| 1520129 |
A re-assessment and refinement of RECOVSAT: An instrument to measure satisfaction with transaction-specific service recovery
Christo Boshoff
(pp. 410-425)
Keywords:
Customer satisfaction,
Customer services quality,
Psychometric tests,
Service delivery
ArticleType: Research paper
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(174 KB)
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| 1520130 |
Relationship benefits in an internet environment
Mark Colgate, Margo Buchanan-Oliver, Ross Elmsly
(pp. 426-436)
Keywords:
Banking,
Buyer-seller relationships,
Electronic commerce,
Internet
ArticleType: Research paper
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(101 KB)
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| 1520131 |
Beyond the friendly skies: an integrative framework for managing the air travel experience
Jordan L. Le Bel
(pp. 437-451)
Keywords:
Airlines,
Customer services quality,
Marketing
ArticleType: General review
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(223 KB)
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| 1520132 |
Managing change: a barrier to TQM implementation in service industries
Ziaul Huq
(pp. 452-469)
Keywords:
Change management,
Process management,
Service industries,
Total quality management
ArticleType: General review
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(107 KB)
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| 1520133 |
Service improvement in a sports environment: a study of spectator attendance
Barrie Dale, Jos van Iwaarden, Ton van der Wiele, Roger Williams
(pp. 470-484)
Keywords:
Customer services quality,
Relationship marketing,
Service quality assurance,
Sports
ArticleType: Research paper
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(94 KB)
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