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Keywords: Service assurance
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Journal Articles
Journal:
The TQM Journal
The TQM Journal (2017) 29 (1): 19–36.
Published: 09 January 2017
...Ernest Emeka Izogo Purpose The purpose of this paper is to examine how firms can influence customer loyalty through customer commitment by leveraging two constructs of service quality: service assurance and service reliability. Design/methodology/approach The analyses are based on 138...
