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Paying lip service? : the effects of vocal determinants on perceived service quality

David, Yigal; Harison, Elad - In: International journal of enterprise information systems … 18 (2022) 1, pp. 1-20

Literature has mainly analyzed the technical attributes of voice for enterprise technical applications, such as voice signature and speech recognition. This paper aims at identifying voice and speech attributes that reflect sentiment and affect (positively or negatively) customer satisfaction...

Persistent link: https://www.econbiz.de/10014307053

Customers' perceptions as an antecedent of satisfaction with online retailing services

Mwencha, Peter; Muathe, Stephen - In: Journal of marketing and consumer behaviour in emerging … (2018) 1, pp. 4-27

The assessment of antecedents of customer satisfaction has become very important for the success of online retailing services. This paper reports the results of a study that investigated the antecedent role of customers' perceptions vis-a-vis satisfaction with online retailing services. While...

Persistent link: https://www.econbiz.de/10012116963

Service recovery : the moderating role of customer loyalty in the context of Moroccan retail banking

Bendriouch, Fatima Zahra; Dassouli, Sara; Satt, Harit; … - In: International journal of logistics economics and … 10 (2023) 3, pp. 209-236

Persistent link: https://www.econbiz.de/10015067029

Service quality evaluation : moderating influences of first-time and revisiting customers

Kuo, Tsuang; Chen, Chih Ta; Cheng, Wan Jung - In: Total quality management & business excellence : an … 29 (2018) 4, pp. 429-440

Persistent link: https://www.econbiz.de/10011854071

Evaluation of customer satisfaction attributes on hospitality services

Otoo, Frank Nana Kweku; Kaur, Manpreet; Ameyaw, Godfred … - 2022

Persistent link: https://www.econbiz.de/10013407364

Wettbewerbsfaktor Dienstleistung : Produktion von Dienstleistungen - Produktion als Dienstleistung

Corsten, Hans (ed.); Schneider, Herfried (contributor) - 1999

Persistent link: https://www.econbiz.de/10000682201

Delivering quality service : balancing customer perceptions and expectations

Zeithaml, Valarie A.; Parasuraman, A.; Berry, Leonard L. - 1990

Persistent link: https://www.econbiz.de/10000083054

Profitability of SST options: efficiency gains through the implementation of self-service technologies

Schröder, Thomas F. (contributor) - 2007

Persistent link: https://www.econbiz.de/10003717552

HRM at your service : developing effective HRM systems in the context of e-service

Ehrhart, Karen Holcombe; Chung-Herrera, Beth G. - In: Organizational dynamics : a quarterly review of … 37 (2008) 1, pp. 75-85

Persistent link: https://www.econbiz.de/10003646468

On-line service scheduling

Wang, Zhenbo; Xing, Wenxun; Chen, Bo - In: Journal of scheduling 12 (2009) 1, pp. 31-43

Persistent link: https://www.econbiz.de/10003832888

A service of the