| 851702 |
Patient satisfaction with medical encounters – a cross-cultural perspective
Kathryn Frazer Winsted
(pp. 399-421)
Keywords:
Customer satisfaction,
Health services,
Service operations
ArticleType: Research paper
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(146 KB)
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| 851703 |
Quality of work life and performance – An investigation of two key elements in the service profit chain model
R.S.M. Lau
(pp. 422-437)
Keywords:
Profit,
Profitability,
Quality of working life,
Service organizations
ArticleType: Research paper
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(216 KB)
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| 851704 |
Using service quality data for competitive marketing decisions
Roland T. Rust, Peter J. Danaher, Sajeev Varki
(pp. 438-469)
Keywords:
Marketing,
Marketing decision making,
Service quality
ArticleType: Research paper
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(441 KB)
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| 851705 |
Switching costs, alternative attractiveness and experience as moderators of relationship commitment in professional, consumer services
Neeru Sharma, Paul G. Patterson
(pp. 470-490)
Keywords:
Professional service firms,
Relationship marketing
ArticleType: Research paper
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(156 KB)
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| 851706 |
A customer-service worker relationship model
Liliana L. Bove, Lester W. Johnson
(pp. 491-511)
Keywords:
Customer loyalty,
Customers,
Service levels
ArticleType: Conceptual Paper
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(354 KB)
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