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Dissatisfaction after service failures as a realized transaction risk : customer opportunism as a function of external and internal rewards

Khantimirov, Denis; Karande, Kiran; Ford, John B. - In: Journal of retailing and consumer services 52 (2020), pp. 1-9

Persistent link: https://www.econbiz.de/10012132180

Accommodating ethnic minority consumers during service encounters : the fine line

Mady, Sarah; Ford, John B.; Mady, Tarek - In: The journal of services marketing 36 (2022) 5, pp. 674-690

Persistent link: https://www.econbiz.de/10013407588

Importance‐performance analysis as a strategic tool for service marketers: the case of service quality perceptions of business students in New Zealand and the USA

Ford, John B.; Joseph, Mathew; Joseph, Beatriz - In: Journal of Services Marketing 13 (1999) 2, pp. 171-186

Intense competition in higher education in many different countries mandates the need for assessments of customer‐perceived service quality for differentiation purposes. An instrument developed specifically from a business education setting was employed utilizing an importance/performance...

Persistent link: https://www.econbiz.de/10014905637