Managing Service Quality: An International Journal: Volume 17 Issue 4
Table of contents
The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share‐of‐wallet
Timothy L. Keiningham, Bruce Cooil, Lerzan Aksoy, Tor W. Andreassen, Jay WeinerThe purpose of this research is to examine different customer satisfaction and loyalty metrics and test their relationship to customer retention, recommendation and share of…
Values‐based service quality for sustainable business
Bo Enquist, Bo Edvardsson, Samuel Petros SebhatuThe purpose of this research is to present a model for values‐based sustainable service business grounded in the concept of values‐based service quality.
Can banks improve customer relationships with high quality online services?
Carmel Herington, Scott WeavenThe purpose of this research is to explore the impact of online service quality on the level of customer delight and on the development of customer relationships.
An intersector analysis of the relevance of service in building a strong retail brand
Bernhard Swoboda, Frank Haelsig, Dirk Morschett, Hanna Schramm‐KleinThe purpose of this research is to try to show the relevance of service quality in building a strong retail brand. It addresses how retailer attributes affect customer‐based…
Customisation – moving customers away from the dull conformity of brand loyalty
Mario J. Miranda, László KónyaThe purpose of this research is to examine consumers' perception of the difference between customised/modified products and brand stereotypes, and the extent of brand's impact on…
Cultural influences on service quality and customer satisfaction: evidence from Greek insurance
Evangelos Tsoukatos, Graham K. RandThe purpose of this research is to examine the effect of culture on service quality and customer satisfaction.