| 851769 |
The influence of satisfaction, trust and switching barriers on customer retention in a continuous purchasing setting
Chatura Ranaweera, Jaideep Prabhu
(pp. 374-395)
Keywords:
Customer retention,
Purchasing,
Services,
Trust
ArticleType: Research paper
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(183 KB)
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| 851770 |
A typology of Korean discount shoppers: shopping motives, store attributes, and outcomes
Byoungho Jin, Jai-Ok Kim
(pp. 396-419)
Keywords:
Discounts,
Motivation (psychology),
Shopping,
South Korea,
Stores and supermarkets
ArticleType: Research paper
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(124 KB)
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| 851771 |
The consumer as “transient employee”: Consumer satisfaction through the lens of job-performance models
Karthik Namasivayam
(pp. 420-435)
Keywords:
Consumer satisfaction,
Human resource management,
Job satisfaction,
Performance measurement (quality),
Services
ArticleType: Research paper
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(127 KB)
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| 851772 |
Service failures away from home: benefits in intercultural service encounters
Clyde A. Warden, Tsung-Chi Liu, Chi-Tsun Huang, Chi-Hsun Lee
(pp. 436-456)
Keywords:
Culture (sociology),
Service failures,
Taiwan
ArticleType: Research paper
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(379 KB)
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| 851773 |
State-based management: A process for reducing customer waiting in over-the-counter service operations
Margaret Rossiter
(pp. 458-470)
Keywords:
Banking,
Queueing time,
Services
ArticleType: Technical paper
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(457 KB)
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