Giovanis, Apostolos; Athanasopoulou, Pinelopi; … - In: Journal of Service Theory and Practice 25 (2015) 6, pp. 744-776
Purpose – The purpose of this paper is to extend the well-established nomological network of service quality-relationship quality-customer loyalty by introducing service fairness – a distinct service evaluation concept. Specifically, the study aims to investigate the impact of service...