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Unit-level linkages between employee commitment to the organization, customer service delivery and customer satisfaction

Conway, Neil; Briner, Rob B. - In: The international journal of human resource management 26 (2015) 16, pp. 2039-2061

Persistent link: https://www.econbiz.de/10011337704

A conceptual model for proactive-interactive customer complaint management systems

Atlikhan, Atefeh; Albadvi, Amir; Ghapanchi, Amir Hossein - In: International journal of business information systems : … 13 (2013) 4, pp. 490-503

Persistent link: https://www.econbiz.de/10010231390

Role of trust and customer loyalty in reducing perceived security risk in internet banking

Mann, Bikram Jit Singh; Sahni, Sunpreet Kaur - In: International journal of electronic business 10 (2013) 4, pp. 331-354

Persistent link: https://www.econbiz.de/10009790705

Understanding satisfying service encounters in retail banking : a dyadic perspective

Kania, Nathalie; Gruber, Thorsten - In: International journal of services, economics and management 5 (2013) 3, pp. 222-255

Persistent link: https://www.econbiz.de/10010255101

Customer perceptions of frontline employee service delivery : a study of Russian bank customer satisfaction and behavioural intentions

Rod, Michel; Ashill, Nicholas J.; Gibbs, Tanya - In: Journal of retailing and consumer services 30 (2016), pp. 212-221

Persistent link: https://www.econbiz.de/10011473203

Assessing the influence of economic and customer experience factors on service purchase behaviors

Kumar, V.; Umashankar, Nita; Kim, Kihyun Hannah; … - In: Marketing science : the marketing journal of the … 33 (2014) 5, pp. 673-692

Persistent link: https://www.econbiz.de/10010468408

Post-service recovery customer satisfaction in Indian retail banking : a qualitative perspective

Mandal, Pratap Chandra - In: International journal of financial services management … 8 (2015) 1, pp. 1-17

Persistent link: https://www.econbiz.de/10011407241

Impact of service recovery, customer satisfaction, and corporate image on customer loyalty

Zaid, Sudirman; Palilati, Alida; Madjid, Rahmat; Bua, … - In: Journal of Asian finance, economics and business : JAFEB 8 (2021) 1, pp. 961-970

Persistent link: https://www.econbiz.de/10012692597

Precursors and outcome of customer satisfaction/delight in business-to-consumer relationships in Botswana

Jaiyeoba, Olumide Olasimbo; Svotwa, Douglas T.; … - In: South African journal of business management 51 (2020) 1, pp. 1-11

Purpose: This study examines the degree and the extent to which the satisfaction/delight of cellular network customers in Botswana is affected by the service delivery skills of network employees, the value received from offerings of the network and the trust that they have within a service...

Persistent link: https://www.econbiz.de/10012589595

Touch versus tech in service encounters

Fan, Alei; Mattila, Anna S. - In: The Cornell hospitality quarterly 62 (2021) 4, pp. 468-481

Persistent link: https://www.econbiz.de/10012624036