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Linking the hierarchical service quality model to customer satisfaction and loyalty

Leisen Pollack, Birgit - In: The journal of services marketing 23 (2009) 1, pp. 42-50

Persistent link: https://www.econbiz.de/10009525774

Why do consumers stay when things are bad and leave when things are good?

Leisen Pollack, Birgit - In: Journal of relationship marketing : innovations & … 13 (2014) 3, pp. 191-206

Persistent link: https://www.econbiz.de/10010490480

Are moderators of the customer satisfaction-repurchase intention relationship contingent on the service category? : an exploratory investigation

Leisen Pollack, Birgit - In: Services marketing quarterly 36 (2015) 4, pp. 335-351

Persistent link: https://www.econbiz.de/10011398042

The divergent "loyalty" behaviors of a captive consumer

Leisen Pollack, Birgit - In: Services marketing quarterly 38 (2017) 2, pp. 74-87

Persistent link: https://www.econbiz.de/10011756670

Mechanism connecting environmental friendliness to service loyalty : the role of positive customer emotions and satisfaction

Pollack, Birgit Leisen - In: Services marketing quarterly 40 (2019) 2, pp. 157-171

Persistent link: https://www.econbiz.de/10012179169

Linking the hierarchical service quality model to customer satisfaction and loyalty

Leisen Pollack, Birgit - In: Journal of Services Marketing 23 (2009) 1, pp. 42-50

Purpose – The purpose of this paper is to reassess the properties of the hierarchical service quality model (HSQM) – a previously introduced service quality assessment tool. The HSQM views service quality as a three‐tiered concept with interaction quality, outcome quality, and physical...

Persistent link: https://www.econbiz.de/10014905231

Nomological validity of the Net Promoter Index question

Leisen Pollack, Birgit; Alexandrov, Aliosha - In: Journal of Services Marketing 27 (2013) 2, pp. 118-129

Purpose – The purpose of this study is twofold. First, it aims to provide a review of the Net Promoter© Index (NPI), the evidence of its ability to predict financial performance, and the evidence of its superiority to other voice of customer metrics. Second, it seeks to investigate the...

Persistent link: https://www.econbiz.de/10014905421

Nomological validity of the Net Promoter Index question

Leisen Pollack, Birgit; Alexandrov, Aliosha - In: The journal of services marketing 27 (2013) 2, pp. 118-129

Persistent link: https://www.econbiz.de/10009747187