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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

The impact of service characteristics on the switching costs-customer loyalty link

Blut, Markus; Beatty, Sharon E.; Evanschitzky, Heiner; … - In: Journal of retailing 90 (2014) 2, pp. 275-290

Persistent link: https://www.econbiz.de/10010402374

Bridging two tales of engagement : a meta-analytic review of employee engagement and customer engagement in service contexts

Michel, Eric J.; Lindsey-Hall, Kristina K.; Kepes, Sven; … - In: Journal of service management 34 (2023) 5, pp. 843-866

Persistent link: https://www.econbiz.de/10014456476

The roles of customer orientation and employee orientation contribute to service quality and new service success

Trongpanich, Wannee; Kanchana Sukanthasirikul - In: Journal of international business and economics : JIBE 14 (2014) 2, pp. 37-46

Persistent link: https://www.econbiz.de/10010407294

A comparative study of ordinary and fastidious customers' priorities in service quality dimensions

Dabestani, Reza; Shahin, Arash; Shirouyehzad, Hadi; … - In: Total quality management & business excellence : an … 28 (2017) 3/4, pp. 331-350

Persistent link: https://www.econbiz.de/10011723613

Validation of a quality assessment tool for insurance services in business-to-business marketing

Pop, Nicolae Al.; Petrisoaia, Carmen - In: The international journal of management science and … (2013) 10, pp. 123-137

Considering their importance and place in the production of the GDP (Gross domestic product), services are regarded by academicians and practitioners as a key element in shaping the competitiveness of the national economy. Service quality drives the growth and progress of any company. Insurance...

Persistent link: https://www.econbiz.de/10010355996

Performance-only measures vs. performance-expectation measures of service quality

Park, Sang-June; Yi, Youjea - In: The service industries journal 36 (2016) 15/16, pp. 741-756

Persistent link: https://www.econbiz.de/10011672380

Evaluating service quality and service value in manufacturer-distributor settings : a systems approach

Kivijärvi, Hannu; Virta, Aleksi - In: Journal of business-to-business marketing 28 (2021) 1, pp. 21-46

Persistent link: https://www.econbiz.de/10012584484

Managing customer performance in services

Secchi, Enrico; Damali, Uzay; McCutcheon, David; Tax, … - In: The Routledge handbook of service research insights and …, (pp. 302-321). 2020

Persistent link: https://www.econbiz.de/10012238670

How service customers tidy their service quality perceptions

Georgantzas, Nicholas C.; Katsamakas, Evangelos - In: Human systems management : HSM 35 (2016) 2, pp. 129-139

Persistent link: https://www.econbiz.de/10011547920

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