746
Views
4
CrossRef citations to date
0
Altmetric
Original Articles

Improving candy industry competitiveness: Retailers’ perception regarding customer satisfaction

, &

References

  • Ali, S. S., & Dubey, R. (2014). Redefining retailer’s satisfaction index: A case of FMCG market in India. Procedia-Social and Behavioral Sciences, 133, 279–290. doi:10.1016/j.sbspro.2014.04.194
  • Andersen, B. V., & Hyldig, G. (2015). Consumers’ view on determinants to food satisfaction. A Qualitative Approach. Appetite, 95, 9–16. doi:10.1016/j.appet.2015.06.011
  • Anselmsson, J. (2006). Source of customer satisfaction with shopping malls: A comparative study of different customer segments. The International Review of Retail, Distribution and Consumer Research, 16(1), 115–138. doi:10.1080/09593960500453641
  • Arnold, J., & Silvester, J. (2005). Work psychology: Understanding human behaviour in the workplace. London, NY: Pearson Education.
  • Baki, B., Sahin Basfirinci, C., Murat, AR, I., & Cilingir, Z. (2009). An application of integrating SERVQUAL and Kano’s model into QFD for logistics services: A case study from Turkey. Asia Pacific Journal of Marketing and Logistics, 21(1), 106–126. doi:10.1108/13555850910926272
  • Berger, C., Blauth, R., Boger, D., Bolster, C., Burchill, G., DuMouchel, W., … & Timko, M. (1993) Kano’s methods for under- standing customer-defined quality. Center for Quality Management Journal, 2(4), 3–35.
  • Boekema, J. J., Bueren Van, E. B., Lobstein, S., Oosterhuis, A. & Schweitzer, P. (1995). Basisboek Marketing (Basic Book of Marketing). Derde druk, Groningen, NL: Wolters-Noordhoff.
  • Borden, N. H. (1964). The concept of the marketing mix. Journal of Advertising Research, 4(2), 2–7.
  • Brassington, F., & Petitt, S. (2005). Principles of marketing. London, NY: FT Prentice Hall.
  • Cheng, J. L., & Kesner, I. F. (1997). Organizational slack and response to environmental shifts: The impact of resource allocation patterns. Journal of Management, 23(1), 1–18. doi:10.1177/014920639702300101
  • Choi, E. K., Wilson, A., & Fowler, D. (2013). Exploring customer experiential components and the conceptual framework of customer experience, customer satisfaction, and actual behavior. Journal of Foodservice Business Research, 16(4), 347–358. doi:10.1080/15378020.2013.824263
  • Constantinides, E. (2006). The marketing mix revisited: Towards the 21st century marketing. Journal of Marketing Management, 22(3–4), 407–438. doi:10.1362/026725706776861190
  • Cooil, B., Keiningham, T. L., Aksoy, L., & Hsu, M. (2007). A longitudinal analysis of customer satisfaction and share of wallet: Investigating the moderating effect of customer characteristics. Journal of marketing, 71(1), 67–83.
  • Davis, M. M., & Heineke, J. (1998). How disconfirmation, perception and actual waiting times impact customer satisfaction. International Journal of Service Industry Management, 9(1), 64–73. doi:10.1108/09564239810199950
  • Deng, X. (2013). An efficient hybrid artificial bee colony algorithm for customer segmentation in mobile E-commerce. Journal of Electronic Commerce in Orgaization (JECO), 11(2), 53–63. doi:10.4018/jeco.2013040105
  • Dominici, G., & Guzzo, R. (2010). Customer satisfaction in the hotel industry: A case study from sicily. International Journal of Marketing Studies, 2(2). doi:10.5539/ijms.v2n2p3
  • Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. The Journal of Marketing, 56, 6–21. doi:10.2307/1252129
  • Guozheng, Z., Yun, C., & Chuan, F. (2006). A study on the relation between enterprise competitive advantage and CRM based on data mining. International Technology and Innovation Conference 2006 (ITIC 2006). doi:10.1049/cp:20061042
  • Hackl, P., Scharitzer, D., & Zuba, R. (2000). Customer satisfaction in the Austrian food retail market. Total Quality Management, 11(7), 999–1006. doi:10.1080/09544120050135524
  • Heiens, R. A., & Pleshko, L. P. (2008). Categories of customer loyalty: An application of the customer loyalty classification framework in the fast food hamburger market. Journal of Food Products Marketing, 3(1), 1–12. doi:10.1300/J038v03n01_01
  • Herzberg, F. (1965). The motivation to work among Finnish supervisors. Personnel Psychology, 18(4), 393–402. doi:10.1111/peps.1965.18.issue-4
  • Hult, G. T. M., Morgeson, F. V., Morgan, N. A., Mithas, S., & Fornell, C. (2017). Do managers know what their customers think and why? Journal of the Academy of Marketing Science, 45(1), 37–54. doi:10.1007/s11747-016-0487-4
  • Jiang, H., & Zhang, Y. (2016). An investigation of service quality, customer satisfaction and loyalty in China’s airline market. Journal of Air Transport Management, 57(C), 80–88. doi:10.1016/j.jairtraman.2016.07.008
  • Jones, M. A., Reynolds, K. E., & Arnold, M. J. (2006). Hedonic and utilitarian shopping value: Investigating differential effects on retail outcomes. Journal of Business Research, 59(9), 974–981.
  • Jung, J. H., Brown, T. J., & Zablah, A. R. (2017). The effect of customer-initiated justice on customer-oriented behaviors. Journal of Business Research, 71, 38–46. doi:10.1016/j.jbusres.2016.10.019
  • Kanning, U. P., & Bergmann, N. (2009). Predictors of customer satisfaction: Testing the classical paradigms. Managing Service Quality: An International Journal, 19(4), 377–390. doi:10.1108/09604520910971511
  • Kano, N. (1984). Attractive quality and must-be quality. Journal of The Japanese Society for Quality Control, 14, 39–48.
  • Kavoosi, M., & Saghaei, A. (2005). Measuring the customer satisfaction methods. Tehran: Sabzan Publication.
  • Kim, H., Kim, Y., Jolly, L., & Fairhurst, A. (2010). The role of love in satisfied customers’ relationships with retailers. The International Review of Retail, Distribution and Customer Research, 20(3), 285–296.
  • Kotler, P. (2003). Marketing management (11th ed.). Upper Saddle River, NJ: Prentice Hall International Editions.
  • Kotler, P., Jatusripitak, S., & Maesincee, S. (1998). The marketing of nations: a strategic approach to building national wealth. Choice Reviews Online, 35(05), 2832.
  • Lahapa, L., Ramlib, N. S., Saidc, N. M., Radzid, S. M., & Adli Zain, R. (2016). A study of brand image towards customer’s satisfaction in the Malaysian hotel industry. Social and Behavioral Sciences, 224, 149–157.
  • Lee, Y., & Huang, S. (2009). A new fuzzy concept approach for Kano’s model. Expert Systems with Applications, 36(3), 4479–4484.
  • Lülfs-Baden, F., Bolten, J., Kennerknecht, R., & Spiller, A. (2009). Perspectives of small retailers in the organic market: Customer satisfaction and customer enthusiasm. Journal of Food Products Marketing, 15(3), 267–282. doi:10.1080/10454440902907953
  • Matzler, K., & Hinterhuber, H. H. (1998). How to make product development projects more successful by integrating Kano’s model of customer satisfaction into quality function deployment. Technovation, 18(1), 25–38. doi:10.1016/S0166-4972(97)00072-2
  • McCarthy, E. J. (1964). Basic marketing, Richard D (p. 181). Homewood, IL: Irwin.
  • Meng, Q., Jiang, X., He, L., & Guo, X. (2015). Integration of fuzzy theory into Kano model for classification of service quality elements: A case study in a machinery industry of China. Journal of Industrial Engineering and Management, 8(5), 1661. doi:10.3926/jiem.1708
  • Mikulić, J., & Prebežac, D. (2011). A critical review of techniques for classifying quality attributes in the Kano model. Managing Service Quality: An International Journal, 21(1), 46–66. doi:10.1108/09604521111100243
  • Mulhern, F. J. (1997). Retail marketing: From distribution to integration. International Journal of Research in Marketing, 14(2), 103–124. doi:10.1016/S0167-8116(96)00031-6
  • Pawitra, T. A., & Tan, K. C. (2003). Tourist satisfaction in Singapore–a perspective from Indonesian tourists. Managing Service Quality: An International Journal, 13(5), 399–411. doi:10.1108/09604520310495868
  • Petersen, J. A., Kumar, V., Polo, Y., & Sese, F. J. (2017). Unlocking the power of marketing: Understanding the links between customer mindset metrics, behavior, and profitability. Journal of the Academy of Marketing Science, 1–24. doi:10.1007/s11747-017-0554-5
  • Pham, T. S. H., & Ahammad, M. F. (2017). Antecedents and consequences of online customer satisfaction: A holistic process perspective. Technological Forecasting and Social Change, 124, 332–342. doi:10.1016/j.techfore.2017.04.003
  • Pleshko, L., & Heinens, R. (2015). Customer satisfaction and loyalty in the Kuwaiti retail services market: Why are satisfied buyers not always loyal buyers? The International Review of Retail, Distribution and Consumer Research, 25(1), 55–71. doi:10.1080/09593969.2014.880936
  • Rousey, S. P., & Morganosky, M. A. (1996). Retail format change in US markets. International Journal of Retail & Distribution Management, 24(3), 8–16. doi:10.1108/09590559610147883
  • Sim, J., Mak, B., & Jones, D. (2006). A model of customer satisfaction and retention for hotels. Journal of Quality Assurance in Hospitality & Tourism, 7(3), 1–23. doi:10.1300/J162v07n03_01
  • Sleep, S., Bharadwaj, S., & Lam, S. K. (2015). Walking a tightrope: The joint impact of customer and within-firm boundary spanning activities on perceived customer satisfaction and team performance. Journal of the Academy of Marketing Science, 43(4), 472–489. doi:10.1007/s11747-014-0395-4
  • Ster, Van Der, W. (1993). Marketing en Detailhandel (Marketing and Retailing) (p. 328). Groningen, The Netherlands: Wolters-Noordhoff.
  • Susanti, C. (2013). The effect of product quality and service quality towards customer satisfaction and customer loyalty in traditional restaurants in East Java. In P. Mandal (Ed.), Proceedings of the International Conference on Managing the Asian Century (pp. 383–393). doi:10.1007/978-981-4560-61-0_43
  • Tan, K. C., & Pawitra, T. A. (2001). Integrating SERVQUAL and Kano’s model into QFD for service excellence development. Managing Service Quality: An International Journal, 11(6), 418–430. doi:10.1108/EUM0000000006520
  • Tan, K. C., & Shen, X. X. (2000). Integrating Kano’s model in the planning matrix of quality function deployment. Total Quality Management, 11(8), 1141–1151. doi:10.1080/095441200440395
  • Tsiptsis, K. K., & Chorianopoulos, A. (2011). Data mining techniques in CRM: Inside customer segmentation. Somerset: John Wiley & Sons. doi:10.1002/9780470685815
  • Vargo, S. L., & Lusch, R. F. (2016). Institutions and axioms: An extension and update of service-dominant logic. Journal of the Academy of Marketing Science, 44(1), 5–23. doi:10.1007/s11747-015-0456-3
  • Witell, L., & Löfgren, M. (2007). Classification of Quality Attributes. Managing Service Quality: An International Journal, 17(1), 54–73. doi:10.1108/09604520710720674
  • Winnie, Y. L. W., & Kanji, G. K. (2001). Measuring customer satisfaction: Evidence from Hong Kong retail banking industry. Total Quality Management, 12(7–8), 939–948.
  • Woodruff, R. B. (1997). Customer value: The next source for competitive advantage. Journal of the Academy of Marketing Science, 25(2), 139–153.

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.