| 1563552 |
The impact of affect on service quality and satisfaction: the moderation of service contexts
Ying Jiang, Cheng Lu Wang
(pp. 211-218)
Keywords:
Customer satisfaction,
Customer services quality,
Utilitarianism
ArticleType: Research paper
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(113 KB)
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| 1563553 |
A confirmation perspective on perceived service quality
Lawrence O. Hamer
(pp. 219-232)
Keywords:
Customer services quality,
Expectation,
Perception,
Services marketing
ArticleType: Research paper
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(463 KB)
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| 1563554 |
The effectiveness of environmental claims for services advertising
Ricky Y.K. Chan, T.K.P. Leung, Y.H. Wong
(pp. 233-250)
Keywords:
Advertising,
Brand image,
China,
Corporate image,
Environmental studies,
Services
ArticleType: Research paper
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(657 KB)
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| 1563555 |
What factors influence customer-oriented prosocial behavior of customer-contact employees?
Yong-Ki Lee, Jung-Heon Nam, Dae-Hwan Park, Kyung Ah Lee
(pp. 251-264)
Keywords:
Customer service management,
Employee behaviour,
Empowerment,
Hotel and catering industry,
Job satisfaction,
South Korea,
Training
ArticleType: Research paper
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(346 KB)
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| 1563556 |
Exploring the role of culture in trust development with service providers
Jaebeom Suh, Swinder Janda, Sunhee Seo
(pp. 265-273)
Keywords:
Culture,
Relationship marketing,
Service delivery,
South Korea,
Trust,
United States of America
ArticleType: Research paper
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(138 KB)
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| 1563557 |
Gender bias in customer evaluations of service quality: an empirical investigation
Robin L. Snipes, Neal F. Thomson, Sharon L. Oswald
(pp. 274-284)
Keywords:
Customer satisfaction,
Customer services quality,
Employees,
Sex and gender issues
ArticleType: Research paper
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(150 KB)
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