This research investigated the dealer patronage behaviour relationship to perceived quality dimensions. A total of 831 questionnaires were personally administered to customers of nine auto-repair companies in Greece. Factor analysis revealed three dimensions, namely, holistic customer...

Purpose – The increasing importance of customer satisfaction is uncontested. Yet, banks are currently facing another major challenge, meeting the changing needs of customers. For this reason, the present study aims to examine the effect that internal service quality has on employees' prosocial...