| 1599301 |
The effects of obtaining one's preferred service brand on consumer satisfaction and brand loyalty
Audhesh K. Paswan, Nancy Spears, Gopala Ganesh
(pp. 75-87)
Keywords:
Brand loyalty,
Brands,
Consumer behaviour,
Customer satisfaction,
Higher education,
Overseas students
ArticleType: Research paper
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(130 KB)
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| 1599302 |
Trading places redux: employees as customers, customers as employees
Michael R. Bowers, Charles L. Martin
(pp. 88-98)
Keywords:
Customer relations,
Customer service management,
Employees,
Internal marketing
ArticleType: Conceptual paper
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(219 KB)
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| 1599303 |
To do or not to do: the dilemma of technology-based service improvement
Yaron Timmor, Talia Rymon
(pp. 99-111)
Keywords:
Consumer behaviour,
Customer satisfaction,
Customer service management,
Technology led strategy
ArticleType: Research paper
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(166 KB)
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| 1599304 |
Demographic correlates of loyalty in a service context
Paul G. Patterson
(pp. 112-121)
Keywords:
Customer loyalty,
Customer retention,
Demographics,
Gender,
Service industries
ArticleType: Research paper
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(220 KB)
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| 1599305 |
The evaluation stage in the service elimination decision-making process: evidence from the UK financial services sector
Paraskevas C. Argouslidis
(pp. 122-136)
Keywords:
Customer service management,
Decision making,
Financial services,
Product elimination,
Product management,
United Kingdom
ArticleType: Research paper
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(239 KB)
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| 1599306 |
Zone-of-tolerance moderates the service quality-outcome relationship
Kenneth B. Yap, Jillian C. Sweeney
(pp. 137-148)
Keywords:
Consumer behaviour,
Customer requirements,
Customer satisfaction,
Customer services quality,
Service levels
ArticleType: Research paper
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(141 KB)
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