| 1724311 |
The consumer's expectation formation process over time
Jane W. Licata, Goutam Chakraborty, Balaji C. Krishnan
(pp. 176-187)
Keywords:
Customer service management,
Customers,
Perception,
Service levels
ArticleType: Research paper
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(275 KB)
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| 1724312 |
Using volume flexible strategies to improve customer satisfaction and performance in health care services
Thomas L. Powers, Eric P. Jack
(pp. 188-197)
Keywords:
Customer satisfaction,
Marketing strategy,
Medical schools,
Service levels,
United States of America
ArticleType: Research paper
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(170 KB)
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| 1724313 |
Professional service firms entering emerging markets: the role of network relationships
Susan Freeman, Mark Sandwell
(pp. 198-212)
Keywords:
Emerging markets,
Foreign trade,
Market entry,
Service industries,
Social networks
ArticleType: Research paper
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(205 KB)
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| 1724314 |
The customer socialization paradox: the mixed effects of communicating customer role expectations
Kenneth R. Evans, Simona Stan, Lynn Murray
(pp. 213-223)
Keywords:
Customer satisfaction,
Customer services quality,
Customers,
Influence,
Socialization,
Trust
ArticleType: Research paper
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(116 KB)
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| 1724315 |
The role of emotion in explaining consumer satisfaction and future behavioural intention
David Martin, Martin O'Neill, Susan Hubbard, Adrian Palmer
(pp. 224-236)
Keywords:
Consumer behaviour,
Customer satisfaction,
Individual psychology
ArticleType: Research paper
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(211 KB)
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| 1724316 |
Determinants of the speed of elimination decision making in financial services
Paraskevas C. Argouslidis
(pp. 237-254)
Keywords:
Decision making,
Financial services,
Product elimination
ArticleType: Research paper
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(284 KB)
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| 1724317 |
Using question order for predictive service quality measures
Carol W. DeMoranville, Carol C. Bienstock, Kim Judson
(pp. 255-262)
Keywords:
Customer services quality,
Questionnaires,
SERVQUAL
ArticleType: Research paper
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(107 KB)
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