DC FieldValueLanguage
dc.contributor.authorZondiros, Dimitris-
dc.contributor.authorKonstantopoulos, Nikolaos-
dc.contributor.authorTomaras, Petros-
dc.date.accessioned2024-04-12T13:07:55Z-
dc.date.available2024-04-12T13:07:55Z-
dc.date.issued2007-12-01-
dc.identifierscopus-71449101852-
dc.identifier.isbn9780735404786-
dc.identifier.issn15517616-
dc.identifier.issn0094243X-
dc.identifier.other71449101852-
dc.identifier.urihttps://uniwacris.uniwa.gr/handle/3000/2004-
dc.description.abstractCustomer satisfaction is defined as a measure of how a firm's product or service performs compared to customer's 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.en_US
dc.language.isoenen_US
dc.relation.ispartofProceedings of the International Conference on Computational Methods in Science and Engineering 2007 (ICCMSE 2007)en_US
dc.subjectBusiness & managementen_US
dc.subjectCustomer satisfactionen_US
dc.subjectEmployee satisfactionen_US
dc.subjectInternal customersen_US
dc.subjectMarketingen_US
dc.subjectSimulation modelen_US
dc.titleA simulation model for measuring customer satisfaction through employee satisfactionen_US
dc.typeConference Paperen_US
dc.relation.conferenceInternational Conference on Computational Methods in Science and Engineering 2007 (ICCMSE 2007), 25–30 September 2007, Corfu Island, Greeceen_US
dc.identifier.doi10.1063/1.2835931en_US
dc.identifier.scopus2-s2.0-71449101852-
dcterms.accessRights0en_US
dc.relation.deptDepartment of Business Administrationen_US
dc.relation.facultySchool of Administrative, Economics and Social Sciencesen_US
dc.relation.volume963en_US
dc.relation.issue2en_US
dc.identifier.spage1086en_US
dc.identifier.epage1089en_US
dc.collaborationUniversity of West Attica (UNIWA)en_US
dc.subject.fieldSocial Sciencesen_US
dc.journalsSubscriptionen_US
dc.publicationPeer Revieweden_US
dc.countryGreeceen_US
local.metadatastatusverifieden_US
item.fulltextNo Fulltext-
item.grantfulltextnone-
item.openairetypeConference Paper-
item.languageiso639-1en-
item.cerifentitytypePublications-
item.openairecristypehttp://purl.org/coar/resource_type/c_18cf-
crisitem.author.deptDepartment of Business Administration-
crisitem.author.facultySchool of Administrative, Economics and Social Sciences-
crisitem.author.parentorgSchool of Administrative, Economics and Social Sciences-
Appears in Collections:Book Chapter / Κεφάλαιο Βιβλίου
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