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Service failure handling and resilience amongst airlines in Nigeria
Awa, Hart Okorie; Nwobu, Chigbo A.; Igwe, Sunny R. - In: Cogent business & management 8 (2021) 1, pp. 1-22
Organizations build competitive advantage via managing, and learning from, service failure cases. Proficient complaint handling depends on the operator’s strategic position to timely anticipate and respond to customer dynamics in terms of what interests them amidst disgusts. Therefore, this...
Persistent link: https://www.econbiz.de/10012663781
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An empirical study of customer satisfaction towards bank payment card service quality in Ho Chi Minh banking branches
Nhu Ty Nguyen; Tran Thanh Tuyen; Wang, Chia Nan - In: International journal of economics and finance 6 (2014) 5, pp. 170-181
Persistent link: https://www.econbiz.de/10010363486
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What influence consumer buying behaviour towards organised retailing in a growing competitive marketing environment? : an exploratory study on the impacting variables of Indian con...
Sakkthivel, A. M.; Porkodi, S. - In: International journal of electronic finance : IJEF 7 (2013) 3/4, pp. 281-298
Persistent link: https://www.econbiz.de/10011510366
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The effect of e-finance service quality on bank customers' fintech e-loyalty : evidence from Ethiopia
Jerene, Wondwossen; Sharma, Dhiraj - In: International journal of e-business research : an … 16 (2020) 2, pp. 69-83
Persistent link: https://www.econbiz.de/10012302682
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An exploratory examination of supervisor undermining, employee involvement climate, and the effects on customer perceptions of service quality in quick-service restaurants
Mathe, Kimberly; Slevitch, Lisa - In: Journal of hospitality & tourism research : JHTR ; the … 37 (2013) 1, pp. 29-50
Persistent link: https://www.econbiz.de/10009772556
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Female customers' expectation of the service offering and their perception of the service quality in an emerging clothing market
Erasmus, Alet C.; Grabowski, Andrea - In: International journal of consumer studies 37 (2013) 1, pp. 2-12
Persistent link: https://www.econbiz.de/10009713929
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Elements of pharmacy service and satisfaction : patient versus consumer?
Bonnal, Liliane; Moinier, Xavier - In: The journal of applied business research 30 (2014) 2, pp. 479-488
Persistent link: https://www.econbiz.de/10010353533
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"How may I help you?" : improving telephone customer service in a medical clinic setting
Slowiak, Julie M. - In: Journal of organizational behavior management 34 (2014) 1, pp. 39-51
Persistent link: https://www.econbiz.de/10010355168
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Selective halo effects arising from improving the interpersonal skills of frontline employees
Dagger, Tracey S.; Danaher, Peter J.; Sweeney, Jillian C.; … - In: Journal of service research : JSR 16 (2013) 4, pp. 488-502
Persistent link: https://www.econbiz.de/10010203520
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Effects of customer gender and mode of dress on service response received in retail establishments
Leigh, James H.; Herndon, Neil C.; Kantak, Donna Massey - In: Journal of marketing channels : ... distribution … 20 (2013) 3/4, pp. 239-259
Persistent link: https://www.econbiz.de/10009792117