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Keywords: Perceived employee service delivery skills
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Journal Articles
A relationship marketing perspective on delight, its antecedents and outcomes in a banking context
Available to Purchase
Journal:
European Business Review
European Business Review (2023) 35 (3): 306–336.
Published: 20 February 2023
... and Zaid, 2021 ; Zaman et al., 2021). Perceived employee service delivery skills Perceived value Trust Surprise Delight Loyalty Referral intention As the state of the banking industry is oligopolistic in nature in Botswana, this limits the entrance of new players, as the entry...
Journal Articles
Customer satisfaction/delight and behavioural intentions of cell phone network customers – an emerging market perspective
Available to Purchase
Journal:
European Business Review
European Business Review (2018) 30 (4): 427–445.
Published: 11 June 2018
... are assessed. Findings Perceived employee service delivery skills (PESDS) and value significantly and positively influence customer satisfaction/delight experiences, whereas customer satisfaction/delight experiences significantly and positively influence their BIs. Research limitations/implications...
