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Relationships among service quality, customer satisfaction, word-of-mouth, and customer loyalty : a case study of minimarkets with halal positioning, Jakarta, Indonesia

Aji, Bagus Wicaksono; Sri Daryanti - In: Business and management issues in the global and …, (pp. 279-291). 2019

Persistent link: https://www.econbiz.de/10012311744

The impacts of customers' observed severity and agreement on hotel booking intentions: moderating role of webcare and mediating role of trust in negative online reviews

Sreejesh, S.; Anusree, M. R. - In: Tourism review : the official journal of the AIEST 71 (2016) 2, pp. 77-89

Persistent link: https://www.econbiz.de/10011597315

An exploration of consumers' response to online service recovery initiatives

Ozuem, Wilson; Patel, Amisha; Howell, Kerry E.; … - In: International journal of market research : JMRS ; the … 59 (2017) 1, pp. 97-116

Persistent link: https://www.econbiz.de/10011697967

The Effects of Service Quality and Word of Mouth on Customer Acquisition, Retention and Usage

Nam, Sungjoon - 2007

This paper documents the existence of the direct and indirect (via word-of-mouth) effects of service quality on new customer acquisition, usage and retention using behavioral data from the launch of a new video on demand type service. For this technology, service quality - the quality of the...

Persistent link: https://www.econbiz.de/10012730533

Customer experience management in capsule hotels : a content analysis of guest online review

Olorunsola, Victor Oluwafemi; Saydam, Mehmet Bahri; … - In: Journal of hospitality and tourism insights 6 (2023) 5, pp. 2462-2483

Persistent link: https://www.econbiz.de/10014446445

Memorable customer experiences and autobiographical memories : from service experience to word of mouth

Moliner-Tena, Miguel A.; Monferrer-Tirado, Diego; … - In: Journal of retailing and consumer services 72 (2023), pp. 1-11

Persistent link: https://www.econbiz.de/10014253530

Role of the perceived justice of service recovery : a comparison of first-time and repeat visitors

Chen, Peng; Kim, Yeong Gug - In: Tourism and hospitality research : THR 19 (2019) 1, pp. 98-111

Persistent link: https://www.econbiz.de/10012165598

Factors influencing patient loyalty to outpatient medical services : an empirical analysis of the UAE's government healthcare system

Dayan, Mumin; Al Kuwaiti, Ibrahim A.; Husain, Zafar; … - In: International journal of quality & reliability management 39 (2022) 1, pp. 176-203

Persistent link: https://www.econbiz.de/10013169330

The influence of course experience, satisfaction, and loyalty on students' word-of-mouth and re-enrolment intentions

Rehman, Mohsin Abdur; Woyo, Erisher; Akahome, Joy Eghonghon - In: Journal of marketing for higher education 32 (2022) 2, pp. 259-277

Persistent link: https://www.econbiz.de/10013483261

The role of customer experience in the perceived value-word-of-mouth relationship

Kuppelwieser, Volker; Klaus, Philipp; Manthiou, Aikaterini - In: The journal of services marketing 36 (2022) 3, pp. 364-378

Persistent link: https://www.econbiz.de/10013407509

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