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Precursors and outcome of customer satisfaction/delight in business-to-consumer relationships in Botswana
Jaiyeoba, Olumide Olasimbo; Svotwa, Douglas T.; … - In: South African journal of business management 51 (2020) 1, pp. 1-11
Purpose: This study examines the degree and the extent to which the satisfaction/delight of cellular network customers in Botswana is affected by the service delivery skills of network employees, the value received from offerings of the network and the trust that they have within a service...
Persistent link: https://www.econbiz.de/10012589595
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The price of good friendships : examining the roles of relationship norms and perceived controllability in service failure encounters
Li, Zongchao; Tao, Weiting; Wu, Linwan - In: International journal of business communication : IJBC … 60 (2023) 1, pp. 105-129
Persistent link: https://www.econbiz.de/10014228978
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Using customer contact centres as relationship marketing instruments
Aa, Zanna van der; Bloemer, Johanna M.; Henseler, Jörg - In: Service business 9 (2015) 2, pp. 185-208
Persistent link: https://www.econbiz.de/10011296073
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The compliance business and its customers : gaining competitive advantage by controlling your customers
Kasabov, Edward; Warlow, Alex - 2012
Persistent link: https://www.econbiz.de/10009660934
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Mit Informationen den After Sales Service optimieren
Kastin, Klaus S. - 2014
Persistent link: https://www.econbiz.de/10010457861
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Service-Ability : Create a Customer Centric Culture and Achieve Competitive Advantage
Robson, Kevin - 2012 - 1st ed.
, serious customer antagonism, loss of consumer confidence and plummeting customer satisfaction. Research shows that totally …
Persistent link: https://www.econbiz.de/10012600570
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The influence of social regard on the customer–service firm relationship : the moderating role of length of relationship
Sabiote, Estela Fernández; Román, Sergio - In: Journal of business and psychology 24 (2009) 4, pp. 441-453
Persistent link: https://www.econbiz.de/10003934766
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The relative contribution of love and trust towards customer loyalty
Chen, Shu-Ching; Quester, Pascale G. - In: Australasian marketing journal 23 (2015) 1, pp. 13-18
Persistent link: https://www.econbiz.de/10011284767
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Quality of physical surroundings and service encounters, airfare, trust and intention during the flight : age-group difference (young, middle-aged, and mature)
Han, Heesup; Hwang, Jinsoo - In: International journal of contemporary hospitality management 27 (2015) 4, pp. 585-607
Persistent link: https://www.econbiz.de/10011326581
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Aligning employee service recovery performance with brand values : the role of brand-specific leadership
Khanyapuss Punjaisri; Evanschitzky, Heiner; Rudd, John - In: Journal of marketing management : MM 29 (2013) 9/10, pp. 981-1006
Persistent link: https://www.econbiz.de/10010194421