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Balancing reactions and actions between service receivers and service providers to resolve service failures
Magaña Carrillo, Irma; Svensson, Göran; Otero-Neira, … - In: International journal of business excellence : IJBEX 26 (2022) 1, pp. 20-41
Persistent link: https://www.econbiz.de/10013198109
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A better way to manage customer experience : lessons from the Royal Bank of Scotland
Maklan, Stan; Antonetti, Paolo; Whitty, Steve - In: California management review 59 (2017) 2, pp. 92-115
Persistent link: https://www.econbiz.de/10011697214
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Customer service well-being : scale development and validation
Falter, Mareike; Hadwich, Karsten - In: The service industries journal 40 (2020) 1/2, pp. 181-202
Persistent link: https://www.econbiz.de/10012207504
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The customer may not always be right : customer compatibility and service performance
Buell, Ryan W.; Campbell, Dennis W.; Frei, Frances X. - In: Management science : journal of the Institute for … 67 (2021) 3, pp. 1468-1488
Persistent link: https://www.econbiz.de/10012505994
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The role of satisfaction on customer reuse to airline services : an application of Big Data approaches
Park, Eunil - In: Journal of retailing and consumer services 47 (2019), pp. 370-374
Persistent link: https://www.econbiz.de/10011995650
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Investigating the impact of customer satisfaction, trust, and quality of services on the acceptance of delivery services companies and related applications in Omani context : a pre...
Taufiq-Hail, Al-Madhagy; Yusof, Shafiz Affendi Mohd; Al … - In: Cogent business & management 10 (2023) 2, pp. 1-39
satisfaction, trust, and service quality in the adoption of delivery services. Using a quantitative approach, we conducted a study … emphasize the significant contributions of service quality and trust to customer satisfaction. Furthermore, social influence … emerged as a crucial factor influencing the intention to accept and adopt delivery services after experiencing satisfaction …
Persistent link: https://www.econbiz.de/10014503293
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When and how frontline service employee authenticity influences purchase intentions
Matthews, Lynn; Eilert, Meike; Carlson, Les; Gentry, Jim - In: Journal of business research : JBR 114 (2020), pp. 111-123
Persistent link: https://www.econbiz.de/10012257471
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Impact of customer experience on loyalty : a multichannel examination
Brun, Isabelle; Rajaobelina, Lova; Ricard, Line; … - In: The service industries journal 37 (2017) 5/6, pp. 317-340
Persistent link: https://www.econbiz.de/10011741120
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Cultures Within National Cultures: International Marketing Within the Domestic Marketing Environment
Tantawy, Rasha Y; George, Babu P - In: Economic Review: Journal of Economics and Business 14 (2016) 1, pp. 26-34
experience similar environmental conditions that were once exclusive to their international marketing counterparts. It would be …
Persistent link: https://www.econbiz.de/10011985109
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Cultures within national cultures : international marketing within the domestic marketing environment
Tantawy, Rasha Y.; George, Babu P. - In: Economic review : journal of economics & business 14 (2016) 1, pp. 26-34
experience similar environmental conditions that were once exclusive to their international marketing counterparts. It would be …
Persistent link: https://www.econbiz.de/10012012462