... very few studies conducted in a transitional economy. © Emerald Group Publishing Limited 2010 Service levels Value analysis Banking Customer satisfaction Customer loyalty Vietnam The service sector is playing an increasingly important role in the economy of many countries...

... is that the latent loyal segment has a relatively low degree of repeat purchase. Jane W. Licata can be contacted at: jwlicata@se.com © Emerald Group Publishing Limited 2009 Customer loyalty Stakeholder analysis Customer satisfaction Service levels Relationship marketing Financial services...

... marketing Service levels Financial services The study of the market orientation‐performance relationship is an on‐going research field (Deshpandé and Farley, 2004). One branch of this work involves the existence of mediating variables between these two concepts, although until now few studies have...

... ; Homans, 1974). In a service recovery context, the distributive component of perceived justice is the one that measures the perceived outcome of the firm's recovery effort. Therefore, we propose that: Spain Banking Service levels Customer satisfaction Previous research has found...