Ha, Hong-Youl; K. Akamavi, Raphaël; J. Kitchen, Phillip; … - In: Journal of Services Marketing 28 (2014) 7, pp. 595-606
managers to enhance customer satisfaction and purchase intentions. Even though satisfaction and purchase intentions are well … quality and customer satisfaction. Service-oriented employee behaviors play a major role in enhancing service quality and … customer satisfaction, but do not directly impact purchase intentions. Interestingly, the strongest direct effect on purchase …