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Purpose – The purpose of this paper is to investigate whether customer‐perceived service quality and expectation of service quality have causal impacts on overall customer satisfaction. Design/methodology/approach – Data on all the variables were elicited from the American Customer...
Persistent link: https://www.econbiz.de/10014905214
Purpose – The aim of this paper is to advocate and implement cointegration methods for the estimation of interconnectedness of service quality and customer loyalty as intangible strategic assets within management decision. Design/methodology/approach – Using longitudinal time series...
Persistent link: https://www.econbiz.de/10014932709