| 1714599 |
Value in use through service experience
Sara Sandström, Bo Edvardsson, Per Kristensson, Peter Magnusson
(pp. 112-126)
Keywords:
Customer satisfaction,
Functional differentiation,
Services,
Value-in-use pricing
ArticleType: Research paper
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(168 KB)
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| 1714600 |
Effects of e-service quality on loyalty intention: an empirical study in online auction
Chia-Hui Yen, Hsi-Peng Lu
(pp. 127-146)
Keywords:
Auctions,
Customer loyalty,
Customer satisfaction,
Customer services quality,
Online operations
ArticleType: Research paper
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(221 KB)
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| 1714601 |
The role of emotion in service evaluation: Senior citizens' assessments of long-term care services
Anna Essén, Solveig Wikström
(pp. 147-162)
Keywords:
Customer satisfaction,
Elder care,
Health services,
Long-term care,
Sweden
ArticleType: Research paper
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(102 KB)
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| 1717896 |
The impact of satisfaction and image on loyalty: the case of Alpine ski resorts
Rita Faullant, Kurt Matzler, Johann Füller
(pp. 163-178)
Keywords:
Customer loyalty,
Customer satisfaction,
Individual behaviour,
Product image,
Tourism
ArticleType: Research paper
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(174 KB)
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| 1717897 |
How some service firms have become part of “service excellence” folklore: An exploratory study
David Solnet, Jay Kandampully
(pp. 179-193)
Keywords:
Best practice,
Postmodernism,
Services,
Storytelling
ArticleType: Research paper
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(101 KB)
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| 1714602 |
Call centre service quality for the public: a Scottish framework for the future
Adrienne Curry, Wilma Lyon
(pp. 194-208)
Keywords:
Call centres,
Customer services quality,
Managers
ArticleType: Research paper
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(172 KB)
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