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Customer engagement : the construct, antecedents, and consequences

Pansari, Anita; Kumar, V. - In: Journal of the Academy of Marketing Science 45 (2017) 3, pp. 294-311

Persistent link: https://www.econbiz.de/10011684964

Language divergence in service encounters : revisiting its influence on word-of-mouth

Balaji, M. S.; Roy, Sanjit; Lassar, Walfried M. - In: Journal of business research : JBR 72 (2017), pp. 210-213

Persistent link: https://www.econbiz.de/10011645579

Antecedents of customer loyalty (CL) in the mobile telecommunication companies in Cameroon

Tarkang, Marymagdaline E.; Yunji, Ruth N.; Asongu, Simplice - 2021

examining the influence of the five service quality dimensions; tangibility, reliability, assurance, responsiveness, and empathy … 20. Tangibility, reliability, and assurance dimensions of staff service quality showed a positive relationship with …

Persistent link: https://www.econbiz.de/10012652997

A study of the relationship between total quality management and business performance in the banking sector

Tagger, Sukhjinder Singh; Gupta, Munish - In: International journal of business competition and … 7 (2020) 2, pp. 118-132

Persistent link: https://www.econbiz.de/10012506221

Modelling service quality in the construction industry

Sunindijo, Riza Yosia; Hadikusumo, Bonaventura H.W.; … - In: International Journal of Business Performance Management 15 (2014) 3, pp. 262-276

four dimensions of service quality: reliability, responsiveness, assurance, and tangibility, in which the first three …

Persistent link: https://www.econbiz.de/10010795454

Consumer cynicism in service failures

Tran, Hai-Anh; Strizhakova, Yuliya; Usrey, Bryan; … - In: Psychology & marketing 39 (2022) 2, pp. 346-359

Persistent link: https://www.econbiz.de/10012796107

Do port security quality and service quality influence customer satisfaction and loyalty?

Chang, Chia-Hsun; Vinh Van Thai - In: Maritime policy and management : MPM 43 (2016) 5/6, pp. 720-736

Persistent link: https://www.econbiz.de/10011577252

Drivers of customer satisfaction and relationship quality in system delivery projects

Haverila, Matti Juhani; Martinsuo, Miia; Naumann, Earl - In: Journal of strategic marketing 21 (2013) 7, pp. 613-636

Persistent link: https://www.econbiz.de/10010233690

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

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

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