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International Journal of Service Industry Management
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International Journal of Service Industry Management

Volume 12 Issue 4

Published: 2001 | Start Page: 310

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Articles

Articles
Article No: Article Information:
851723 Evaluative and relational influences on service loyalty
Ken Butcher, Beverley Sparks, Frances O’Callaghan (pp. 310-327)
Keywords: Customer loyalty, Customer satisfaction, Quality
ArticleType: Research paper
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851724 Improving the quality of the credit authorization process: A quantitative approach
W.K. Leung, K.K. Lai (pp. 328-341)
Keywords: Credit cards, Credit rating, Service quality
ArticleType: Research paper
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851725 The impact of expected variance in performance on the satisfaction process
Jochen Wirtz, Anna S. Mattila (pp. 342-358)
Keywords: Consumer behaviour, Customer satisfaction, Modelling
ArticleType: Research Paper
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851726 Exploring consumer evaluations of e-services: a portal site
Allard C.R. van Riel, Veronica Liljander, Petra Jurriëns (pp. 359-377)
Keywords: Customer loyalty, Customer satisfaction, Internet, Service quality, Services marketing
ArticleType: Research paper
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851727 A holistic model for total quality service
G.S. Sureshchandar, Chandrasekharan Rajendran, R.N. Anantharaman (pp. 378-412)
Keywords: Factor analysis, Modelling, Service, TQM
ArticleType: Research Paper
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