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Examining the relationships among service features, customer loyalty and switching barriers in the Greek banking sector

Koutsothanassi, Eleni; Bouranta, Nancy; Psomas, Evangelos - In: International journal of quality and service sciences 9 (2017) 3/4, pp. 425-440

Persistent link: https://www.econbiz.de/10011772150

Organisational learning, non-technical innovation and customer satisfaction of SMEs

Kafetzopoulos, Dimitrios; Psomas, Evangelos - In: International journal of innovation management 20 (2016) 3, pp. 1650041-1-28

Persistent link: https://www.econbiz.de/10011487658

The interrelationship between service features, job satisfaction and customer satisfaction : evidence from the transport sector

Panttouvakis, Angelos; Bouranta, Nancy - In: The TQM journal : the international review of … 25 (2013) 2, pp. 186-201

Persistent link: https://www.econbiz.de/10009723914

The link between organizational learning culture and customer satisfaction : confirming relationship and exploring moderating effect

Pantouvakis, Angelos; Bouranta, Nancy - In: The learning organization : TLO ; the international … 20 (2013) 1, pp. 48-64

Persistent link: https://www.econbiz.de/10010203330

The link between organizational learning culture and customer satisfaction

Pantouvakis, Angelos; Bouranta, Nancy - In: The Learning Organization 20 (2013) 1, pp. 48-64

Purpose – The aim of this paper is to develop a theoretical framework and conduct an empirical study across different service sectors to investigate the inter‐relationships between organizational learning culture, employee job satisfaction and their impact on customer satisfaction. It also...

Persistent link: https://www.econbiz.de/10015030448

The interrelationship between service features, job satisfaction and customer satisfaction

Pantouvakis, Angelos; Bouranta, Nancy - In: The TQM Journal 25 (2013) 2, pp. 186-201

Purpose – The aim of this paper is to present a conceptual framework which explores the links between the two service features (physical and interactive), job satisfaction and their impact on customer satisfaction. Design/methodology/approach – A structured questionnaire was used to collect...

Persistent link: https://www.econbiz.de/10015032024