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Next operation as customer (NOAC) : how to improve quality, cost and cycle time in service operations
Bhote, Keki R. - 1991
Persistent link: https://www.econbiz.de/10004102618
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Banking services and the consumer : a report by the National Consumer Council
1983
Persistent link: https://www.econbiz.de/10004046959
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Marketing Models of Service and Relationships
Rust, Roland T.; Chung, Tuck Siong - In: Marketing Science 25 (2006) 6, pp. 560-580
satisfaction and relationships, and model the financial impact of those customer relationships. Models for managing service have …
Persistent link: https://www.econbiz.de/10008787949
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A model of customer satisfaction with service encounters involving failure and recovery
Smith, Amy K.; Bolton, Ruth N.; Wagner, Janet - 1998
Persistent link: https://www.econbiz.de/10004020130
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Service quality : new directions in theory and practice
Rust, Roland T. (contributor) - 1994
Persistent link: https://www.econbiz.de/10004181386
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Kundupplevd kvalitet i tjänsteverksamheter : en analys och kritik av den företagsekonomiska dialogen
Lindquist, Hans; Persson, Jan E. - 1997
Persistent link: https://www.econbiz.de/10004328995
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An Approach to Higher Insitutions Performance from Relationship Perspective: Quality of the Service Encounter, Identification and Loyalty
Diaz, Walesska Schlesinger; Iniesta, Mª Angeles; … - Facultatea de Administraţie Publică, Şcoala … - 2010
encounter, student loyalty and identification with the university are key variables influencing the university perf ormance. …
Persistent link: https://www.econbiz.de/10009141577
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Die Wirkung von Dienstleistungsgarantien auf das Konsumentenverhalten : Eine empirische Analyse
Hogreve, Jens - 2007
Persistent link: https://www.econbiz.de/10004921183
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Determinants of customer satisfaction with service encounter
Nefat, Ariana; Paus, Nika - In: Tržište/Market 20 (2008) 2, pp. 195-210
customer satisfaction. The paper researches the influence of the components of a service encounter on customer satisfaction …. Among several factors that determine customer satisfaction the quality of service, which is related to the characteristics … satisfactory or unsatisfactory is provided by the critical incident technique, where causes of dis/satisfaction differ primarily …
Persistent link: https://www.econbiz.de/10011007107