Narrow search
Showing 1 - 10 of 193
Cover Image
Analysing the preferred characteristics of frontline employees dealing with customer complaints : a cross-national Kano study
Gruber, Thorsten; Abosag, Ibrahim; Reppel, Alexander E.; … - In: The TQM journal : the international review of … 23 (2011) 2, pp. 128-144
Persistent link: https://www.econbiz.de/10008938678
Cover Image
Managing customer switching behavior in the banking industry
Thaichon, Park; Quach, Sara; Bavalur, Amulya Sai; Nair, … - In: Services marketing quarterly 38 (2017) 3, pp. 142-154
Persistent link: https://www.econbiz.de/10011756714
Cover Image
Receiving, recording, and responding to customer complaints : the effects of formalizing customer complaint handling policies in retail firms
Shooshtari, Nader H.; Stan, Simona; Clouse, Shawn F. - In: Services marketing quarterly 39 (2018) 3, pp. 225-239
Persistent link: https://www.econbiz.de/10011940195
Cover Image
Compensatory solution : can it save a company from a service failure?
Tran, Trang P.; Roswinanto, Widyarso; Yunus, Erlinda Nusron - In: Services marketing quarterly 37 (2016) 2, pp. 80-97
Persistent link: https://www.econbiz.de/10011486830
Cover Image
Testing the three Rs model of service quality
Moyes, David; Cano-Kourouklis, Michele; Scott, Joan - In: The TQM journal : the international review of … 28 (2016) 3, pp. 455-466
Persistent link: https://www.econbiz.de/10011508277
Cover Image
Customers' needs and expectations on servicescape surveillance management
Bonfanti, Angelo - In: The TQM journal : the international review of … 28 (2016) 6, pp. 887-906
Persistent link: https://www.econbiz.de/10011616669
Cover Image
A holistic framework to embed good company practice for customer retention
McCrory, Barbara; Pilcher, Nick; McMillan, Janice - In: The TQM journal : the international review of … 29 (2017) 2, pp. 257-275
Persistent link: https://www.econbiz.de/10011643357
Cover Image
Examining the role of customer self-efficacy in service encounters
Tam, Jackie L. M. - In: Services marketing quarterly 40 (2019) 4, pp. 269-284
Persistent link: https://www.econbiz.de/10012179186
Cover Image
Service recovery, justice perception, and forgiveness : the "other customers" perspectives
Shin, Hyunju; Casidy, Riza; Mattila, Anna S. - In: Services marketing quarterly 39 (2018) 1, pp. 1-21
Persistent link: https://www.econbiz.de/10011804112
Cover Image
Scoring more after service failures : why do customers overclaim?
Khantimirov, Denis - In: Services marketing quarterly 39 (2018) 2, pp. 124-139
Persistent link: https://www.econbiz.de/10011859504