...Yahya Skaf; Charbel Eid; Alkis Thrassou; Sam El Nemar; Karim S. Rebeiz Purpose This research addresses the critical challenge of fostering customer loyalty within the highly competitive landscape of the insurance industry. The study investigates the interplay between customer satisfaction, loyalty...

...Evangelos Tsoukatos Purpose The purpose of this study is to demonstrate the potential of importance‐performance (IP) analysis as a decision‐making tool for service management, employing IP analysis to assess the performance of Greek insurance in delivering quality services. Design/methodology...