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Social media and value creation : the role of interaction satisfaction and interaction immersion

Hamilton, Mitchell; Kaltcheva, Velitchka D.; Rohm, Andrew J. - In: Journal of interactive marketing : a quarterly … 36 (2016), pp. 121-133

Persistent link: https://www.econbiz.de/10011616016

Service quality perspectives and satisfaction in private banking

Lassar, Walfried M.; Manolis, Chris; Winsor, Robert D. - In: Journal of Services Marketing 14 (2000) 3, pp. 244-271

Examines the effects of service quality on customer satisfaction from two distinct methodological perspectives. Specifically, a study utilizing a sample of international private banking customers is conducted wherein service quality is operationalized via two distinct and well‐known measures...

Persistent link: https://www.econbiz.de/10014904888

Servqual: a multiple-item scale for measuring customer perceptions of service quality

Parasuraman, A.; Zeithaml, Valarie A.; Berry, Leonard L. - 1986

Persistent link: https://www.econbiz.de/10000767760

E-S-Qual : a multiple-item scale for assessing electronic service quality ; Report No. 04-112

Parasuraman, A.; Zeithaml, Valarie A.; Malhotra, Arvind - In: MSI reports : working paper series (2004) 3, pp. 3-25

Persistent link: https://www.econbiz.de/10002566757

When service customers do not consume in isolation : a typology of customer copresence influence modes (CCIMs)

Colm, Laura; Ordanini, Andrea; Parasuraman, A. - In: Journal of service research : JSR 20 (2017) 3, pp. 223-239

Persistent link: https://www.econbiz.de/10011736753

Exploring the zone of tolerance for internal customers in IT-enabled call centers

Hsieh, J. J. Po-an; Sharma, Piyush; Rai, Arun; … - In: Journal of service research : JSR 16 (2013) 3, pp. 277-294

Persistent link: https://www.econbiz.de/10009782145