| 1771414 |
Buying business services: towards a structured service purchasing process
Wendy van der Valk, Frank Rozemeijer
(pp. 3-10)
Keywords:
Buyer-seller relationships,
Performance management,
Purchasing,
Services,
Specifications
ArticleType: Conceptual paper
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(132 KB)
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| 1771415 |
A comparison of consumer views of traditional services and self-service technologies
Lawrence F. Cunningham, Clifford E. Young, James Gerlach
(pp. 11-23)
Keywords:
Customer satisfaction,
Individual perception,
Self-service,
Services
ArticleType: Research paper
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(262 KB)
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| 1771416 |
Consumer perceptions of internet-based e-retailing: an empirical research in Hong Kong
Ziqi Liao, Xinping Shi
(pp. 24-30)
Keywords:
Consumer behaviour,
Electronic commerce,
Hong Kong,
Marketing environment,
Retailing
ArticleType: Research paper
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(101 KB)
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| 1771417 |
Revenue management: the impact on business-to-business relationships
Xuan Lorna Wang, David Bowie
(pp. 31-41)
Keywords:
Business-to-business marketing,
Channel relationships,
Corporate strategy,
Hotels,
Key accounts,
Yield management
ArticleType: Research paper
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(260 KB)
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| 1771418 |
Linking the hierarchical service quality model to customer satisfaction and loyalty
Birgit Leisen Pollack
(pp. 42-50)
Keywords:
Customer loyalty,
Customer satisfaction,
Customer services quality,
Services
ArticleType: Research paper
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(319 KB)
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| 1771419 |
Emotional empathy and front line employees: does it make sense to care about the customer?
Philip E. Varca
(pp. 51-56)
Keywords:
Emotional dissonance,
Employees,
Role conflict,
Service delivery,
Services,
Stress
ArticleType: Research paper
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(93 KB)
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| 1771420 |
Exploring commercial friendships from employees' perspectives
Mark S. Rosenbaum
(pp. 57-66)
Keywords:
Buyer-seller relationships,
Older consumers,
Personal needs,
Relationship marketing,
Service industries,
United States of America
ArticleType: Research paper
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(170 KB)
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