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A framework of satisfaction for continually delivered business services

Briggs, Elten; Landry, Timothy D.; Daugherty, Patricia J. - In: Journal of Business & Industrial Marketing 31 (2016) 1, pp. 112-122

Purpose – The aim of this paper is to present a new framework for the evaluation of satisfaction in continually delivered business services (CDBS) contexts based on applicable theoretical perspectives and extant empirical research. Design/methodology/approach – The paper first describes and...

Persistent link: https://www.econbiz.de/10014844213

Shared ethnicity effects on service encounters : a study across three US subcultures

Montoya, Detra Y.; Briggs, Elten - In: Journal of business research : JBR 66 (2013) 3, pp. 314-320

Persistent link: https://www.econbiz.de/10009720304

A framework of satisfaction for continually delivered business services

Briggs, Elten; Landry, Timothy D.; Daugherty, Patricia J. - In: The journal of business & industrial marketing 31 (2016) 1, pp. 112-122

Persistent link: https://www.econbiz.de/10011539353

Service performance-loyalty intentions link in a business-to-business context : the role of relational exchange outcomes and customer characteristics

Briggs, Elten; Grisaffe, Douglas - In: Journal of service research : JSR 13 (2010) 1, pp. 37-51

Persistent link: https://www.econbiz.de/10003959015

Encounter-based antecedents of e-customer citizenship behaviors

Anaza, Nwamaka A.; Zhao, Jing - In: The journal of services marketing 27 (2013) 2, pp. 130-140

Persistent link: https://www.econbiz.de/10009747186