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

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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

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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

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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

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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...

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Scale development of customer satisfaction with complaint handling and service recovery in an e-commerce setting

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Service quality and customer delight : considering the mediating role of satisfaction and loyalty

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Being moved or being satisfied? : the effect of unexpected acts of personal kindness in hospitality service encounters

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Frontline employee inspiration in retailing : conceptualization, scale development, sources, and customer outcomes

Neumüller, Kathrin - 2022

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Future research direction for customer satisfaction in relation to complaint handling and service recovery in e-commerce

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