| 1789592 |
Service innovation and electronic word-of-mouth: is it worth listening to?
Tor W. Andreassen, Sandra Streukens
(pp. 249-265)
Keywords:
Digital communication systems,
Group discussions,
Innovation,
Internet,
Service operations
ArticleType: Research paper
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(134 KB)
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| 1789593 |
Seller-initiated relationship ending: An empirical study of professional business-to-business services
Maria Holmlund, Päivi Hobbs
(pp. 266-285)
Keywords:
Business-to-business marketing,
Buyer-seller relationships,
Finland,
Professional services
ArticleType: Research paper
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(112 KB)
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| 1789594 |
A multi-attribute model of web site interactivity and customer satisfaction: An application of the Kano model
Miao Zhao, Ruby Roy Dholakia
(pp. 286-307)
Keywords:
Buyer-seller relationships,
Customer satisfaction,
Internet,
Product attributes
ArticleType: Research paper
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(321 KB)
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| 1789595 |
Service quality, emotional satisfaction, and behavioural intentions: A study in the hotel industry
Riadh Ladhari
(pp. 308-331)
Keywords:
Canada,
Customer satisfaction,
Customer services quality,
Hospitality services
ArticleType: Research paper
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(229 KB)
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| 1789596 |
Service experience and service design: concepts and application in tourism SMEs
Anita Zehrer
(pp. 332-349)
Keywords:
Customer orientation,
Hospitality management,
Market orientation,
Service delivery,
Small to medium-sized enterprises,
Tourism management
ArticleType: Conceptual paper
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(148 KB)
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| 1789597 |
Service quality, satisfaction, and behavioural intentions: A study of low-cost airline carriers in Thailand
Gour C. Saha, Theingi
(pp. 350-372)
Keywords:
Airlines,
Behaviour,
Customer satisfaction,
Customer services quality,
Thailand
ArticleType: Research paper
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(263 KB)
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