... Small business Familiness Customer loyalty Mixed-methods research Despite the abundance of studies on the subject, there is still no consensus on the definition of a “family business” (Miller et al., 2007). Several criteria are used to understand family businesses, among which...

... proposed as an instrument to assess some of the possible determinants of customer loyalty. The model is based on agents’ ability to deliver on factors related to service quality. The measurement scale used in the study is based on the importance/performance paradigm. The results, somewhat surprisingly...