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Journal Articles

Customer satisfaction antecedents within service recovery context: Evidences from “Big 4” banks in China

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Yang Li‐hua
Journal: Nankai Business Review International
Nankai Business Review International (2012) 3 (3): 284–301.
https://doi.org/10.1108/20408741211264585
Published: 17 August 2012
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Journal Articles

A research on the psychological contract structure between service enterprises and customers: An empirical research on China's banking industry

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Yang Li, Yang Lin
Journal: Nankai Business Review International
Nankai Business Review International (2010) 1 (3): 317–337.
https://doi.org/10.1108/20408741011069232
Published: 30 July 2010
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