Golik Klanac, Nataša - In: European Journal of Marketing 46 (2012) 3/4, pp. 313-330
Purpose – The purpose of the paper is to investigate the nature of linkages between characteristics of a service and … customer consequences and elicit the types of such linkages. Design/methodology/approach – The paper builds on current research … on linkages and customer consequences within the means‐end approach and on a qualitative case study in the context of …