| 851795 |
Links between organisational and customer variables in service delivery: Evidence, contradictions and challenges
Alison M. Dean
(pp. 332-350)
Keywords:
Customer satisfaction,
Customer services quality,
Employee attitudes,
Profit
ArticleType: Literature review
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(293 KB)
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| 851796 |
The effect of customer card programs: A comparative study in Singapore and The Netherlands
Corine Noordhoff, Pieter Pauwels, Gaby Odekerken-Schröder
(pp. 351-364)
Keywords:
Loyalty schemes,
Retailing,
Singapore,
The Netherlands
ArticleType: General review
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(99 KB)
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| 851797 |
The impact of interpersonal relationships on customer satisfaction and loyalty to the service provider
Paolo Guenzi, Ottavia Pelloni
(pp. 365-384)
Keywords:
Customer loyalty,
Customer satisfaction,
Interpersonal relations,
Relationship marketing,
Services
ArticleType: Research paper
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(197 KB)
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| 851798 |
Service case scheduling: An exploratory description and recommendations for solution
Jacob V. Simons Jr, Gregory R. Russell, Mark E. Kraus
(pp. 385-399)
Keywords:
Customer service management,
Production scheduling,
Service operations
ArticleType: General review
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(152 KB)
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| 851799 |
Maintenance of machinery: Negotiating service contracts in business-to-business marketing
Rajesh Kumar, Tore Markeset, Uday Kumar
(pp. 400-413)
Keywords:
Contracts,
Machine tools,
Outsourcing,
Service delivery,
Servicing
ArticleType: Research paper
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(161 KB)
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