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Analysis of perceived determinants in customer service quality : focused on automotive air conditioning service centers

Khonglumtan, Tara; Srisattayakul, Parinya - In: Global business and finance review 28 (2023) 3, pp. 102-116

Purpose: The objective of this paper was to determine the actual needs of customers in 3 groups: passenger cars, buses, and truck refrigerators who bring their vehicles to the Service Center to be air conditioner repaired. Design/methodology/approach: We investigated at how variables including...

Persistent link: https://www.econbiz.de/10014304633

Hotel customer retention : a study of customers' perspectives in an emerging market

Adzoyi, Paulina N.; Blomme, Robert J.; Honyenuga, Ben Q. - In: Advances in hospitality and leisure 17 (2022), pp. 21-36

Persistent link: https://www.econbiz.de/10014309047

Impact of internal marketing on the customer perceptions in SMEs

Demir, Ahmet - In: International journal of services and operations … 42 (2022) 3, pp. 379-396

Persistent link: https://www.econbiz.de/10013367345

Assessing the antecedents of customer loyalty on healthcare insurance products : service quality, perceived value embedded model

Fattah, Fadi Abdel Muniem Abdel; Muhammad Sabbir Rahman; … - In: Journal of industrial engineering and management : JIEM 8 (2015) 5, pp. 1639-1660

Purpose: This research aim to investigate the influence of service quality attributes towards customers' loyalty on health insurance products. In addition, this research also tested the mediation role of perceived value in between service quality and customers' loyalty on health insurance...

Persistent link: https://www.econbiz.de/10011916017

How do full-service carriers and low-cost carriers passengers perceived service dimensions, passengers' satisfaction, and loyalty differently? : an empirical study

Chow, Yuk Ting Hester; Li, Chi Ho; Mak, Shu-Lun; Li, … - In: Journal of industrial engineering and management : JIEM 15 (2022) 4, pp. 587-613

Purpose: In this study, group differences between full-service carriers (FSC) and low-cost carriers (LCC) in loyalty constructs are investigated, revealing the relationship between service quality and loyalty. This work focuses on five dimensions, including tangibility, empathy, assurance,...

Persistent link: https://www.econbiz.de/10014512868

Acta non verba? : the role of customer participation and word of mouth in the relationship between service firms' customer satisfaction and sales performance

Eisingerich, Andreas B; Auh, Seigyoung; Merlo, Omar - In: Journal of service research : JSR 17 (2014) 1, pp. 40-53

Persistent link: https://www.econbiz.de/10010356889

The determinants of retail customers' purchase intent

Menidjel, Choukri; Bilgihan, Anil - In: International journal of consumer studies 46 (2022) 6, pp. 2503-2520

Persistent link: https://www.econbiz.de/10013412526

The role of cultural differences in customer retention : evidence from the high-contact service industry

Fam, Kim Shyan; Boon Liat Cheng; Cham Tat Huei; Yi, … - In: Journal of hospitality & tourism research : JHTR ; the … 47 (2023) 1, pp. 257-288

Persistent link: https://www.econbiz.de/10014230003

Exploring reelationship marketing dimensions and their effect on customer loyalty : a study of Indian mobile telecom market

Gupta, Ashish; Sahu, G. P. - In: International journal of business innovation and research 9 (2015) 4, pp. 375-395

Persistent link: https://www.econbiz.de/10011545293

Factors affecting relationship marketing in creating customer loyalty in the hospital services business

Afifi, Iqbal; Amini, Ahdia - In: ASEAN marketing journal : Association of Southeast … 10 (2018) 2, pp. 91-108

Persistent link: https://www.econbiz.de/10012106926