| 1610303 |
Customer orientation, relationship quality, and relational benefits to the firm
Gerrard Macintosh
(pp. 150-159)
Keywords:
Customer loyalty,
Customer orientation,
Customer relations
ArticleType: Research paper
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(298 KB)
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| 1610304 |
How consumers with disabilities perceive “welcome” in retail servicescapes: a critical incident study
Stacey Menzel Baker, Jonna Holland, Carol Kaufman-Scarborough
(pp. 160-173)
Keywords:
Consumer behaviour,
Critical incident technique,
Disabled people,
Perception,
United States of America
ArticleType: Research paper
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(253 KB)
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| 1610305 |
A proposed multi-dimensional approach to evaluating service recovery
Mahesh S. Bhandari, Yelena Tsarenko, Michael Jay Polonsky
(pp. 174-185)
Keywords:
Customer satisfaction,
Customer service management,
Service failures
ArticleType: Research paper
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(186 KB)
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| 1610306 |
An exploratory study of employee turnover indicators as predictors of customer satisfaction
Robert F. Hurley, Hooman Estelami
(pp. 186-199)
Keywords:
Customer satisfaction,
Customer services quality,
Employee turnover,
Human resource management
ArticleType: Research paper
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(181 KB)
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| 1610307 |
Services purchased at brick and mortar versus online stores, and shopping motivation
Rajasree K. Rajamma, Audhesh K. Paswan, Gopala Ganesh
(pp. 200-212)
Keywords:
Consumer behaviour,
Electronic commerce,
Motivation (psychology),
Perception,
Retailing
ArticleType: Research paper
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(328 KB)
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| 1610308 |
The service recovery paradox: justifiable theory or smoldering myth?
Vincent P. Magnini, John B. Ford, Edward P. Markowski, Earl D. Honeycutt Jr
(pp. 213-225)
Keywords:
Customer service management,
Customer services quality,
Service failures
ArticleType: Research paper
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(301 KB)
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