| 1753829 |
The nature of the service quality and satisfaction relationship: Empirical evidence for the existence of satisfiers and dissatisfiers
Birgit Leisen Pollack
(pp. 537-558)
Keywords:
Critical success factors,
Customer satisfaction,
Customer services quality,
Expectation,
Supplier relations
ArticleType: Research paper
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(171 KB)
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| 1753830 |
Prioritizing improvement of service attributes using impact range-performance analysis and impact-asymmetry analysis
Josip Mikulic, Darko Prebežac
(pp. 559-576)
Keywords:
Customer satisfaction,
Customer services quality,
Performance management,
Service improvements
ArticleType: Research paper
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(224 KB)
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| 1753831 |
A review of empirical investigations comparing quality initiatives in manufacturing and service organizations
Åsa Rönnbäck, Lars Witell
(pp. 577-593)
Keywords:
Business performance,
Employee involvement,
Manufacturing industries,
Quality management,
Service industries,
Supply chain management
ArticleType: Literature review
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(96 KB)
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| 1753832 |
What's wrong with IVR self-service
Dwane H. Dean
(pp. 594-609)
Keywords:
Computer peripheral equipment,
Customer satisfaction,
Retail trade,
Service levels,
Speech recognition
ArticleType: Research paper
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(237 KB)
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| 1753833 |
Assessing poor quality service: perceptions of customer service representatives
Marilyn M. Helms, Donna T. Mayo
(pp. 610-622)
Keywords:
Call centres,
Customer satisfaction,
Customer service management,
Problem based learning,
Quality management
ArticleType: Research paper
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(82 KB)
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| 1753834 |
Customer satisfaction and loyalty in the eyes of new and repeat customers: Evidence from the transport sector
Angelos Pantouvakis, Konstantinos Lymperopoulos
(pp. 623-643)
Keywords:
Buyer-seller relationships,
Customer loyalty,
Customer satisfaction,
Greece,
Passenger transport
ArticleType: Research paper
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(163 KB)
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