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Encounter satisfaction in e-tailing : are the relationships of order fulfillment service quality with its antecedents and consequences moderated by historical satisfaction?

Koufteros, Xenophon; Droge, Cornelia; Heim, Gregory; … - In: Decision sciences : DS 45 (2014) 1, pp. 5-48

Persistent link: https://www.econbiz.de/10010344823

Improving the application of quality conformance tools in service firms

Jensen, John B.; Markland, Robert E. - In: Journal of Services Marketing 10 (1996) 1, pp. 35-55

Explains that, as global competition changes the expanding service sector, quality will play an increasingly pivotal role in both attracting and retaining service customers. Reveals that research into service quality has addressed two important dimensions: promoting quality through the design of...

Persistent link: https://www.econbiz.de/10014905569

An empirical investigation of the effectiveness of an integrated service recovery system

Smith, Jeffery S.; Karwan, Kirk R.; Markland, Robert E. - In: Operations management research : OMR ; advancing … 5 (2012) 1/2, pp. 25-36

Persistent link: https://www.econbiz.de/10009571281

Creating commitment and loyality behaviour among retailers : what are the roles of service quality and satification?

Davis-Sramek, Beth; Droge, Cornelia; Mentzer, John T.; … - In: Journal of the Academy of Marketing Science 37 (2009) 4, pp. 440-454

Persistent link: https://www.econbiz.de/10003926593

Creating consumer durable retailer customer loyalty through order fulfillment service operations

Davis-Sramek, Beth; Mentzer, John T.; Stank, Theodore P. - In: Journal of operations management 26 (2008) 6, pp. 781-797

Persistent link: https://www.econbiz.de/10003771807

Electronic logistics service quality (e-LSQ) : its impact on the customer's purchase satisfaction and retention

Rao, Shashank; Goldsby, Thomas J.; Griffis, Stanley E.; … - In: Journal of business logistics : JBL 32 (2011) 2, pp. 167-179

Persistent link: https://www.econbiz.de/10009238778

Innovation in logistics outsourcing relationship : in the search of customer satisfaction

Cichosz, Marzenna; Goldsby, Thomas J.; Knemeyer, A. Michael - In: LogForum : elektroniczne czasopismo naukowe z dziedziny … 13 (2017) 2, pp. 209-219

Persistent link: https://www.econbiz.de/10011845961