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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

International Journal of Service Industry Management (1998) 9 (1): 7–23.

https://doi.org/10.1108/09564239810199923

Published: 01 March 1998

... 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) is difficult...

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Journal Articles

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

Bjorn Brubakk, Adrian Wilkinson

International Journal of Service Industry Management (1996) 7 (2): 21–43.

https://doi.org/10.1108/09564239610113451

Published: 01 May 1996

... Norway Corporate culture has had an increasing impact on the way both theorists and practitioners understand the processes in and the management of organizations. During recent years there has been an undisputed increase in both managerial and theoretical interest in the field of corporate...