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The effects of perceived salesperson listening effectiveness in the financial industry

Bergeron, Jasmin; Laroche, Michel - In: Journal of financial services marketing : JFSM 14 (2009/10) 1, pp. 6-25

Persistent link: https://www.econbiz.de/10003903403

A Pan-European approach to customer satisfaction : an optimal strategy?

Ueltschy, Linda C.; Laroche, Michel; Rita, Paulo; … - In: Multinational business review 16 (2008) 3, pp. 41-71

Persistent link: https://www.econbiz.de/10003890261

How service seasons the experience : measuring hospitality servicescapes

Spielmann, Nathalie; Laroche, Michel; Borges, Adilson - In: International journal of hospitality management 31 (2012) 2, pp. 360-368

Persistent link: https://www.econbiz.de/10009503312

Is there really an Asian connection? : professional service quality perceptions and customer satisfaction

Ueltschy, Linda C.; Laroche, Michel; Zhang, Man; Cho, … - In: Journal of business research : JBR 62 (2009) 10, pp. 972-979

Persistent link: https://www.econbiz.de/10003887599

Reaching the boiling point: consumers' negative affective reactions to firm-attributed service failures

Kalamas, Maria; Laroche, Michel; Makdessian, Lucy - In: Journal of business research : JBR 61 (2008) 8, pp. 813-824

Persistent link: https://www.econbiz.de/10003736755

Is beauty a premium? : a study of the physical attractiveness effect in service encounters

Li, Yaoqi; Zhang, Chun; Laroche, Michel - In: Journal of retailing and consumer services 50 (2019), pp. 215-225

Persistent link: https://www.econbiz.de/10012114155

More than a mere cup of coffee : when perceived luxuriousness triggers Chinese customers' perceptions of quality and self-congruity

Li, Rong; Laroche, Michel; Richard, Marie-Odile; Cui, Xinyu - In: Journal of retailing and consumer services 64 (2022), pp. 1-9

Persistent link: https://www.econbiz.de/10013209484

Determinants of experienced tourists’ satisfaction and actual spending behavior: a PLS path modelling approach

Rezaei, Sajad; Mazaheri, Ebrahim; Azadavar, Ramin - In: International Journal of Culture, Tourism and … 11 (2017) 2, pp. 157-181

Purpose The purpose of this paper is to examine the impact of customer perceived relationship marketing (CPRM), service quality and brand experience on tourists’ satisfaction and actual spending behavior in the emerging hospitality industry in Iran. Design/methodology/approach A total of 308...

Persistent link: https://www.econbiz.de/10014768643

The impact of pre-existing attitude and conflict management style on customer satisfaction with service recovery

Mazaheri, Ebrahim; Basil, Debra Z.; Yanamandram, Venkata; … - In: Journal of retailing and consumer services 18 (2011) 3, pp. 235-245

Persistent link: https://www.econbiz.de/10009158885

A Pan‐European Approach to Customer Satisfaction: An Optimal Strategy?

Ueltschy, Linda C.; Laroche, Michel; Rita, Paulo; … - In: Multinational Business Review 16 (2008) 3, pp. 41-72

This study investigated the viability of using a Pan‐European approach for professional service offerings in Europe by first establishing measurement equivalence and then exploring the influence of culture on service quality and customer satisfaction. Utilizing scenarios involving a dental...

Persistent link: https://www.econbiz.de/10014931838