The impact of new technologies on customer satisfaction and business to business customer relationships: Evidence from the soft drinks industry

Ryding, Daniella

doi:10.1016/j.jretconser.2010.03.008

Cited by 39 publications

(21 citation statements)

References 20 publications

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“…Based on the results it may be asserted that the more the TMC of Pakistani university librarians is, the more will be their JS. The findings of this study supported the previous results such as Long (1993); Attar and Sweis (2010); Safahieh and Asemi (2010);Meyer (2006);and Ryding (2010). These studies reported a significant association of technological skills with JS.…”

Section: Discussionsupporting

confidence: 92%

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Technology Management Competencies and Job Satisfaction of Pakistani University Librarians: An Empirical Assessment of Relationship

Khan¹,

Masrek²

2015

jmr

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This research study examined the relationship of TMC with JS of Pakistani university librarians. A randomly selected sample of 225 Pakistani university librarians was used to test the relationship of four dimensions of TMC with general JS. Findings indicated a positive significant relationship of all variables of TMC with JS. Results further showed information assurance and security skills as the strongest predictor of JS while library content management system skills as the weakest contributor of JS. These results are consistent with the previous findings. TMC plays a significant role towards librarians' job performance and may be used to enhance their JS. This research broadens the scope of these two constructs

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Section: Discussionsupporting

confidence: 92%

“…Likewise, Meyer (2006) identified a positive and significant relationship between IT skills and JS. According to Ryding (2010), technology is associated with satisfaction and is beneficial for firms.…”

Section: The Relationship Of Tmc With Jsmentioning

confidence: 99%

Technology Management Competencies and Job Satisfaction of Pakistani University Librarians: An Empirical Assessment of Relationship

Khan¹,

Masrek²

2015

jmr

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“…Moreover, dynamic business environments and increasing customer power have pushed firms toward a customer-focused strategy, especially using new technology to build relationships with the customer (Ryding, 2010). As a result, excellent business processes and intangible assets such as brands, customer satisfaction, and powerful human resources might become the most essential sources of sustainable competitive advantages (Chien & Tsai, 2012;Teece, 2007;Wang & Ahmed, 2007).…”

Section: Introductionmentioning

confidence: 99%

The Relationship between Service Quality, Customer Satisfaction and Customer Loyalty: An Investigation in Vietnamese Retail Banking Sector

Ngo¹,

Nguyen²

2016

JOC

140

113

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This study develops and empirically tests the interrelationships between service quality, customer satisfaction, and customer loyalty in a retail banking context. Increasingly intense competitiveness and fundamental changes in the business environment nowadays are forcing firms to implement a customer-focused strategy which raises the importance of customer-related constructs such as customer satisfaction, service quality, and customer loyalty in explaining a firm's performance. In particular, they are essential for competitiveness in industries where the exchanges are complex and customers are closely involved in the decision-making process, such as the banking industry. In this study, first, a research model about the interrelationships between service quality, customer satisfaction, and customer loyalty is suggested. Then a survey is conducted with retail banking customers about these constructs, which results in 261 valid respondents. The hypotheses are then proposed and tested using confirmatory factor analysis (CFA) and the structural equation modelling technique (SME). The analysis reveals that service quality and customer satisfaction are important antecedents of customer loyalty and customer satisfaction mediates the effects of service quality on customer loyalty. These findings suggest that there are non-linear relationships between three constructs and emphasize the need to treat customer loyalty management as a process which includes plenty of factors interacting with each other.

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“…A strong competitiveness is observed in both quantity and quality and it is extremely difficult for a firm to differentiate itself from its competitors. However dynamic business environments and increasing customer power have pushed firms toward a customer-focused strategy, especially using new technology to build relationships with the customer (Ryding, 2010). There is a recurrent struggle for existence and survival in the wake of deep competition, drastically changing customer attitudes and expectation levels.…”

Section: Literature Review:-mentioning

confidence: 99%

Impact of Shopper, Store and Situational Factors on Satisfaction and Loyalty of Customers.

Bhatti¹,

Fatima²,

Mehta³

2017

IJAR

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The impact of new technologies on customer satisfaction and business to business customer relationships: Evidence from the soft drinks industry

Cited by 39 publications

References 20 publications

Technology Management Competencies and Job Satisfaction of Pakistani University Librarians: An Empirical Assessment of Relationship

Technology Management Competencies and Job Satisfaction of Pakistani University Librarians: An Empirical Assessment of Relationship

The Relationship between Service Quality, Customer Satisfaction and Customer Loyalty: An Investigation in Vietnamese Retail Banking Sector

Impact of Shopper, Store and Situational Factors on Satisfaction and Loyalty of Customers.

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