Petros Tomaras

A Simulation Model for Measuring Customer Satisfaction through Employee Satisfaction

Customer satisfaction is defined as a measure of how a firms product or service performs compared to customers expectations. It has long been a subject of research due to its importance for measuring marketing and business performance. A lot of models have been developed for its measurement. This paper propose a simulation model using employee satisfaction as one of the most important factors leading to customer satisfaction (the others being expectations and disconfirmation of expectations). Data obtained from a two‐year survey in customers of banks in Greece were used. The application of three approaches regarding employee satisfaction resulted in greater customer satisfaction when there is serious effort to keep employees satisfied.

Investigating the consumer-brand relationships' development for technology-mediated self-services using the relationship commitment paradigm

The current study proposes the combination of two well-established theoretical streams of the relationship commitment paradigm: the relationship investment model and the commitment-trust theory to explain brand loyalty of technology-mediated self-services users. Data were collected from a survey of 573 customers of mobile internet service providers and were analysed using PLS. The results indicated that brand loyalty is determined by commitment towards the provider, which, in turn, is influenced by the consumer-brand relationship components of trust, satisfaction, investment size, and quality of alternatives. Finally, both trust and investment size enhance the impact of customer satisfaction on relationship commitment, meaning that satisfied customers have confidence to their providers, and they are willing to invest and become committed to this relationship. Theoretical and managerial implications, limitations and suggestions for further research are provided at the end of the study.

New Technology And International Marketing Of Services: Providing Evaluated Tourism Websites Information Through The Internet Using The Electre Ii Method

AbstractThe changing business environment offers opportunities for new services to be marketed globally. A new service is the provision (through the Internet) of information to travelers in the form of pre-evaluated and compared tourism websites so as to save time and have valid input for their decision-making. This can be achieved by the proposed and described ELECTRE II method.

THE USAGE OF RICH INTERNET APPLICATIONS (RIAs) AS A METHOD FOR ENHANCING CUSTOMER EXPERIENCE

AbstractAs the penetration of the high speed broadband internet access increases, Web applications continue to evolve and stretch the boundaries in terms of utility, content and user experience. Rich Internet Application (RIA) is the next logical step in this evolutionary process.

International Marketing Of Services And New Technology: An Application Of Tourism Websites Evaluation With The Electre Ii Method

AbstractA new global service of providing travelers with information in the form of pre-evaluated tourism websites through the Internet can be offered by using the ELECTRE II method. A set of criteria that have been identified by the literature review is the basis for this method. Each criterion is given a weighting. An example of five evaluated websites is presented.

The Values System in the Franchising Entrepreneurship

This paper examines the values system delimiting the entrepreneurial activity. The total of these entrepreneurial activities is defined within the franchising framework. The reason for choosing to examine these activities is that franchising is considered to be a rather special kind of entrepreneurship. By this way, it can be examined whether specific entrepreneurial values are required in order to turn to franchising, or it concerns a strategic entrepreneurial choice which is independent from the value standards.