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Nutritional Sciences Graduate Program at Rutgers SEBS The Nutritional Sciences Graduate Program offers multidisciplinary training that provides a broad understanding of the field of nutrition as well as the specialized knowledge needed to conduct research in a sub- field. We have two major emphasis areas: nutritional biochemistry and physiology, and applied and community nutrition. Scientists working in nutritional biochemistry and physiology conduct their research using the tools of molecular and cellular biology, biochemistry, and physiology to understand how organisms utilize nutrients to maintain optimal health. Applied nutritionists use sociological, psychological, anthropological methods, and education theory to investigate factors that influence the nutritional status of individuals and communities. 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Community food security Diet and behavior in socioeconomically at- risk infants and children Nutrition and limited- resource audiences Disordered eating in college students Nutritional epidemiology Program evaluation strategies Food and nutrition in diverse populations. Nutrition Education. See Graduate Faculty Research Pages for more details. Graduate Education in the Biochemistry of Human Health and Disease. The graduate program in the Department of Biochemistry at Virginia Tech prepares students for careers as independent researchers in.Courses of Study. The Graduate Program in Nutritional Sciences offers courses of study leading to the M. S. A Master's/Dietetic Internship program is offered jointly with Rutgers School of Health Related Professions (SHRP). All students take a core curriculum in basic nutritional biochemistry and physiology, and statistics. The remainder of the course requirements are individualized depending on the student's goals. Original research leading to a Master's or Ph. D. Graduate Program in Nutritional Sciences Learning Goals The National Research Council has reviewed more than 5. Customer Satisfaction. Customer Satisfaction Theory. M., 2. 00. 0, Approaches of Portugese companies for relating customer satisfaction with business results, Total Quality Management, 1. Heskett, J. A., 1. Putting the service profit chain to work, Harvard Business Review, 7. Iacobucci, D., Grayson, K. L., 1. 99. 4, The calculus of service quality and customer satisfaction: Theoretical and empirical differentiation and integration, In: T. Brown (ed.), Advances in services marketing and management, Greenwich, CT, JAI Press. The Customer Service Profit Chain Contact me: paul. Models and theories of customer satisfaction. Published: 2. 3, March 2. This chapter presents an overview and critical analysis of relevant literature on the topic. It covers customer satisfaction concepts, theories and models, service quality concepts and models and customer behavioural intentions referral concepts and models. Definition of Service. Services are deeds, performances and processes provided or coproduced by one entity or person for and with another entity or person (Zeithaml et al, 2. This definition of service includes core service, products and product- service bundles. Vargo and Lusch (2. Services differ from product due to their intangibility, heterogeneity, simultaneous production and consumption and perishability (Zeithaml et al, 2. The automotive service industry is mainly involved in delivering pure service, with car servicing, Mo. T tests, accident repairs, among others. Classification of Services. Zeithaml et al (2. Search qualities - attributes that consumers can determine before purchasing the product. Satisfaction as antecedent of customer loyalty Customer satisfaction is considered to be one of the most important outcomes. Search qualities include colour, style, price, fit, feel, hardness and smell. Example of products are clothing, automobile, furniture and jewellery. Experience qualities - attributes that can be determined only after purchase or during consumption. Examples include taste and wearability and examples include vacation packages and restaurant services. Credence qualities - attributes that consumer may find very difficult to evaluate (mainly due to insufficient technical knowledge) even after purchase and consumption. Examples include wheel alignment (auto repair), medical operation, etc. The figure below presents the qualities in a continuum from easy to difficult to evaluate. Study the Effects of Customer Service and Product Quality. Customer satisfaction and loyalty are the. 90 THEORIES OF CUSTOMER SATISFACTION A number of theoretical approaches have been utilized to explain the relationship between disconfirmation and satisfaction. 2005:184 SHU BACHELOR'S THESIS Customer Loyalty Sara Gustavsson Erica Lundgren Lule A THEORY OF MULTIDIMENSIONAL BRAND LOYALTY. This represents the classical manifestation of attitude-behavior theories in social psychology in which. Customer Satisfaction Theory 'Well, there goes another satisfied customer', I used to hear from the manager of a radio rentals shop I used to work in during student. It is viewed in a continuum because some services may be very difficult to place in a distinction category. An automotive repair is more of credence qualities as most customers do not possess the technical knowledge to evaluate the service. This makes it necessary for garages and dealer to engage customers to reduce perception of poor quality. Figure 2. 1: Service classification continuum (Zeithaml et al., 2. Customer Satisfaction (CS)Customer satisfaction emerged as a distinct area of inquiry in the 1. Churchill & Surprenant, 1. With a transaction- specific experience, customer satisfaction is defined as the post- choice evaluative judgement of a specific purchase occasion. Whereas a cumulative experience, customer satisfaction is determined as a result of a customer's evaluation of his or her total purchase and consumption experience over time. Oliver (1. 99. 7) cited in (Zeithaml et al, 2. It is a judgement that a product or service feature, or the product or service itself, provides a pleasurable level of consumption related fulfilment. Research has suggested that customer satisfaction leads to company profitability (Bei & Chiao, 2. Heskett et al., 1. Studies have shown a positive correlation between customer satisfaction and customer retention and loyalty (Zeithaml et al., 1. Heskett et al., 1. Reichheld (1. 99. In the automotive service industry, customers who are satisfied with a dealer might buy multiple vehicles as their income and status increase (especially high value vehicles) and also keep going back to that dealer for every service throughout their lifetime. The figure below depicts the relationship between satisfaction and customer loyalty. Customers who are satisfied with a company's offering may tell others about it - positive word- of- moth, just as dissatisfied customer also bad mouth the company to other. Goodman (2. 00. 9) suggested that dissatisfied customers tell on average ten people about the company as against 5 people by satisfied customer. Goodman (2. 00. 9) also asserted that it cost five times to attract a new customer than to maintain a current customer. Therefore it is imperative for service businesses to satisfied customer on a consisted basis. Determinants of Customer Satisfaction. Several studies have identified the factors that influence customer satisfaction over the years (Fornell et al., 1. Yu et al 2. 00. 5; Zeithaml et al., 2. These factors are mostly similar in what aspect of customer satisfaction they are measuring; some of them include customer's expectation, perceived service quality, product quality, perceived value, price, among others. Some of these studies will be looked at in detail, examining their merits and demerits. Determinants of CS using CS indexes. Fornell et al. The ACSI is an economic indicator based on modelling of customer evaluations of the quality of goods and services produced and purchased in the United States. Its main purpose according to Te- King Chein et al. The ACSI is a cause- and- effect model showing drivers of satisfaction on the left side (customer expectations, perceived quality, and perceived value), satisfaction in the centre, and outcomes of satisfaction on the right side (customer complaints and customer loyalty, including customer retention and price tolerance) as shown in the figure below. Figure 2. 2: ACSI Model (Fornell et al. Each of these factors is explained below in accordance with Fornell et al. They emphasise that the. It also influences both perceived quality and perceived value as shown in the figure. Perceived Quality is a customers' measure of the recent service interaction with the company. They stated that quality could be measured in terms of how the product meets customer's individual needs and error- free service delivery - reliability. This is also said to have a direct and positive impact on overall satisfaction. Perceived Value is a measure of quality relative to price paid - value for money (Anderson et al., 1. They asserted that price has more impact on satisfaction in a customer's first purchase experience but a lesser impact on satisfaction for repeat purchases. Customer Complaints are customers who have talked to the service provider about a service that they were not happy within a specific time. They stated that satisfaction is negatively correlated to customer complaints - the more satisfied the customers, the less likely they are to complain. Customer Loyalty is customers' likelihood to purchase their next service with the same organisation at a given price (price tolerance). Customer loyalty is the critical component of the model because it equals profitability (Heskett et al., 1. Reichheld and Sasser, 1. The European Consumer Satisfaction Index (ECSI) is also an adapted version of the Swedish Customer Satisfaction Barometer and very similar to the ACSI. Unlike the ACSI with six variables, the ECSI has seven variables with . It refers to the brand name and what kind of associations the customers get from the product/company. The figure below presents the detail of the ECSI index. Figure 2. 3: ECSI Model (ECSI Technical Committee, 1. The three indexes have set the pace for other countries to follow; they include Russia, Switzerland, Norway, Taiwan, Germany and Turkey (Ekl. This model has five factors that drive customer satisfaction; they are service quality (SERVQUAL), product quality, price, situational and personal factors (such as emotions and moods) as shown in the figure below. Figure 2. 4: Customer Satiafaction Model (Zeithaml et al., 2. The concept of product quality is similar to other models presented above. Personal factors such as customer emotions affect satisfaction either in a positive or negative way (example, Price et al., 1. Gremler et al., 2. Liljander and Strandvik, 1. Shaw and Ivens (2. Disney Land). This may not the same for automotive service; therefore, much will not be said about customer emotions. Price as a Determinant of Customer Satisfaction. The factor . The influence of price on satisfaction has been given a lot of attention by researchers over the years (for example Anderson et al., 1. Salvador et al., 2. Salvador et al. They suggested that price has two dimensions: the objective price paid (monetary) and the cost of obtaining the service (how adequate the fees for the labour performed by the customer and in comparison with the cost of other services). Zeithaml (1. 98. 8) provided a precise classification of price component into objective price, monetary price and sacrifice. Jiang & Rosenbloom (2. According to Yieh et al. This is especially true for automotive service where most customers lack technical knowledge to judge the service. Service Quality as a Determinant of Customer Satisfaction. The service quality models (both the gaps model and SERVQUAL) assume that customers come into a service encounter with a prior expectation, this expectation is then matched with the actual service experience to determine the service quality of that organisation (Zeithaml et al 1. Gr. The customer is satisfied if actual service experience meets expected service, he/she is dissatisfied if actual service falls below expected service and delighted if actual service exceeds expected service. Studies (for example Rust and Oliver, 1. Zeithaml et al., 1. Boulding et al., 1. Anderson and Sullivan, 1. Fornell et al., 1. The Gaps model of service quality. Zeithaml et al (1. The model suggests that service quality is the difference between customers' expectations and customer perceptions of the actual service delivery, referring to this difference as gaps - an obstacle to achieving quality. The gaps are discussed below as shown in figure below. Gap 1 - The Listening Gap: difference between customer expectations and company perception of customers' expectations. Gap 2 - The Service Design and Standards Gap: difference between the company perception of customers' expectations and the customer- driven service designs and standards. Gap 3 - The Performance Gap: difference between customer- driven service designs and standards and the service delivery. Gap. 4 - The Communication Gap: difference between the service delivery and the external communication to customers. |
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