| 1509188 |
The relative influence of organisational commitment and job satisfaction on service quality of customer-contact employees in banking call centres
Neeru Malhotra, Avinandan Mukherjee
(pp. 162-174)
Keywords:
Banking,
Call centres,
Customer services quality,
Human resource management,
Job satisfaction,
United Kingdom
ArticleType: Research paper
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(122 KB)
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| 856013 |
Customer loyalty to content-based Web sites: the case of an online health-care service
Johanna Gummerus, Veronica Liljander, Minna Pura, Allard van Riel
(pp. 175-186)
Keywords:
Customer loyalty,
Customer services quality,
Health services,
Internet,
Trust
ArticleType: Research paper
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(181 KB)
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| 856014 |
Retaining and divesting customers: an exploratory study of right customers, “at-risk” right customers, and wrong customers
Ka-shing Woo, Henry K.Y. Fock
(pp. 187-197)
Keywords:
Customer profiling,
Customer retention,
Customer satisfaction,
Customers
ArticleType: Research paper
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(130 KB)
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| 856015 |
An exploratory study of influences on retail service quality: a focus on Kuwait and Lebanon
Peter Raven, Dianne H.B. Welsh
(pp. 198-214)
Keywords:
Kuwait,
Lebanon,
Middle East,
Quality,
Retailing
ArticleType: Research Paper
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(135 KB)
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| 856016 |
Consumer switching behavior in the Asian banking market
Philip Gerrard, J. Barton Cunningham
(pp. 215-223)
Keywords:
Banking,
Pricing,
Service failures,
Singapore
ArticleType: Research paper
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(91 KB)
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| 856017 |
Product assortment choice for independent Web-based call service centers
Amit Bhatnagar
(pp. 224-234)
Keywords:
Call centres,
Communication,
Consumers
ArticleType: Research paper
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(209 KB)
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