Keywords: Norway
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Journal Articles

Customer loyalty and complex services: The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise

Tor Wallin Andreassen, Bodil Lindestad
Journal: Journal of Service Management
International Journal of Service Industry Management (1998) 9 (1): 7–23.
https://doi.org/10.1108/09564239810199923
Published: 01 March 1998
... Corporate image Customer satisfaction Marketing Norway Research Service quality In today’s competitive markets services and service companies within the same industry are becoming increasingly similar. Differentiation through the delivery channel (i.e. delivery of services against payment...
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Journal Articles

Agents of change?: Bank branch managers and the management of corporate culture change

Bjorn Brubakk, Adrian Wilkinson
Journal: Journal of Service Management
International Journal of Service Industry Management (1996) 7 (2): 21–43.
https://doi.org/10.1108/09564239610113451
Published: 01 May 1996
... though, it is still difficult to find industry‐dependent analysis which provides a contextual account of corporate culture change. This article will analyse such processes by looking at the financial services sector in Norway. The role played by leaders is an integral part of most texts on culture...
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Journal Articles

Scandinavian Management and the Nordic School of Services‐Contributions to Service Management and Quality

Christian Grönroos
Journal: Journal of Service Management
International Journal of Service Industry Management (1991) 2 (3): 17–26.
https://doi.org/10.1108/09564239110007247
Published: 01 December 1991
... is included. © MCB UP Limited 1991 Denmark Finland Norway Quality Research Service industries Sweden ...
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