| 1603346 |
The synergic relationship between TQM and marketing in creating customer value
Cristina Mele
(pp. 240-258)
Keywords:
Consumer marketing,
Customer satisfaction,
Total quality management,
Value analysis
ArticleType: Research paper
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(128 KB)
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| 1603347 |
Ethnicity and customer satisfaction in the financial services sector
Jose Lopez, Laura Kozloski Hart, Alison Rampersad
(pp. 259-274)
Keywords:
Banking,
Customer satisfaction,
Customer services quality,
Ethnic groups,
Financial services,
United States of America
ArticleType: Research paper
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(88 KB)
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| 1603348 |
The influence of culture on perceptions of service employee behavior
Mikyoung Kong, Giri Jogaratnam
(pp. 275-297)
Keywords:
Cross-cultural management,
Customer satisfaction,
Employee behaviour,
Food service,
Restaurants,
Service levels
ArticleType: Research paper
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(127 KB)
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| 1603349 |
A model of customer retention of dissatisfied business services customers
Lesley White, Venkata Yanamandram
(pp. 298-316)
Keywords:
Business-to-business marketing,
Consumer behaviour,
Customer retention,
Customer satisfaction,
Service industries
ArticleType: General review
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(198 KB)
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| 1603350 |
Perceived e-service quality (PeSQ): Measurement validation and effects on consumer satisfaction and web site loyalty
Eduard Cristobal, Carlos Flavián, Miguel Guinalíu
(pp. 317-340)
Keywords:
Consumer behaviour,
Customer satisfaction,
Electronic commerce,
Internet,
User studies
ArticleType: Research paper
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(165 KB)
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| 1603351 |
Internet retailing quality: one size does not fit all
Julie E. Francis
(pp. 341-355)
Keywords:
Customer requirements,
Customer services quality,
Electronic commerce,
Internet marketing,
Internet shopping
ArticleType: Research paper
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(90 KB)
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