| 851781 |
The impact of customer participation and service expectation on Locus attributions following service failure
HsiuJu Rebecca Yen, Kevin P. Gwinner, Wanru Su
(pp. 7-26)
Keywords:
Customers,
Service failures,
Service quality assurance
ArticleType: Research paper
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(130 KB)
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| 1454626 |
The influence of employee organizational citizenship behavior on customer loyalty
Carmen Barroso Castro, Enrique Martín Armario, David Martín Ruiz
(pp. 27-53)
Keywords:
Customer loyalty,
Customer satisfaction,
Marketing processes,
Organizational behaviour
ArticleType: Research paper
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(173 KB)
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| 851782 |
Managing customer expectations in the service encounter
Ray W. Coye
(pp. 54-71)
Keywords:
Consumer research,
Service control,
Service delivery,
Specific performance standard
ArticleType: Conceptual Paper
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(278 KB)
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| 851783 |
New service development in high tech sectors: A decision-making perspective
Allard C.R. van Riel, Annouk Lievens
(pp. 72-101)
Keywords:
Case studies,
Decision making,
Information processing,
Innovation,
Mobile communication systems,
Research
ArticleType: Case study
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(224 KB)
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| 851784 |
What drives consumers to shop online? A literature review
Toñita Perea y Monsuwé, Benedict G.C. Dellaert, Ko de Ruyter
(pp. 102-121)
Keywords:
Information media,
Internet,
Purchasing,
Shopping
ArticleType: Literature review
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(187 KB)
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