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Dimensions of service quality and service climate: a study of bank customers and employees in four local Malaysian banks

Ab. Wahab, Norailis - 2009

In spite of the rapid growth and internalization of banking services in particular, managers first need to correctly identify the antecedents of what the local consumer perceives as service quality and its link to service climate, thus the strengths of this relationship would be beneficial as a...

Persistent link: https://www.econbiz.de/10009465913

The determinants of service recovery in the retail industry : a study of micro and small enterprises in Ghana

Crabbe, Margaret J.; Acquaah, Moses - In: African journal of economic and management studies : AJEMS 7 (2016) 1, pp. 54-74

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The role of customer relations for innovativeness and customer satisfaction : a comparison of service industries

Bellingkrodt, Silvia; Wallenburg, Carl Marcus - In: The international journal of logistics management 26 (2015) 2, pp. 254-274

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How small service failures drive customer defection : introducing the concept of microfailures

Sands, Sean; Campbell, Colin L.; Shedd, Lois; Ferraro, Carla - In: Business horizons 63 (2020) 4, pp. 573-584

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The differential treatment of women during service recovery : how perceived social power affects consumers' postfailure compensation

Cummings, Krista Hill; Seitchik, Allison E. - In: Business horizons 63 (2020) 5, pp. 647-658

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A better way to manage customer experience : lessons from the Royal Bank of Scotland

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Customer relationship management : an approach to competitive advantage in the banking sector by exploring the mediational role of loyalty

Bhat, Suhail Ahmad; Darzi, Mushtag Ahmad - In: The international journal of bank marketing : IJBM 34 (2016) 3, pp. 388-410

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Assessing the opportunities and behaviors of banking clients in Romania : an analysis of the use of online banking applications

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Knocking sovereign customers off their pedestals? : when contact staff educate, amateurize, and penalize deviant customers

Rouquet, Aurélien; Suquet, Jean-Baptiste - In: Human relations : towards the integration of the social … 74 (2021) 12, pp. 2075-2101

Persistent link: https://www.econbiz.de/10012662984