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

... the affective component of commitment and the behavior of repeat purchasing. 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...

... Market orientation Relationship 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...

... recovery. © Emerald Group Publishing Limited 2007 Spain Banking Service levels Customer satisfaction Previous research has found that a successful recovery, that is, the successful actions a service provider takes in response to a service failure (Grönroos, 1988), could mean...