| 1528655 |
The impact of service provider emotional intelligence on customer satisfaction
Sally Kernbach, Nicola S. Schutte
(pp. 438-444)
Keywords:
Buyer-seller relationships,
Customer satisfaction,
Individual psychology,
Service delivery,
Servicing
ArticleType: Research paper
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(93 KB)
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| 1528656 |
Is there a difference in tipping in restaurant versus non-restaurant service encounters, and do ethnicity and gender matter?
Paul Sergius Koku
(pp. 445-452)
Keywords:
Ethnic groups,
Gender,
Hotel and catering industry,
Price positioning,
Service charges
ArticleType: Research paper
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(99 KB)
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| 1528657 |
Competitive environment, market orientation, and the use of relational approaches to the marketing of charity beneficiary services
Roger Bennett
(pp. 453-469)
Keywords:
Charities,
Relationship marketing,
Services marketing
ArticleType: Research paper
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(236 KB)
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| 1528658 |
A multiple-item scale for measuring customer loyalty development
Rosalind McMullan
(pp. 470-481)
Keywords:
Behaviourally-anchored rating scales,
Consumer behaviour,
Customer loyalty,
Customer service management
ArticleType: Research paper
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(490 KB)
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| 1528659 |
The impact of customer-to-customer interactions in a high personal contact service setting
Robert Moore, Melissa L. Moore, Michael Capella
(pp. 482-491)
Keywords:
Consumer behaviour,
Customer loyalty,
Interpersonal relations,
Services marketing,
Social interaction
ArticleType: Research paper
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(175 KB)
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| 1528660 |
Exploring loyal qualities: assessing survey-based loyalty measures
Sharyn Rundle-Thiele
(pp. 492-500)
Keywords:
Attitude surveys,
Australia,
Customer loyalty,
Customer retention,
Service industries
ArticleType: Research paper
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(109 KB)
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