| 842874 |
Comfort your online customer: quality, trust and loyalty on the internet
Dina Ribbink, Allard C.R. van Riel, Veronica Liljander, Sandra Streukens
(pp. 446-456)
Keywords:
Customer loyalty,
Customer satisfaction,
Customer services quality,
Electronic commerce,
Trust
ArticleType: Research Paper
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(153 KB)
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| 842875 |
Service skills for service workers: emotional intelligence and beyond
Philip E. Varca
(pp. 457-467)
Keywords:
Customer services quality,
Intelligence,
Services,
Skills
ArticleType: Research Paper
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(123 KB)
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| 842876 |
A customized construct of sequential service quality in service encounter chains: time, context, and performance threshold
Göran Svensson
(pp. 468-475)
Keywords:
Customer services quality,
Performance measurement (quality)
ArticleType: Conceptual Paper
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(183 KB)
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| 842877 |
The effects of organizational responses to complaints on satisfaction and loyalty: a study of hotel guests in Northern Cyprus
Osman M. Karatepe, Erdogan H. Ekiz
(pp. 476-486)
Keywords:
Complaints,
Customer loyalty,
Customer satisfaction,
Cyprus,
Organizational behaviour
ArticleType: Research Paper
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(165 KB)
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| 842878 |
Service quality measurements in ports of a developing economy: Nigerian ports survey
Chinonye Ugboma, Callistus Ibe, Innocent C. Ogwude
(pp. 487-495)
Keywords:
Customer services quality,
Developing countries,
Expectation,
Nigeria,
Perception
ArticleType: Research Paper
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(84 KB)
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| 842879 |
A transparent role of information systems within business processes: a case study
Menno Verboom, Jos van Iwaarden, Ton van der Wiele
(pp. 496-505)
Keywords:
Information systems,
Process management,
Process planning,
Quality management,
Services
ArticleType: Case study
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(283 KB)
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