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Interaction behaviors leading to comfort in the service encounter

Lloyd, Alison E.; Luk, Sherriff T.K. - In: Journal of Services Marketing 25 (2011) 3, pp. 176-189

Purpose – This study seeks to investigate the service interaction behaviors that elicit a sense of comfort for the customer in the service encounter, and to investigate the mediating role of comfort on assessments of quality, customer satisfaction and positive word‐of‐mouth in two...

Persistent link: https://www.econbiz.de/10014905334

Interaction behaviors leading to comfort in the service encounter

Lloyd, Alison E.; Luk, Sherriff T. K. - In: The journal of services marketing 25 (2011) 3, pp. 176-189

Persistent link: https://www.econbiz.de/10009230975

How is employee perception of organizational efforts in corporate social responsibility related to their satisfaction and loyaltiy towards developing hamonious society in Chinese enterprises?

Zhu, Qinghua; Hang, Yin; Liu, Junjun; Lai, Kee-hung - In: Corporate social responsibility and environmental management 21 (2014) 1, pp. 28-40

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The service-profit chain : a review and extension

Yee, Rachel W. Y.; Yeung, Andy C. L.; Cheng, T. C. E.; … - In: Total quality management & business excellence : an … 20 (2009) 5/6, pp. 617-632

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Examining the influence of organizational capability in innovative business operations and the mediation of profitability on customer satisfaction : an application in intermodal transport operators in Taiwan

Lun, Y. H. Venus; Shang, Kuo Chung; Lai, Kee-hung; … - In: International journal of production economics 171 (2016), pp. 179-188

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From offline healthcare to online health services : the role of offline healthcare satisfaction and habits

Zhang, Xiaofei; Guo, Xitong; Lai, Kee-hung; Yin, Chunxiao; … - In: Journal of electronic commerce research : JECR 18 (2017) 2, pp. 138-154

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Environmental governance of enterprises and their economic upshot through corporate reputation and customer satisfaction

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Effects of emotional attachment on mobile health-monitoring service usage : an affect transfer perspective

Zhang, Xiaofei; Guo, Xitong; Ho, Shuk Ying; Lai, Kee-hung; … - In: Information & management : the internat. journal of … 58 (2021) 2, pp. 1-13

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