... 2022 13 10 2022 16 12 2022 07 01 2023 21 02 2023 © Emerald Publishing Limited 2023 Emerald Publishing Limited Licensed re-use rights only Consumer behaviour Electronic commerce Online platforms Services quality Online business Services recovery New...

...., 2002). E‐services Multi‐channel services Service quality Loyalty Consumer behaviour Customer services quality Similarly, we define e‐loyalty as customer loyalty towards an e‐service. We consider customer loyalty effects, taking the perspective of Han et al. (2008) , who treat...

... turned into “service factories” (Chase and Garvin, 1989). © Emerald Group Publishing Limited 2009 Six sigma Customer services quality Consumer behaviour Quality management While these are all important considerations when implementing six sigma in any environment...

... Internal marketing Customer services quality Customer satisfaction Consumer behaviour Banks Greece It has been recognized that companies face two kinds of markets and customers: internal and external (Hauser et al., 1996 ; Piercy, 1995). According to Reynoso (1994) internal...

... behaviour Internet customers enjoy a wider offer at the click of a mouse (Cox and Dale, 2001 ; Douglas et al., 2003 ; Singh, 2002 ; Yang et al. 2003), and an ever‐growing number of companies on the net providing B2C e‐commerce contributes to this phenomenon (Duffy and Dale, 2002...

... management Customer services quality Consumer behaviour United Kingdom When examining service quality consideration needs to be given to what the customer expects from the service provision and how the supplier determines this and reflects this in the service design and provision. Thus, delivering...