| 1583837 |
The impact of customer relationship characteristics on customer switching behavior: Differences between switchers and stayers
Juan Pablo Maicas Lopez, Yolanda Polo Redondo, Fco. Javier Sese Olivan
(pp. 556-574)
Keywords:
Customer relations,
Relationship marketing,
Servicing,
Suppliers
ArticleType: Research paper
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(111 KB)
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| 1583838 |
Introducing employee social identification to customer satisfaction research: A hotel industry study
David Solnet
(pp. 575-594)
Keywords:
Customer satisfaction,
Research,
Service climate
ArticleType: Research paper
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(167 KB)
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| 1583839 |
Linking a service-driven market orientation to service quality
Boo Ho Voon
(pp. 595-619)
Keywords:
Customer services quality,
Higher education,
Market orientation
ArticleType: Research paper
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(184 KB)
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| 1583840 |
Service expectations of older generation Y customers: An examination of apparel retail settings
Yoon Jin Ma, Linda S. Niehm
(pp. 620-640)
Keywords:
Customer satisfaction,
Retailing,
Service levels,
Shopping
ArticleType: Research paper
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(154 KB)
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| 1583841 |
Service recovery: a naturalistic decision-making approach
Edwin Thwaites, Christine Williams
(pp. 641-653)
Keywords:
Decision making,
Empowerment,
Service levels,
Service recovery
ArticleType: Research paper
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(92 KB)
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| 1583842 |
Web site performance measurement: promise and reality
Ray Welling, Lesley White
(pp. 654-670)
Keywords:
Asset valuation,
Electronic commerce,
Internet,
Measurement,
Return on investment
ArticleType: Research paper
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(106 KB)
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