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The effect of self-checkout quality on customer satisfaction and repatronage in a retail context
Fernandes, Teresa; Pedroso, Rui - In: Service business 11 (2017) 1, pp. 69-92
Persistent link: https://www.econbiz.de/10011722450
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Factors affecting individual customer satisfaction with the service quality of Vietnamese banks
Dong Van Vu; Lien Thi Thuy Le; Thang Quoc Nguyen; … - In: International journal of management concepts and … 14 (2021) 3, pp. 193-211
Persistent link: https://www.econbiz.de/10012671185
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The effect of reliability and empathy on customer satisfaction : a survey of PT Telkom Indonesia's IndiHome customers
Widagdo, Suwignyo; Handayani, Yuniorita Indah; … - In: Human systems management : HSM 43 (2024) 2, pp. 181-194
Persistent link: https://www.econbiz.de/10014519480
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An examination of frontline employee-customer incidental similarities in service failure and recovery contexts
Lindsey-Hall, Kristina K.; Jaramillo, Susana; Baker, … - In: Psychology & marketing 40 (2023) 6, pp. 1047-1060
Persistent link: https://www.econbiz.de/10014291713
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Consumer desire for personalisation of products and services : cultural antecedents and consequences for customer evaluations
Torrico, Boris Herbas; Frank, Björn - In: Total quality management & business excellence 30 (2019) 4, pp. 355-369
Persistent link: https://www.econbiz.de/10012199759
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An integrated model of service experience, emotions, satisfaction, and price acceptance : an empirical analysis in the Chinese hospitality industry
Ali, Faizan; Amin, Muslim; Cobanoglu, Cihan - In: Journal of hospitality marketing & management 25 (2016) 3/4, pp. 449-475
Persistent link: https://www.econbiz.de/10011499273
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The impacts of service failure and recovery efforts on airline customers’ emotions and satisfaction
Xu, Xun; Liu, Wenhui; Gursoy, Dogan - In: Journal of travel research : a quarterly publication of … 58 (2019) 6, pp. 1034-1051
Persistent link: https://www.econbiz.de/10012050714
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The impact of the emotional and functional component of the customer experience on the company-customer relationship in hedonic and utilitarian service contexts
Claeys, Christel; Roozen, Irene - In: Review of business and economic literature 58 (2013) 3, pp. 260-284
Persistent link: https://www.econbiz.de/10010409180
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Role of consumption emotions mediate perceived service fairness to the service satisfaction and its impact on customers' behavioral intentions
Ebrahimi, Abolghasem; Abbasi, Abbas; Khalifeh, Mohtaba; … - In: ASEAN marketing journal : Association of Southeast … 8 (2016) 1, pp. 54-65
Persistent link: https://www.econbiz.de/10011672369
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Being moved or being satisfied? : the effect of unexpected acts of personal kindness in hospitality service encounters
Griessmair, Michele; Han, Spring H.; Masuda, Hisashi - In: The Cornell hospitality quarterly 63 (2022) 2, pp. 267-288
Persistent link: https://www.econbiz.de/10013256798