| 851718 |
Developing a comprehensive picture of service failure
Mark Colgate, Melissa Norris
(pp. 215-233)
Keywords:
Banking,
Loyalty,
Service levels,
Services
ArticleType: Research paper
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(231 KB)
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| 851719 |
The contribution of emotional satisfaction to consumer loyalty
Yi-Ting Yu, Alison Dean
(pp. 234-250)
Keywords:
Customer loyalty,
Customer satisfaction,
Higher education,
Loyalty
ArticleType: Research paper
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(98 KB)
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| 851720 |
Critical incident techniques: Towards a framework for analysing the criticality of critical incidents
Bo Edvardsson, Inger Roos
(pp. 251-268)
Keywords:
Customer behaviour,
Customer loyalty,
Relationship marketing,
Service,
Service encounters
ArticleType: Conceptual Paper
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(156 KB)
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| 851721 |
Relative attitudes and commitment in customer loyalty models: Some experiences in the commercial airline industry
Andreas H. Zins
(pp. 269-294)
Keywords:
Corporate image,
Customer loyalty,
Customer satisfaction,
Relationship marketing,
Service quality
ArticleType: Research paper
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(227 KB)
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| 851722 |
Linking service structural complexity to customer satisfaction: The moderating role of type of ownership
Vicente Martínez-Tur, Jose´ M. Peiro´, Jose´ Ramos
(pp. 295-306)
Keywords:
Customer satisfaction,
Service delivery,
Services
ArticleType: Research paper
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(89 KB)
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