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Test of an integrative model of travel-related social media users' switching intentions
Kim, Taegoo; Karatepe, Osman M.; Lee, Gyehee - In: Service business 13 (2019) 2, pp. 339-361
Persistent link: https://www.econbiz.de/10012124325
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How to boost frontline employee service recovery performance : the role of cultural intelligence
Costers, Annelies; Van Vaerenbergh, Yves; Van den … - In: Service business 13 (2019) 3, pp. 581-602
Persistent link: https://www.econbiz.de/10012124374
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Using customer contact centres as relationship marketing instruments
Aa, Zanna van der; Bloemer, Johanna M.; Henseler, Jörg - In: Service business 9 (2015) 2, pp. 185-208
Persistent link: https://www.econbiz.de/10011296073
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Investing in customer loyalty : the moderating role of relational characteristics
Balaji, M. S. - In: Service business 9 (2015) 1, pp. 17-40
Persistent link: https://www.econbiz.de/10011296103
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Service quality in blood donation : satisfaction, trust and loyalty
Melián-Alzola, Lucía; Martín-Santana, Josefa D. - In: Service business 14 (2020) 1, pp. 101-129
Persistent link: https://www.econbiz.de/10012172764
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Measuring word-of-mouth activity after a service encounter : are we measuring what customers communicate?
Terblanche, Nic S. - In: Service business 10 (2016) 2, pp. 283-299
Persistent link: https://www.econbiz.de/10011722297
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Customer-perceived value and loyalty : how do key service quality dimensions matter in the context of B2C e-commerce?
Jiang, Ling; Jun, Minjoon; Yang, Zhilin - In: Service business 10 (2016) 2, pp. 301-317
Persistent link: https://www.econbiz.de/10011722302
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The multichannel customer’s service experience : building satisfaction and trust
Fernández-Sabiote, Estela; Román, Sergio - In: Service business 10 (2016) 2, pp. 423-445
Persistent link: https://www.econbiz.de/10011722327
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Customer forgiveness of unsatisfactory service : manifestations and antecedents
Yagil, Dana; Luria, Gil - In: Service business 10 (2016) 3, pp. 557-579
Persistent link: https://www.econbiz.de/10011722357
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Customer participation to co-create value in human transformative services : a study of higher education and health care services
Le Nguyen Hau; Pham Ngoc Thuy - In: Service business 10 (2016) 3, pp. 603-628
Persistent link: https://www.econbiz.de/10011722401