| 1558455 |
I love my accountants – they're wonderful: understanding customer delight in the professional services arena
Kevin M. McNeilly, Terri Feldman Barr
(pp. 152-159)
Keywords:
Accountants,
Customer satisfaction
ArticleType: Research paper
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(105 KB)
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| 1558456 |
Why consumers are not using internet banking: a qualitative study
Philip Gerrard, J. Barton Cunningham, James F. Devlin
(pp. 160-168)
Keywords:
Banking,
Consumer behaviour,
Financial services,
Internet
ArticleType: Research paper
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(105 KB)
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| 1558457 |
The impact of market price volatility on consumer satisfaction with lowest-price refunds
Hooman Estelami, Heather Bergstein
(pp. 169-177)
Keywords:
Customer satisfaction,
Customer services quality,
Pricing
ArticleType: Research paper
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(139 KB)
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| 1558458 |
Segmenting service “complainers” and “non-complainers” on the basis of consumer characteristics
Kelli Bodey, Debra Grace
(pp. 178-187)
Keywords:
Consumer behaviour,
Consumers,
Personality,
Services
ArticleType: Research paper
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(124 KB)
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| 1558459 |
Modeling store loyalty: perceived value in market orientation practice
Shu-Ching Chen, Pascale G. Quester
(pp. 188-198)
Keywords:
Customer loyalty,
Market orientation
ArticleType: Research paper
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(188 KB)
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| 1558460 |
The art of service recovery: fact or fiction?
Mary Ann Hocutt, Michael R. Bowers, D. Todd Donavan
(pp. 199-207)
Keywords:
Customer satisfaction,
Customer service management,
Service failures
ArticleType: Research paper
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(141 KB)
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