<title>Abstract</title> The purpose of this study is to investigate customer satisfaction as a mediator of the effects of service environment, interaction quality, empathy, and reliability on loyalty. The present study also aims to examine gender as a moderator in the relationship between the aforementioned...

<title>Abstract</title> The purpose of this study is to develop and test a conceptual model that examines job embeddedness as a partial mediator of the impact of management commitment to service quality on service recovery performance and extra-role customer service. Training, empowerment, and rewards are...