ARC: Connections: ELMAR: TOC areas: services: journals

Managing Service Quality  Relevant ARCategory: Marketing Journals

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The influence of active and passive customer behavior on switching in customer relationships
–Inger Roos, Anders Gustafsson [Publisher] [Google Scholar]

Examining competitive priorities and competitive advantage in service organisations using Importance-Performance Analysis matrix
–Daniel I. Prajogo, Peggy McDermott [Publisher] [Google Scholar]

Complaints-handling procedures of human services charities: Prevalence, antecedents, and outcomes of strategic approaches
–Roger Bennett, Sharmila Savani [Publisher] [Google Scholar]

Consumer responses to online retailer’s service recovery after a service failure: A perspective of justice theory
–Hsin-Hui Lin, Yi-Shun Wang, Li-Kuan Chang [Publisher] [Google Scholar]

The role of expected future use in relationship-based service retention
–Jiun-Sheng Chris Lin, Chung-Yueh Wu [Publisher] [Google Scholar]

Effects of an emotional intelligence training program on service quality of bank branches
–Mina Beigi, Melika Shirmohammadi [Publisher] [Google Scholar]

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