business success being understood by managers. The purpose of this paper is to establish how customer satisfaction impacts loyalty amongst subscribers of telecommunications services in Nigeria specifically looking at one of the first Mobile communications companies in Nigeria (MTN Nigeria). F...