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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
... Employee satisfaction Sales force Adaptive selling Dominance Multilevel analysis Service profit chain Numerous studies have investigated drivers of customer satisfaction in a consumer setting (e.g. Westbrook, 1981 ; Zeithaml et al., 1988). However, when investigating customer...
