The Journal of Services Marketing 2004 |
Title | Subject | Authors |
A dimension-specific analysis of performance-only measurement of service quality and satisfaction in China's retail banking. | Business | Lianxi Zhou |
A marketing-relevant framework for understanding service worker productivity. | Business | Dobni, Dawn |
An exploratory study of influences on retail service quality: a focus on Kuwait and Lebanon. | Business | Raven, Peter, Welsh, Dianne H.B. |
An investigation into the antecedents of goal congruence in retail-service settings. | Business | Coote, Leonard V., Price, Evan, Ackfeldt, Anna-Lena |
A reconceptualisation of the satisfaction-service performance thesis. | Business | Wilson, Alan, Frimpong, Jacob |
A typology of customer-service provider relationships: the role of relational factors in classifying customers. | Business | Coulter, Robin A., Ligas, Mark |
Cognitive dissonance and the stability of service quality perceptions. | Business | Palmer, Adrian, O'Neill, Martin |
Consumer complaining to firms: the determinants of channel choice. | Business | Wirtz, Jochen, Mattila, Anna S. |
Consumers' perceptions of e-shopping characteristics: an expectancy-value approach. | Business | Dubinsky, Alan J., Heejin Lim |
Consumers' resolution of credit card problems and exit behaviors. | Business | Hogarth, Jeanne M., Hilgert, Marianne A., Kolodinsky, Jane M. |
Consumer switching behavior in the Asian banking market. | Business | Gerrard, Philip, Cunningham, J. Barton |
Consumer views of service classifications in the USA and France. | Business | Young, Clifford E., Ulaga, Wolfgang, Cunningham, Lawrence F., Moonkyu Lee |
Critical service quality encounters on the Web: an exploratory study. | Business | Sweeney, Jillian C., Lapp, Wade |
Customer and employee views of critical service incidents. | Business | Chung-Herrera, Beth G., Goldschmidt, Nadav, Hoffman, K. Doug |
Customer loyalty to content-based Web sites: the case of an online health-care service. | Business | Gummerus, Johanna, Liljander, Veronica, Pura, Minna, Riel, Allard van |
Customer satisfaction should not be the only goal. | Business | Rundle-Thiele, Sharyn, Bennett, Rebekah |
Effects of contact employee supports on critical employee responses and customer service evaluation. | Business | Mahn Hee Yoon, Jai Hyun Seo, Tae Seog Yoon |
Examining service experiences and post-consumption evaluations. | Business | Grace, Debra, O'Cass, Aron |
Exploring the determinants of retail service quality on the Internet. | Business | Long, Mary, McMellon, Charles |
Global franchising: current status and future challenges. | Business | Hoffman, Richard C., Preble, John F. |
How "placed trust" works in a service encounter. | Business | Halliday, Sue Vaux |
Jaycustomer behavior: an exploration of types and motives in the hospitality industry. | Business | Harris, Lloyd C., Reynolds, Kate L. |
Measuring customer satisfaction in the fast food industry: a cross-national approach. | Business | Goode, Mark M.H., Moutinho, Luiz, Gilbert, G. Ronald, Veloutsou, Cleopatra |
Modeling consumers' choice behavior: an application in banking. | Business | Babakus, Emin, Yavas, Ugur, Eroglu, Sevgin |
New service development: a network perspective. | Business | Perks, Helen, Syson, Fiona |
Perceptions of justice and employee willingness to engage in customer-oriented behavior. | Business | Jae-Young Kim, Junyean Moon, Dongchul Han, Surinder Tikoo |
Price changes and defection levels in a subscription-type market: can an estimation model really predict defection levels? | Business | Dawes, John |
Product assortment choice for independent Web-based call service centers. | Business | Bhatnagar, Amit |
Relating e-satisfaction to behavioral outcomes: an empirical study. | Business | Dikolli, Shane S., Bansal, Harvir S., McDougall, Gordon H.G., Sedatole, Karen L. |
Retaining and divesting customers: an exploratory study of right customers, "at-risk" right customers, and wrong customers. | Business | Ka-shing Woo, Fock, Henry K.Y. |
Rethinking customer expectations of service quality: are call centers different? | Business | Dean, Alison M. |
Rock on! An elementary model of customer satisfaction with musical performances. | Business | Hausman, Angela, Minor, Michael S., Wagner, Tillmann, Brewerton, F.J. |
Search quality in the financial services industry: a contingency perspective. | Business | Paswan, Audhesh K., Spears, Nancy, Hasty, Ron, Ganesh, Gopala |
The applicability of SERVQUAL in cross-national measurements of health-care quality.(service quality) | Business | Duffy, Michael, Duffy, Jo Ann, Kilbourne, William E., Giarchi, George |
The effectiveness of credit-card regulation for vulnerable consumers. | Business | Braunsberger, Karin, Roach, Dave, Lucas, Laurie A. |
The effect of cognitive trust on hostage relationships. | Business | Hogarth-Scott, Sandra, Colwell, Scott R. |
The effects of organisational climate on market orientation: evidence from the facilities management industry. | Business | Nwankwo, Sonny, Owusu-Frimpong, Nana, Ekwulugo, Frances |
The export of e-services in the age of technology transformation: challenges and implications for international service providers. | Business | Martin, Charles L., Javalgi, Rajshekhar G., Todd, Patricia R. |
The impact of service failure severity on service recovery evaluations andpost-recovery relationships. | Business | Jones, Michael A., Beatty, Sharon E., Seungoog Weun |
The impact of structure and process attributes on satisfaction and behavioral intentions. | Business | Powers, Thomas L., Bendall-Lyon, Dawn |
The relative influence of organisational commitment and job satisfaction on service quality of customer-contact employees in banking call centres. | Business | Malhotra, Neeru, Mukherjee, Avinandan |
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