TOC: Managing Service Quality


Managing Service Quality, 21(5)

 ARC: Connections: ELMAR: TOC

Arrow Doodadareas: services: journals

Managing Service Quality 

Relevant ARCategory: Marketing Journals 

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]