Nha Nguyen

• University of Moncton

The present study contributes to the understanding of the influence of service employees and the tangible components of the service production and delivery system on perceptions of quality improvement efforts in a service organization. A hierarchical multiple regression with interaction analysis was performed on data collected from a convenience sa...

The present study contributes to the understanding of the role of two major components of the service production and delivery system in reinforcing the perceived corporate reputation. Specifically, the purpose of this study is to assess the combined effects of service offering and service employees on customers’ perception of corporate reputation....

The present study aims to investigate how service employees’ competence and benevolence can influence customer loyalty. A hierarchical multiple regression with interaction analysis was performed on data collected from 1296 customers in a financial service provider. The results show a significant interaction between competence and benevolence in the...

The purpose of this study is to identify informational elements used in customers' perceptions of a service organisation's innovativeness, specifically in the context of higher education. With data collected from 445 university students, the results show that the information is related to service offering and contact personnel. Essentially, it is p...

The review of the literature reveals various relationships between the constructs of social identity, customer trust, and customer loyalty. Such results lead to questioning the nature of the conceptual structure that would include these constructs as well as their interrelationships in a structural model. From this perspective, the purpose of this...

Purpose The purpose of this study is to investigate the contribution of benevolence as a moderator variable that enhances the effect of service employees' competence on the customer's perception of a service firm's image. Design/methodology/approach A hierarchical multiple regression analysis was performed on data collected from 445 customers in a...

In the context of service management, contact personnel are considered as a crucial element that determines the success of the service delivery process. From the perspective of marketing relationship, the performance of contact personnel helps to attract target groups and define corporate reputation. The purpose of the present study is to assess, w...

Résumé Cet article apporte une contribution empirique à la mesure de la satisfaction dans les services par une démarche qui permet de comprendre ce qui provoque cette satisfaction chez l'utilisateur d'un service nécessitant la présence physique et la participation de ce dernier à la prestation. Les résultats obtenus d'une enquěte menée auprès des 1...

Résumé Le présent article se propose par un processus rétrospectif d'identifier un ensemble d'éléments d'information utilisés par les nouveaux clients dans leur perception de l'image d'une entreprise de service. Les résultats obtenus lors d'une enquěte menée auprès de 474 clients nouvellement acquis d'une compagnie d'assurance‐vie mettent en relief...

The purpose of this article is to identify the information used by credit union members in evaluating the image of their service organizations. With data collected from two credit unions in Canada and in Mexico, the results show that in both countries cooperative value, organizational culture and identity, contact personnel and physical environment...

The purpose of this article is to test the impact of cues related to service workers and servicescape on the perception of corporate image by clients in hospitality services. With data collected from two service industries, namely 409 customers of a hotel and 277 clients of a travel agency, and the use of hierarchical multiple regression analysis c...

Building a More Solid Business Reputation Business reputation is used by the seller as a sales argument and is regarded by the purchaser as a gauge of the quality of the goods or services purchased. It is thus essential to build and safeguard a solid business reputation, and to enhance this reputation to gain a competitive advantage. In this articl...

L’objectif de la présente étude consiste à examiner, à l’aide des données recueillies auprès d’un échantillon de 487 membres et clients des magasins « Coop », le rôle de la réputation et de l’image institutionnelles dans la formation de la fidélité de la clientèle. Les résultats obtenus révèlent une influence importante de la réputation et de l’ima...

The purpose of this article is to evaluate empirically the impact of contact personnel and physical environment on the perception of corporate image by new clients by using the hierarchical multiple regression analysis capable of exploring the potential presence of higher order and interaction terms. With data collected in two service industries, n...

With data collected from 395 students of a business school, investigates the role of institutional image and institutional reputation in the formation of customer loyalty. The results indicate that the degree of loyalty has a tendency to be higher when perceptions of both institutional reputation and institutional image are favourable. The results...

In the present competitive environment, corporate reputation and corporate image are acknowledged as having the potential to impact on customer loyalty toward the firm. However, the literature reveals that the precise nature of the relationships that exist between reputation and image and the understanding of their effect on customer behaviour rema...

Examines the concept of perceived value with data collected from 1,323 members in four retail co-operatives. A set of six factors was found to have effect on members’ perceptions of the value of products and services they received from their retail co-ops. In descending order of importance these factors are: the co-operative form of organisation, c...

This article examines the concept of service value in business education with data collected from 402 students of a small business school. A set of factors were found to impact on students’ evaluation of value during their educational experience. More precisely, the results indicate that the relationship between price and quality, the knowledge acq...

From a retrospective perspective, this study investigates the concept of corporate image in intangible services with data collected from 474 new clients of a life insurance company. The study identifies a set of four factors that signal image to customers, namely in order of importance, the quality of service, the physical environment where the ser...

A conceptual framework is proposed that investigates the effects of customer satisfaction, service quality, and value on perceptions of corporate image and customer loyalty towards the service firm. To test the framework, structural equation modelling techniques are applied to data collected from 1,224 customers in the banking services industry. Th...

Examines the concept of service quality in business education with data collected from 388 students. Identifies seven factors which influence student evaluations of service quality. In descending order of importance these factors are: reputation, administrative personnel, faculty, curriculum, responsiveness, physical evidence and access to faciliti...

This paper presents the results of an exploratory study on how travellers form impressions of the image projected by a prestigious hotel, with data collected from 409 respondents. The main purpose of the study is to gain more insight into the cues used by travellers evaluating corporate image in the context of an intangible service offering, and to...

Investigates the concept of corporate image in intangible services with data collected from 342 customers of a financial institution. Identifies four factors that explain customers’ perceptions of image. Highlights the implications for tracking and building corporate image in service firms.

Investigates the concept of corporate image in intangible services with data collected from 342 customers of a financial institution. Identifies four factors that explain customers' perceptions of image. Highlights the implications for tracking and building corporate image in service firms.

L'image institutionnelle, considérée comme un outil de promotion efficace en milieu concurrentiel, peut aussi être mise à profit par les universités dans leur stratégie de positionnement. Contrairement à la plupart des études antérieures sur l'image des établissements scolaires, qui sont de nature descriptive et souvent dénuées de vérification empi...

Les principaux modèles existants de la qualité des services mettent en relief deux facteurs explicatifs: l'image de l'entreprise et la performance du personnel en contact. Le modèle présenté dans cet article en propose trois autres, l'organisation interne, le support physique et la satisfaction du consommateur pour former une structure de relations...

Une etude empirique menee aupres de 274 clients de deux agences de voyages a permis de degager un ensemble d’elements d’information privilegies par ces clients dans leur evaluation du service recu. Ces elements d’information utilises comme indices de qualite resident dans la satisfaction du client, sa perception des composantes de la «servuction» t...

Increasing competition on international markets has led many companies to consider quality as a strategic tool capable of influencing market share and return on investment. Yet a review of the marketing literature reveals a serious lack of explanatory and empirical studies on the concept of quality and its related phenomena as it applies to the ser...