| 1509831 |
Assessing the human element in service personality formation: personality congruency and the Five Factor Model
Eric G. Harris, David E. Fleming
(pp. 187-198)
Keywords:
Advertising,
Customer service management,
Marketing communications,
Promotional methods,
Services marketing
ArticleType: Research paper
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(170 KB)
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| 1509832 |
Determinants of multiple channel choice in financial services: an environmental uncertainty model
Filipe Coelho, Chris Easingwood
(pp. 199-211)
Keywords:
Distribution channels and markets,
Financial services,
Supply chain management,
Uncertainty management,
United Kingdom
ArticleType: Research paper
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(163 KB)
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| 1509833 |
Market orientation, strategic flexibility, and performance: implications for services providers
Rajshekhar (Raj) G. Javalgi, Thomas W. Whipple, Amit K. Ghosh, Robert B. Young
(pp. 212-221)
Keywords:
Competitive advantage,
Market orientation,
Marketing strategy,
Performance measurement (quality),
Response flexibility,
Services
ArticleType: Conceptual paper
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(194 KB)
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| 1509834 |
Loyalty programs and a sense of community
Mark S. Rosenbaum, Amy L. Ostrom, Ronald Kuntze
(pp. 222-233)
Keywords:
Brand loyalty,
Brand management,
Communities,
Customer satisfaction,
Loyalty schemes
ArticleType: Research paper
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(140 KB)
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| 1509835 |
The impact of customer relationship marketing on the firm performance: a Spanish case
Carmen Camarero Izquierdo, Jesús Gutiérrez Cillán, Sonia San Martín Gutiérrez
(pp. 234-244)
Keywords:
Customer loyalty,
Relationship marketing,
Services marketing,
Spain
ArticleType: Research paper
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(186 KB)
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| 1509836 |
The effect of intercultural sensitivity on employee performance in cross-cultural service encounters
Steve Sizoo, Richard Plank, Wilfried Iskat, Hendrick Serrie
(pp. 245-255)
Keywords:
Consumer behaviour,
Cross-cultural studies,
Customer service management,
Customer services quality,
United States of America
ArticleType: Research paper
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(407 KB)
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