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Customer satisfaction in a service encounter mainly depends on quality of the service provided. However, technological advancements and higher internet usage rates led to an over dependence of customers to social media. A research to identify the role played by information in the formation of satisfaction in service encounters is warranted. Thus, this study aims to examine the importance given by customers to various types of information in evaluating a service encounter and attempts to conceptualize the hierarchical process of formation, retention and modification of customer satisfaction under perceived information importance.

Perceptions of 385 bank customers were collected on their information-seeking behavior (ISB), importance of information on satisfaction, satisfaction modification intentions (SMI) and loyalty using a structured questionnaire. A variance-based structural equation modeling helped to identify significant linkages among variables such as satisfaction developers, satisfaction retainers, satisfaction modifiers, ISB, SMI and information allied loyalty.

The study could identify three distinct dimensions such as developers, retainers and modifiers for satisfaction construct under perceived importance to information measured using various attributes relevant to a service setting. ISB of customer emerged as an antecedent that cause paradigm changes in satisfaction as well as loyalty feel. The study could also establish that SMI significantly moderates loyalty from satisfaction dimensions even though intensities are different.

Theoretically, this study examined the manner in which information intervenes in the satisfaction–loyalty link, but many predispositions of the customer about service capabilities of the service provider might have critically influenced their modification intentions.

Providing customers with consistent and reliable information is critical to the development of stable satisfaction judgements. Understanding the true impact of information and its role in modifying satisfaction can help marketers to fine tune their strategies for effective relationship management. Now, to remain competitive, firms must constantly analyze the implications of emerging information and the importance customers assign to such information.

This paper helped marketers to identify new areas to focus their attention to ensure lasting customer loyalty.

This paper aims to present a new design for removable partial dentures (RPDs) for partially edentulous patients to improve the efficiency and quality of RPD manufacturing. Additive and subtractive manufacturing technologies and zirconium silicate micro-ceramic bonding in the aesthetic zone are used herein.

A case was presented. First, RPD digital definitive casts were acquired, and then digital frameworks with crown retainers and digital crowns were obtained by computer-aided design (CAD). The titanium alloy frameworks and resin crowns were fabricated by three-dimensional (3D) printing and computer-aided manufacturing (CAM) processes, respectively. The crowns adhered to the crown retainers. Ceramage bonding was used to reform the gingival anatomy in the aesthetic zone during the fabrication of the RPDs. The finished RPDs were assessed by a clinician and delivered to the patient.

The RPDs were conventionally assessed by a clinician, were deemed to be accurate and satisfied both the patient and clinician.

This novel method provides a way to fabricate RPDs with a combination of additive and subtractive manufacturing technologies. The design of the framework was different from that of a conventional framework because it contained the crown retainers, and the traditional base retainer no longer existed. Ceramage bonding was used to replicate the gingival anatomy in the aesthetic zone. The new RPDs provided accuracy and were less time-consuming to produce than those produced with the traditional method. The new method enables the digital manufacturing of nearly the entire RPDs.

The purpose of this paper is to examine what auditor and audit environmental attributes affect auditor appointment decisions in compulsory audit tendering, and whether the attributes affecting appointment of a new auditor (rotation) are consistent with or different from those affecting reappointment of the incumbent (retention).

New South Wales (NSW) local council finance managers were surveyed for importance ratings of 48 attributes. An hypothesis for differential ratings between rotators and retainers was formulated. Confirmatory factor analysis, tests of mean differences and logistic regression were used.

Consistent with the sample's high retention rate, the most important attributes for all respondents related to the quality of previous experience with the incumbent. Consistent with hypothesis, attributes proxying for a quality auditor (technical competence, independence and reputation) were more important for rotators.

The authors proxied rotation/retention by intention. Given the importance of audit quality attributes in the appointment decision and the high retention rate in compulsory audit tendering, future research could examine the relation between audit service quality attributes and retention.

This is the first study to examine attributes affecting auditor appointment decisions in a mandatory choice setting. NSW local councils provide a unique opportunity to do so as it is one of few jurisdictions in which compulsory audit tendering operates. Compulsory tendering may be implemented if current legislation aimed at improving audit independence and quality through mandatory partner rotation proves infeasible.

Reports the first stage of an investigation into the public library workforce in the UK. The investigation consisted of a postal survey of all UK public library authorities and had an 80 per cent response rate. Information and data were collected concerning recruitment and retention. The results indicate a high level of variation in attitudes and practices. There is evidence that some authorities that have career development initiatives are twice as likely to be actively recruiting candidates, and a statistically significant relationship between the length of stay of new professionals and ongoing career development. There is evidence of a new trend in recruitment which emphasises specific qualities, skills and abilities which candidates offer, rather than possession of a single qualification. It was found that there is staff retention by default.

This paper aims to examine the key factors that facilitate the service to service (S2S) marketing relationships. Specifically, it aims to focus on the relationship between external counsels (law firms) and hospitals.

The study uses exploratory research that comprised a series of interviews with the relevant parties.

Reputation and word‐of‐word play roles in soliciting a firm to submit a proposal; advertisements seem to play no role. Furthermore, S2S marketing relationships occur over distinct and different phases and require a different set of facilitating factors.

As this was exploratory research conducted in the US, the results are not generalizable, nevertheless, they offer a unique insight into a kind of S2S marketing relationship, specifically between hospitals and law firms.

Service providers who seek S2S marketing relationships should invest more in building and shoring‐up their reputation instead of advertising, because service purchasers use reputation and word‐of‐mouth instead of advertisements in selecting firms to ask for proposals.

The study provides an insight into an important, but neglected area in marketing.

The purpose of this study is to explore non‐principals’ working patterns and attitudes to work.

The article is based on data provided by a questionnaire survey.

Gender division was apparent among the non‐principals. Males were more likely to work full‐time, because their spouses modified their working hours.

It was impossible to identify all non‐principals in Scotland or to compare responders and non‐responders, due to the lack of official data. Hence, the results might not be representative.

More flexible posts would enable GPs to more easily combine paid work with family commitments. It is anticipated that the new GP contract should deliver this.

This was the first time a study of all non‐principals in Scotland had been attempted. The findings provide a more comprehensive picture of GPs in Scotland and provide valuable information for policymakers.

The concepts of showrooming and webrooming have been well researched but majorly from the marketing/economic perspectives. The present study explores the socio-psychological motivations and different types of satisfaction derived from “cross-shopping” behaviour namely, showrooming and webrooming in a developing nation.

The study is exploratory and is conducted using an interpretive approach. The researchers conducted 52 in-depth interviews and the collected data were subjected to open and axial coding to generate the conceptual model.

The findings indicate various motivations of cross-shopping such a habit and the joy of discovery while novel aspects of satisfaction emerge such as process satisfaction and social satisfaction. The findings also revealed contextual moderators of the cross-shopping process.

The present study contributes to the domain of cross shopping behaviour by illustrating the social motivators behind the same and novel satisfaction outcomes because of the cross-shopping process.

The present study has multiple implications that would enable managers to effectively utilize cross shopping behaviour such understanding of satisfaction beyond those derived from the product only.

This is one of the first studies to investigate consumer behaviour related to cross shopping based on psycho-social dimensions.

A nation‐wide survey of hospital providers was conducted in an effort to determine the type and level of promotion and advertising agency utilization. The study indicated that a majority of the hospitals surveyed are engaging in some form of advertising activity. Survey results further showed agency usage was highly correlated to hospital bed size. Additionally, contrary to previous research, hospital ownership status (for‐profit/not‐for‐profit) was not found to significantly affect agency utilization. Specifics about hospital/agency relationships are presented.

The purpose of this paper is to add supplement to the theory of human capital with a less researched aspect: diversification possibilities of the professional profile. Our empirical analysis tested the research question, whether there is a significant difference between diversificational and specialist career strategies in the BA-MA transition based on labour market data on salaries and time of getting employment.

Present study analyses data from the Graduate Career Tracking System from 2011 to 2015 and the Integrated Administrative Databases from 2017. Graduates of master's courses were divided and compared in three groups: generalists, specialists and field changers. To evaluate career strategies the measurement of success was based on salaries and the time taken to get jobs.

The analysis showed that there are visible differences between the results of the three groups regarding factors of employment, so at the time of reaching the absolutorium a lower rate of major subject changers are employed, while field changers get jobs significantly faster. Based on net salaries we could not reveal a difference between major subject retainers and changers, while field changers earn significantly more.

Specialists (major subject retainers) have jobs that match with their degree and specialty outstandingly, field changers have notably weaker matches, while major subject changers differ only minimally. Considering this it may be due to distorted perception that specialists think the least that their master's studies are essential for the proper execution of their jobs.

In the literature review we found a research gap: Although there is a large number of excellent works analysing the effects of education on wages (salary curve) and career, but only a few of them investigates the impact of the professional portfolio (diversification or specialisation). The novelty of our research is that we developed a new methodology to test this question on example of the Hungarian students of business and economics focused.

A significant amount of experimentation in virtual collection building and public service has been underway for the past few years. The time has now come to stop experimenting and commit instead to building collaborative, scalable and sustainable programs to meet patrons at their point of need. Our failure to do so will mean a relegation of libraries to the back ranks of information gatherers and suppliers. While it is unlikely that libraries will disappear altogether, they will become afterthoughts unless librarians consciously rethink their roles in society and academia becoming less the passive retainer and more the active participant in the creation and maintenance of information and knowledge. The resources and means are available to make librarians viable and necessary contributors to efficient information retrieval. However, do librarians have the will, the imagination and the confidence to do so? This chapter will evaluate the development of virtual reference services and will suggest a road map for where to go next.