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Service quality evaluation : moderating influences of first-time and revisiting customers
Kuo, Tsuang; Chen, Chih Ta; Cheng, Wan Jung - In: Total quality management & business excellence : an … 29 (2018) 4, pp. 429-440
Persistent link: https://www.econbiz.de/10011854071
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Who should own the data? : the impact of data ownership shift from the service provider to consumers
Li, Shilei; Liu, Yang; Feng, Juan - In: Journal of management information systems : JMIS 40 (2023) 2, pp. 366-400
Persistent link: https://www.econbiz.de/10014302547
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The end of tourist traps : a natural experiment on the impact of tripadvisor on quality upgrading
Donati, Dante - 2022
Asymmetric information can distort market outcomes. I study how the online disclosure of information affects consumers' behavior and firms' incentives to upgrade product quality in markets where information is traditionally limited. I first build a model of consumer search with firms' endogenous...
Persistent link: https://www.econbiz.de/10013285520
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A measure of consumer complaining behaviour in service industry : scale validation
Kaur, Prabhjot; Sharma, Sanjeev Kumar - In: Paradigm : the journal of Institute of Management Technology 19 (2015) 1, pp. 37-51
Persistent link: https://www.econbiz.de/10011761340
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Impact of customer experience on loyalty : a multichannel examination
Brun, Isabelle; Rajaobelina, Lova; Ricard, Line; … - In: The service industries journal 37 (2017) 5/6, pp. 317-340
Persistent link: https://www.econbiz.de/10011741120
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The impact of using kiosk on enterprise systems in service industry
Chen, Jengchung V.; Yen, David; Dunk, Kimberly; … - In: Enterprise information systems 9 (2015) 7/8, pp. 835-860
Persistent link: https://www.econbiz.de/10011389972
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Cross-border comparative studies of service quality and consumer satisfaction : some empirical results
Wu, Ming-Lu - In: Eurasian business review 4 (2014) 1, pp. 89-106
Persistent link: https://www.econbiz.de/10010493674
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Drivers of customer satisfaction and loyalty in service industries
Erjavec, Hana Šuster; Dmitrovič, Tanja; Povalej … - In: Journal of business economics and management 17 (2016) 5, pp. 810-823
Persistent link: https://www.econbiz.de/10011625874
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An empirical study on the cellular subscribers churn, selection factors and satisfaction with the services
Misra, Richa; Sonali Singh; Mahajan, Renuka - In: International journal of product development : IJPD 23 (2019) 2/3, pp. 105-121
Persistent link: https://www.econbiz.de/10012105676
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Electronic word-of-mouth in the mobile service sector : the role of service quality and customer emotional response
Alsaggaf, Mohammed; Lü, Kevin; Li, Xiaoying - In: International journal of services and operations management 34 (2019) 1, pp. 81-110
Persistent link: https://www.econbiz.de/10012145258