Liang, Dapeng; Ma, Zhenzhong; Qi, Liyun - In: Journal of Business Research 66 (2013) 8, pp. 1161-1167
Service quality and customer switching behavior are among the most important factors that affect service companies' market share and profitability, yet they remain understudied in China's service sectors. This study surveys 400 customers to explore the perceived importance of various aspects of...