Purpose–The goal of the present conceptual paper is to integrate two streams of literature
related to service failures: customer complaining behaviors (CCB) and service recovery …

Purpose–The purpose of this paper is to review the literature on customer relationship
management (CRM) to obtain a comprehensive framework of mutually exclusive CRM …

" Services Marketing is well known for its authoritative presentation and strong instructor
support. The new 6th edition continues to deliver on this promise. Contemporary Services …

Purpose–The present paper is an attempt to provide a holistic approach of the Greek
banking sector and how it operates. Design/methodology/approach–A survey was carried …

Purpose–With the prevalence of the internet, whether various interactive relationship
building between online channel and consumers may lead or not to profit has been paid …

Purpose–Having a successful brand that is integrated and coherent can provide a
sustainable competitive advantage. The aim of this paper is to identify internal factors …

This study proposes a dual-factor model to study the factors driving consumer loyalty to IT
products. This model was developed on the basis of expectation–confirmation model (ECM) …

Purpose–Empirical studies investigating the antecedents of customer loyalty typically focus
on satisfaction. This study aims to develop and test a more comprehensive model of the …

Not every branded app can successfully draw consumers' attention and continued usage.
Although smartphone apps are effective tools for retaining customers, few studies have …

Purpose–To investigate the determinants of behavioural brand loyalty amongst dissatisfied
customers in the business‐to‐business (B2B) services sector. Design/methodology …