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When do customers get what they expect? Understanding the ambivalent effects of customers' service expectations on satisfaction
Habel, Johannes; Alavi, Sascha; Schmitz, Christian; … - In: Journal of service research : JSR 19 (2016) 4, pp. 361-379
Persistent link: https://www.econbiz.de/10011606692
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Functional form of connections between perceived service quality, customer satisfaction and customer loyalty in the automotive servicing industry
Ažman, Slavko; Gomišček, Boštjan - In: Total quality management & business excellence : an … 26 (2015) 7/8, pp. 888-904
Persistent link: https://www.econbiz.de/10011388434
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Effect of corporate social responsibility, customer attribution and prior expectation on post-recovery satisfaction
Siu, Noel Yee-Man; Zhang, Tracy Jun-feng; Kwan, Ho-yan - In: International journal of hospitality management 43 (2014), pp. 87-97
Persistent link: https://www.econbiz.de/10010427930
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Dynamik von Kundenerwartungen im Dienstleistungsprozess : Konzeptionalisierung und empirische Befunde
Richter, Mark - 2005
-- 2. Determinanten der Erwartungsbildung und -Veränderung -- 3. Bezugsobjekt von Erwartungen im Dienstleistungsbereich … theoretischen und empirischen Forschung für das weitere Vorgehen -- III: Modell der phasenbezogenen Erwartungsbildung und -Wirkung …. Zusammenfassung der Hypothesen -- IV: Experimentelle Überprüfung des phasenspezifischen Modells der Erwartungsbildung und -Wirkung …
Persistent link: https://www.econbiz.de/10014017021
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Dynamik von Kundenerwartungen im Dienstleistungsprozess : Konzeptionalisierung und empirische Befunde
Richter, Mark - 2005 - 1. Aufl.
Persistent link: https://www.econbiz.de/10003140794
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The effect of service quality on customer loyalty, given the mediating role of customer engagement and perceived value : case study: Taban Airline, Mashhad, Iran
Azad, Naser; Sadeghifar, Mohammad - In: International journal of business innovation and research 20 (2019) 1, pp. 129-144
Persistent link: https://www.econbiz.de/10012144499
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Inter-scale assessment & comparison of customer loyalty in banking industry : an empirical study
Rai, Alok Kumar; Srivastava, Medha - In: Metamorphosis : a journal of management research 12 (2013) 2, pp. 67-85
Persistent link: https://www.econbiz.de/10010370461
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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 … influenced their loyalty to the bank; and (3) examine simultaneous effects of service quality and customer satisfaction on … customer loyalty. This study used a survey research design, and respondents were selected purposively from a population of Bank …
Persistent link: https://www.econbiz.de/10012643064
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Factors influencing customer choice in selection of banks in Kuwait
AlNajem, Mohamad N. - In: Quality management journal : QMJ 25 (2018) 3, pp. 142-153
Persistent link: https://www.econbiz.de/10012309496
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Impact of service quality on customer satisfaction and customer loyalty : evidence from banking sector
Khan, Mubbsher Munawar; Fasih, Mariam - In: Pakistan journal of commerce and social sciences 8 (2014) 2, pp. 331-354
different services provided by their bank and their loyalty with the respective bank. Service quality is studied within a …
Persistent link: https://www.econbiz.de/10011926308