Issues

Satisfaction, inertia, and customer loyalty in the varying levels of the zone of tolerance and alternative attractiveness

Li‐Wei Wu
View articletitled, SCM.SharedControls.Infrastructure.TitleDisplayModel?.Text
Open the PDF for in another window
Add to Citation Manager for Satisfaction, inertia, and customer loyalty in the varying levels of the zone of tolerance and alternative attractiveness

A SOS construct of negative emotions in customers' service experience (CSE) and service recovery by firms (SRF)

Sander Svari; Terje Slåtten; Göran Svensson; Bo Edvardsson
View articletitled, SCM.SharedControls.Infrastructure.TitleDisplayModel?.Text
Open the PDF for in another window
Add to Citation Manager for A SOS construct of negative emotions in customers' service experience (CSE) and service recovery by firms (SRF)

Franchise partner selection: perspectives of franchisors and franchisees

Maureen Brookes; Levent Altinay
View articletitled, SCM.SharedControls.Infrastructure.TitleDisplayModel?.Text
Open the PDF for in another window
Add to Citation Manager for Franchise partner selection: perspectives of franchisors and franchisees

The effect of service employees' competence on financial institutions' image: benevolence as a moderator variable

Nha Nguyen; André Leclerc
View articletitled, SCM.SharedControls.Infrastructure.TitleDisplayModel?.Text
Open the PDF for in another window
Add to Citation Manager for The effect of service employees' competence on financial institutions' image: benevolence as a moderator variable

An examination of consumer advocacy and complaining behavior in the context of service failure

Piotr Chelminski; Robin A. Coulter
View articletitled, SCM.SharedControls.Infrastructure.TitleDisplayModel?.Text
Open the PDF for in another window
Add to Citation Manager for An examination of consumer advocacy and complaining behavior in the context of service failure

Do switching barriers in the retail banking industry influence bank customers in different age groups differently?

Goitom Tesfom; Nancy J. Birch
View articletitled, SCM.SharedControls.Infrastructure.TitleDisplayModel?.Text
Open the PDF for in another window
Add to Citation Manager for Do switching barriers in the retail banking industry influence bank customers in different age groups differently?

A transactional model of forgiveness in the service failure context: a customer‐driven approach

Yelena Tsarenko; Dewi Rooslani Tojib
View articletitled, SCM.SharedControls.Infrastructure.TitleDisplayModel?.Text
Open the PDF for in another window
Add to Citation Manager for A transactional model of forgiveness in the service failure context: a customer‐driven approach

Book Review

Memorable Customer Experiences: A Research Anthology

Willemijn van Dolen
View articletitled, SCM.SharedControls.Infrastructure.TitleDisplayModel?.Text
Add to Citation Manager for Memorable Customer Experiences: A Research Anthology