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Identifying and ranking critical success factors of customer experience in banks : an analytic hierarchy process (AHP) approach

Garg, Ruchi; Rahman, Zillur; Qureshi, M. N.; Kumar, Ishwar - In: Journal of modelling in management 7 (2012) 2, pp. 201-220

Persistent link: https://www.econbiz.de/10009678333

Studying the impact of total quality management in service industries

Talib, Faisal; Rahman, Zillur - In: International journal of productivity and quality … 6 (2010) 2, pp. 249-268

Persistent link: https://www.econbiz.de/10008646944

Measuring customer experience in banks : scale development and validation

Garg, Ruchi; Rahmen, Zillur; Qureshi, M. N. - In: Journal of modelling in management 9 (2014) 1, pp. 87-117

Persistent link: https://www.econbiz.de/10010339081

The effect of CSR on consumer behavioral responses after service failure and recovery

Fatma, Mobin; Khan, Imran; Rahman, Zillur - In: European Business Review 28 (2016) 5, pp. 583-599

Purpose This paper aims to examine the interconnection between the consumer perceived corporate social responsibility (CSR) and its effect on the post-recovery satisfaction and loyalty after service failures. Design/methodology/approach An intercept survey has been conducted during June to...

Persistent link: https://www.econbiz.de/10014714512

The effect of CSR on consumer behavioral responses after service failure and recovery

Fatma, Mobin; Khan, Imran; Rahman, Zillur - In: European business review : EBR ; the official journal … 28 (2016) 5, pp. 583-599

Persistent link: https://www.econbiz.de/10011588576

The concept of online corporate brand experience : an empirical assessment

Khan, Imran; Rahman, Zillur; Ratma, Mobin - In: Marketing intelligence & planning 34 (2016) 5, pp. 711-730

Persistent link: https://www.econbiz.de/10011534943

The role of customer brand engagement and brand experience in online banking

Khan, Imran; Rahman, Zillur; Fatma, Mobin - In: The international journal of bank marketing : IJBM 34 (2016) 7, pp. 1025-1041

Persistent link: https://www.econbiz.de/10011618717

Customer engagement in the service context : an empirical investigation of the construct, its antecedents and consequences

Ul Islam, Jamid; Hollebeek, Linda D.; Rahman, Zillur; … - In: Journal of retailing and consumer services 50 (2019), pp. 277-285

Persistent link: https://www.econbiz.de/10012114161

Gender, loyalty card membership, age, and critical incident recovery : do they moderate experience-loyalty relationship?

Khan, Imran; Fatma, Mobin; Shamim, Amjad; Joshi, Yatish; … - In: International journal of hospitality management 89 (2020), pp. 1-10

Persistent link: https://www.econbiz.de/10012293824

The role of consumer engagement in recovering online service failures : an application of service-dominant logic

Ul Islam, Jamid; Rahman, Zillur; Hollebeek, Linda D. - In: Handbook of research on customer engagement, (pp. 456-469). 2019

Persistent link: https://www.econbiz.de/10013163406