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Customer satisfaction is a significant issue for most marketers. Previous research has identified various factors that determine customer satisfaction in retail banking sector in Western countries. The current paper reports findings from a survey, which looked into determinants of customer satisfaction in the retail banking in Pakistan. A total of 300 questionnaires were randomly distributed to customers of a specific bank in Pakistan. Results indicate that there was a strong relationship between service quality and customer satisfaction. There was, however, no relationship between customer satisfaction and tangible aspects of the service environment. The paper discusses implications for bank management.

Examines the extent to which a variety of widely utilized consumer behavior concepts are systematically related. States that within marketing, consumer behaviour research appears to lack structure and direction.Attempts to determine the nature of the interrelationships which exist between different widely examined classical consumer concepts and provides some discussion regarding the findings including areas for further comparison.

With the growth of worldwide e‐commerce, companies are increasingly targeting foreign online consumers. However, there is a dearth of evidence as to whether global consumers prefer to browse and buy from standardized global web sites or web sites adapted to their local cultures. This study provides evidence from five different countries as to whether global consumers prefer local web content or standardized web content. The study also measures how the degree of cultural adaptation on the web affects consumer perception of site effectiveness.

The research presented in this study replicates and extends the QSport-10 scale proposed by Rial, Varela, Rial and Real in their 2010 study, by incorporating the Programme dimension into the original measurement of service quality in Physical Activity and Sports Centres (PSCs). The objective of this research is to examine the dimensionality of the QSport-10 scale and extend it to capture the additional Programme service quality dimension. Study results confirmed the dimensionality of the service quality measurement offered by the QSport-10 scale and presented strong empirical support for the existence of Programme, Installations and Staff dimensions. Programme dimension was considered the most important factor for the largest consumer segment in the study.

The clear specification of leadership efforts spanning levels of analysis has lagged behind leadership research in general. Simulation modeling, such as agent-based modeling, provides research platforms for exploring these interesting issues. This chapter uses agent-based models, along with Dionne and Dionne's (2009) choices of leadership styles, to examine the impact of those styles on the generation of an emergent group resource, context-for-learning (CFL), instead of the specific task outcome (group decision making) described by Dionne and Dionne. Consistent effectiveness is found across leadership styles for workgroups with high and slightly lower initial individual levels of a CFL. A second agent-based model includes the ability of agents to forget previous learned skills and reveals a reduced effectiveness of all leadership styles. However, the effectiveness of the leadership styles differs between the two outcomes (the specific group task model and the emergent group resource model). Reasons for these differences are explored, and implications from the comparisons of the two models are delineated.

Coupons, in the form of “promotion codes”, are now a mainstay of the online shopping experience, but online coupon redemption differs substantively from that in traditional retailing. Offline redemption of coupons is customer‐initiated while Internet shoppers are usually prompted to enter a code towards the conclusion of the checkout process. This prompting may influence shopper perceptions and behaviors such as shopping cart abandonment. Results showed strong negative effects on price fairness, satisfaction, and purchase completion in the code‐absent group and positive effects on fairness and satisfaction in the code‐present group. Presents implications for effective market segmentation through the use of online coupon codes.