Sekhon, Harjit Singh; Al-Eisawi, Dima; Roy, Sanjit Kumar; … - In: International Journal of Bank Marketing 33 (2015) 7, pp. 904-921
Purpose – The purpose of this paper is to develop and tests a service excellence model, thus providing a detailed … understanding of the key antecedents of service excellence, from a customer ' s perspective. The model presented in this paper is … structural approach. Of the hypothesised antecedents, innovation has the greatest impact on service excellence while reputation …
