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Keywords: Service profit chain
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Journal Articles
Journal:
European Journal of Marketing
European Journal of Marketing (2017) 51 (2): 282–303.
Published: 13 February 2017
...Subhash Jha; M.S. Balaji; Ugur Yavas; Emin Babakus Purpose Using the basic framework of the service profit chain, this study aims to develop an integrated model that explains the relationships among role overload (RO), customer orientation (CO), service interaction quality (IQ), customer...
Journal Articles
Journal:
European Journal of Marketing
European Journal of Marketing (2012) 46 (3-4): 489–508.
Published: 30 March 2012
... satisfaction Sales force Adaptive selling Dominance Multilevel analysis Service profit chain In this study, we collect data in the financial service industry (bank‐to‐banks relationship). Loveman (1998) studied business‐to‐consumer relationships of a regional US bank and did not find a positive...
