| 1747570 |
Managing networks of interorganizational linkages and sustainable firm performance in business-to-business service contexts
Andreas B. Eisingerich, Simon J. Bell
(pp. 494-504)
Keywords:
Business performance,
Business-to-business marketing,
Networking,
Services,
Services marketing
ArticleType: Research paper
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(183 KB)
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| 1747571 |
Dimensions of total product knowledge in a service environment
Karin Braunsberger, R. Brian Buckler, Michael Luckett
(pp. 505-519)
Keywords:
Focus groups,
Health services,
Knowledge management,
Knowledge mapping,
User studies
ArticleType: Research paper
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(269 KB)
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| 1747572 |
Service failures and complaints in the family travel market: a justice dimension approach
Oun-Joung Park, Xinran Lehto, Jung-Kun Park
(pp. 520-532)
Keywords:
Compensation,
Complaints,
Critical incident technique,
Justice,
Service failures
ArticleType: Research paper
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(300 KB)
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| 1747573 |
Stemming the tide: dealing with the imbalance of customer relationship quality with the key contact employee versus with the firm
Sijun Wang, Lenita Davis
(pp. 533-549)
Keywords:
Customer service management,
Customers,
Employees,
Service industries
ArticleType: Research paper
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(224 KB)
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| 1747574 |
The impact of service contact type and demographic characteristics on service quality perceptions
Cheryl Ganesan-Lim, Rebekah Russell-Bennett, Tracey Dagger
(pp. 550-561)
Keywords:
Customer services quality,
Demographics,
Individual perception,
Travel
ArticleType: Research paper
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(146 KB)
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| 1747575 |
The role of store environmental stimulation and social factors on impulse purchasing
Anna S. Mattila, Jochen Wirtz
(pp. 562-567)
Keywords:
Buying behaviour,
Consumer behaviour,
Retailers,
Shopping,
Singapore
ArticleType: Research paper
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(101 KB)
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| 1747576 |
Age differences in mobile service perceptions: comparison of Generation Y and baby boomers
Archana Kumar, Heejin Lim
(pp. 568-577)
Keywords:
Baby boomer generation,
Customer loyalty,
Customer satisfaction,
Customer services quality,
Mobile communications systems
ArticleType: Research paper
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(132 KB)
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