This research aims to investigate the impact of customer satisfaction, experience, and loyalty on brand power in the Hotel industry. This study used a descriptive-survey research design based on the correlation method. The selected populations were Pars Hotels' customers. Sample size was 384,...

Research studies on brand transgression (BT), service failure and recovery (SFR), and product-harm crisis (PHC) appear to have a common focus, yet the three streams developed surprisingly independently and with limited reference to one another. This situation is unfortunate because all three...

The study aims to investigate the relationship between service failure recovery, customer recovery satisfaction, and attitude loyalty for airline industry. The author propose an experimentally determined model of service recovery based on the function of brand authenticity as a moderator in this...

Purpose of This Paper This paper examines call center satisfaction in an escalated call center context where callers are organization members of the primary/leveraged brand and have purchased additional co-branded services as part of their membership. The relationship between call center...

Aim/purpose - The main objective of this research is to investigate the relationship between service quality and customer loyalty and the moderating effect of positive word-of-mouth on this relationship in the hospitality sector, in North Central Nigeria. Design/methodology/approach - The...

Research on brand transgressions and service failure-recovery appear to study a similar phenomenon, yet both streams developed surprisingly independently and with limited reference to each other. In response, we synthesize the growing brand transgression and service failure-recovery literatures...

Although shopping centers are a relatively recent phenomenon in the landscape of local retailing in most Romanian cities, one can notice the increase in size of their retail floor, as well as the rise of local investors that are willing to invest in such businesses. The development of shopping...

In the context of a sharp decrease in the citizens' standard of living, and of the increase in unemployment and the need to upgrade local infrastructure, public authorities throughout the country face some major challenges. On the one hand, they have to ensure the cash flow needed to support...

The study extends the existing knowledge by taking a relationship perspective to study the effect of service quality on customer retention. We integrate business‐to‐business marketing literature with service quality literature to develop a model to capture relationship commitment and other...

The major aim of the research paper is to measure the impact of employee performance on service quality in commercial banks. Primary data has been collected from the bank employees in Manmunai North and Kattankudy divisional secretariat areas in Batticaloa District. Stratified random sampling...