E-service quality: A meta-analytic review
The dominance of the internet as a shop** and distribution channel also necessitates an
understanding of e-service quality. Using means-ends-chain theory, we develop a …
understanding of e-service quality. Using means-ends-chain theory, we develop a …
Retailing research: Past, present, and future
The field of retailing has experienced significant changes in recent years. In this article, we
review articles published in Journal of Retailing over the 2002–2007 time span, classified …
review articles published in Journal of Retailing over the 2002–2007 time span, classified …
The service recovery journey: Conceptualization, integration, and directions for future research
Y Van Vaerenbergh, D Varga… - Journal of Service …, 2019 - journals.sagepub.com
Service failures represent temporary or permanent interruptions of the customer's regular
service experience. Although the literature identifies an extensive set of organizational …
service experience. Although the literature identifies an extensive set of organizational …
[BUCH][B] Satisfaction: A behavioral perspective on the consumer: A behavioral perspective on the consumer
RL Oliver - 2014 - taylorfrancis.com
Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer
Satisfaction, this is the definitive text on the meaning, causes, and consequences of …
Satisfaction, this is the definitive text on the meaning, causes, and consequences of …
Customer experience management in retailing: understanding the buying process
Retailers recognize that greater understanding of customers can enhance customer
satisfaction and retail performance. This article seeks to enrich this understanding by …
satisfaction and retail performance. This article seeks to enrich this understanding by …
Consumer behavior and culture: Consequences for global marketing and advertising
M De Mooij - 2019 - torrossa.com
It has been 15 years since the first edition of this book. Since then, increased research
results have become available to support the understanding of culture's influence on …
results have become available to support the understanding of culture's influence on …
Key determinants of passenger loyalty in the low-cost airline business
Given the intensive rivalry in the transport industry, passenger relationship management has
become a vital concern for the low-cost airline (LCA) sector. However, determinants of LCA …
become a vital concern for the low-cost airline (LCA) sector. However, determinants of LCA …
The “terminal” effects of service failure on airlines: Examining service recovery with justice theory
The objective of this research was to examine airline passengers' service recovery
assessments. In addition, the impact of loyalty was examined with relation to postrecovery …
assessments. In addition, the impact of loyalty was examined with relation to postrecovery …
An examination of moderator effects in the four-stage loyalty model
H Evanschitzky, M Wunderlich - Journal of service research, 2006 - journals.sagepub.com
Oliver's 1997 four-stage loyalty model proposes that loyalty consists of belief, affect,
intention, and action. Although this loyalty model has recently been subject to empirical …
intention, and action. Although this loyalty model has recently been subject to empirical …
Understanding why consumers engage in electronic word-of-mouth communication: Perspectives from theory of planned behavior and justice theory
JR Fu, PH Ju, CW Hsu - Electronic Commerce Research and Applications, 2015 - Elsevier
Word-of-mouth has been recognized as a dominant factor in sha** consumer behavior.
However, what drives consumers to post their positive and negative purchasing experiences …
However, what drives consumers to post their positive and negative purchasing experiences …