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Selective halo effects arising from improving the interpersonal skills of frontline employees

Dagger, Tracey S.; Danaher, Peter J.; Sweeney, Jillian C.; … - In: Journal of service research : JSR 16 (2013) 4, pp. 488-502

Persistent link: https://www.econbiz.de/10010203520

The antedecents of re-purchase intentions : the service quality perspective

Perrone, Anthony; Wong, Ho Yin - In: International journal of services, economics and management 5 (2013) 3, pp. 203-221

Persistent link: https://www.econbiz.de/10010255102

Understanding satisfying service encounters in retail banking : a dyadic perspective

Kania, Nathalie; Gruber, Thorsten - In: International journal of services, economics and management 5 (2013) 3, pp. 222-255

Persistent link: https://www.econbiz.de/10010255101

Service quality and customer delight : considering the mediating role of satisfaction and loyalty

Nazeri, Ali; Kazemi, Seyed Mohamad Mehdi; Shahriyari, Rozita - In: International journal of management development : IJMD 2 (2022) 2, pp. 151-165

Persistent link: https://www.econbiz.de/10013256638

Effects of service quality and customer satisfaction on loyalty of bank customers

Supriyanto, Achmad; Wiyono, Bambang Budi; Burhanuddin, … - In: Cogent business & management 8 (2021) 1, pp. 1-17

Service quality and customer satisfaction are parts of factors that influence customer loyalty to bank services. Both are necessary to be fulfilled in order to gain customer loyalty, which in turn maintaining organization survival in the long term. This study aims to (1) examine how service...

Persistent link: https://www.econbiz.de/10012643064

Assessing after-sales services quality : integrated SERVQUAL and fuzzy Kano's model

Golrizgashti, Seyedehfatemeh; Hejaz, Amir Razavi; … - In: International journal of services, economics and management 11 (2020) 2, pp. 137-166

Persistent link: https://www.econbiz.de/10012285568

After-sales service quality satisfaction in Indian automobile industry

Yadav, Santosh Kumar; Joseph, Dennis - In: International journal of business information systems : … 26 (2017) 3, pp. 362-377

Persistent link: https://www.econbiz.de/10011856619

The effect of service innovation on service loyalty in post offices

Shaian Kiumarsi; Salmi Mohd Isa; Jayaraman, Krishnaswamy; … - In: International journal of business innovation and … 21 (2020) 1, pp. 108-127

Persistent link: https://www.econbiz.de/10012149128

The impact of serviceability-oriented dimensions on after-sales service cost and customer satisfaction

Syahrial, Erialdi; Suzuki, Hideo; Schvaneveldt, Shane J. - In: Total quality management & business excellence 30 (2019) 11, pp. 1257-1281

Persistent link: https://www.econbiz.de/10012199836

Measuring the effectiveness of first service encounter in public transportation : an empirical investigation

Srivastava, Govind Nath - In: International journal of business innovation and … 24 (2021) 1, pp. 100-123

Persistent link: https://www.econbiz.de/10012507171