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Cross-cultural differences in the effect of received word-of-mouth referral in relational service exchange

Schumann, Jan Hendrik; Wangenheim, Florian von; … - In: Journal of international marketing 18 (2010) 3, pp. 62-80

Persistent link: https://www.econbiz.de/10008657427

Small business industrial buyers' price sensitivity : do service quality dimensions matter in business markets?

Zeng, Fue; Yang, Zhilin; Li, Yongqiang; Fam, Kim Shyan - In: Industrial marketing management : the international … 40 (2011) 3, pp. 395-404

Persistent link: https://www.econbiz.de/10008991583

Perceived power and smile intensity in service encounters

Yao, Qi; Wan, Qiuyan; Li, Shihao; Zhou, Wenkai; Yang, Zhilin - In: Marketing intelligence & planning 40 (2022) 3, pp. 372-387

Persistent link: https://www.econbiz.de/10013172969

Measuring consumer perceptions of online shopping convenience

Jiang, Ling; Yang, Zhilin; Jun, Minjoon - In: Journal of service management 24 (2013) 2, pp. 191-214

Persistent link: https://www.econbiz.de/10009742798

Consumer perception of e-service quality : from Internet purchaser and non-purchaser perspectives

Yang, Zhilin; Jun, Minjoon - In: Journal of business strategies 25 (2008) 2, pp. 59-84

Persistent link: https://www.econbiz.de/10003814245

Customer-perceived value and loyalty : how do key service quality dimensions matter in the context of B2C e-commerce?

Jiang, Ling; Jun, Minjoon; Yang, Zhilin - In: Service business 10 (2016) 2, pp. 301-317

Persistent link: https://www.econbiz.de/10011722302

The effect of unrelated supporting service quality on consumer delight, satisfaction, and repurchase intentions

Wang, Xuehua - In: Journal of service research : JSR 14 (2011) 2, pp. 149-163

Persistent link: https://www.econbiz.de/10009266747

The effect of inconsistent word-of-mouth during the service encounter

Wang, Xuehua - In: The journal of services marketing 25 (2011) 4, pp. 252-259

Persistent link: https://www.econbiz.de/10009272295

How consumers respond to embarrassing service encounters : a dehumanization perspective

Sun, Yixia; Wang, Xuehua; Hoegg, JoAndrea; Dahl, Darren W. - In: Journal of marketing research 60 (2023) 4, pp. 646-664

Persistent link: https://www.econbiz.de/10014322141

Assessing Customer Satisfaction with Non-Profit Organizations : Evidence from Higher Education

Huang, Lily; Yang, Zhilin; Hampton, Gerald M. - 2015

This study empirically examines several key issues concerned with assessing customer satisfaction in the context of higher education. Data were obtained from 1475 students, with various characteristics, who were enrolled at four large universities. The results indicate that dissatisfied and...

Persistent link: https://www.econbiz.de/10014152337