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A cross-cultural perspective on consumer perceptions of service failures' severity : a pilot study
Zourrig, Haithem; El Hedhli, Kamel; Chebat, Jean-Charles - In: International journal of quality and service sciences 6 (2014) 4, pp. 238-257
Persistent link: https://www.econbiz.de/10010469104
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Modelling the service antecedents of favourable and unfavourable behaviour intentions in life insurance services in India : an SEM study
Gera, Rajat - In: International journal of quality and service sciences 3 (2011) 2, pp. 225-242
Persistent link: https://www.econbiz.de/10009299618
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The mediating influence of service failure explanation on customer repurchase intention through customers satisfaction
Arun Kumar Tarofder; Nikhashemi, Seyed Rajab; Azam, S. … - In: International journal of quality and service sciences 8 (2016) 4, pp. 516-535
Persistent link: https://www.econbiz.de/10011641344
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The role of switching cost in the e-service recovery framework among banking customers
Jose, Ajay; Mathew, Sonia; Rejikumar G.; Chacko, Dony Peter - In: International journal of quality and service sciences 14 (2022) 1, pp. 86-109
Persistent link: https://www.econbiz.de/10012884465
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Service recovery in unaffected consumers : evidence of a recovery paradox
Wardley, Marcus - In: International journal of quality and service sciences 14 (2022) 1, pp. 121-132
Persistent link: https://www.econbiz.de/10012884467
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After-sales service shaping assortment satisfaction and online repatronage intention in the backdrop of social influence
Verma, Pranay - In: International journal of quality and service sciences 14 (2022) 4, pp. 595-614
Persistent link: https://www.econbiz.de/10013454244
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Planning human resource requirements to meet target customer service levels
Hafeez, Khalid; Aburawi, Izidean - In: International journal of quality and service sciences 5 (2013) 2, pp. 230-252
Persistent link: https://www.econbiz.de/10009768455
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Customer-service firm attachment : what it is and what causes it?
Moussa, Salim; Touzani, Mourad - In: International journal of quality and service sciences 5 (2013) 3, pp. 337-359
Persistent link: https://www.econbiz.de/10010127399
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Customer aggression, emotional dissonance and employees' well-being
Goussinsky, Ruhama - In: International journal of quality and service sciences 3 (2011) 3, pp. 248-266
Persistent link: https://www.econbiz.de/10009405157
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Partitioning service encounters into touchpoints to enhance quality
McKechnie, Donelda S.; Grant, Jim; Golawala, Fatema Shabbir - In: International journal of quality and service sciences 3 (2011) 2, pp. 146-165
Persistent link: https://www.econbiz.de/10009299632