| 1734979 |
The impact of customers' perception of varying degrees of customer service on commitment and perceived relative attractiveness
Tor W. Andreassen, Line L. Olsen
(pp. 309-328)
Keywords:
Banking,
Consumer behaviour,
Customer relations,
Customer services quality,
Norway
ArticleType: Research paper
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(165 KB)
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| 1734980 |
Web site satisfaction and purchase intentions: Impact of personality characteristics during initial web site visit
Chatura Ranaweera, Harvir Bansal, Gordon McDougall
(pp. 329-348)
Keywords:
Consumer behaviour,
Consumer risk,
Electronic commerce,
Personality,
Trust,
World wide web
ArticleType: Research paper
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(208 KB)
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| 1734981 |
Understanding core and peripheral service quality in customer repurchase of the performing arts
Margee Hume
(pp. 349-369)
Keywords:
Consumer behaviour,
Customer satisfaction,
Customer services quality,
Performing arts
ArticleType: Research paper
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(144 KB)
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| 1734982 |
Antecedents and effects of emotional satisfaction on employee-perceived service quality
Terje Slåtten
(pp. 370-386)
Keywords:
Customer services quality,
Employee attitudes,
Employee behaviour,
Norway,
Role ambiguity,
Role conflict
ArticleType: Research paper
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(132 KB)
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| 1734983 |
Innovation of product-related services
Heiko Gebauer, Regine Krempl, Elgar Fleisch, Thomas Friedli
(pp. 387-404)
Keywords:
Innovation,
New products,
Services
ArticleType: Case study
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(112 KB)
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| 1734984 |
Customer satisfaction and service quality measurement in Indian call centres
Anand Kumar Jaiswal
(pp. 405-416)
Keywords:
Call centres,
Customer satisfaction,
Customer services quality,
India
ArticleType: Research paper
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(79 KB)
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