Hilary Murphy

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This paper examines satisfaction and loyalty in a virtual environment via an online survey of members of a frequent guest program of a major hotel chain. In contrast to the view that web customers are fickle and disloyal, the web does provide an additional channel to build relationships, deliver satisfaction and create or sustain loyalty. The results of(More)
The Boston Naming Test (BNT) was designed to present items in order of difficulty based on word frequency. Changes in word frequencies over time, however, would frustrate extrapolation in clinical and research settings based on the theoretical construct because performance on the BNT might reflect changes in ecological frequency of the test items, rather(More)
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