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The balance of the impact of q...
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date (oldest first)
1
Functional
quality
and hedonic
quality
: a study of the dimensions of e-service
quality
in
online
travel agencies
Bernardo, Merce
;
Marimon, Frederic
;
Alonso-Almeida, …
- In:
Information & management : the internat. journal of …
49
(
2012
)
7/8
,
pp. 342-347
Persistent link: https://www.econbiz.de/10009696207
Saved in:
2
Complaints management :
quality
of response to customer complaints in an automotive company
Rocha, António
;
Pedregal, Ana
;
Maia, Catarina
;
Soares, …
- In:
International journal of productivity and quality …
44
(
2025
)
1
,
pp. 18-39
Persistent link: https://www.econbiz.de/10015394269
Saved in:
3
Relational benefits, value, and
satisfaction
in the relationships between service companies
Ruiz-Molina, María-Eugenia
;
Gil Saura, Irene
; …
- In:
Journal of relationship marketing : innovations & …
14
(
2015
)
1
,
pp. 1-15
Persistent link: https://www.econbiz.de/10011289298
Saved in:
4
Addressing service failure and initiating service
recovery
in
online
platforms : literature review and research agenda
Manu C
;
Sreejesh, S.
- In:
Journal of strategic marketing
29
(
2021
)
8
,
pp. 658-689
Persistent link: https://www.econbiz.de/10012653604
Saved in:
5
Longitudinal impact of perceived fairness after service failures : evidence from
online
travel agencies
Su, Zerui
;
Ha, Hong Youl
-
2025
Persistent link: https://www.econbiz.de/10015375996
Saved in:
6
The role of service
quality
, perceived value, and relationship
quality
in enhancing customer
loyalty
in the travel agency sector
Lai, Ivan K. W.
- In:
Journal of travel and tourism marketing
31
(
2014
)
3/4
,
pp. 417-442
Persistent link: https://www.econbiz.de/10010395958
Saved in:
7
The influence of empathy in complaint handling : evidence of gratitudinal and transactional routes to
loyalty
Simon, Françoise
- In:
Journal of retailing and consumer services
20
(
2013
)
6
,
pp. 599-608
Persistent link: https://www.econbiz.de/10010128294
Saved in:
8
Hotel service
recovery
and service
quality
: influences of corporate image and generational differences in the relationship between customer
satisfaction
and
loyalty
Cheng Boon Liat
;
Shaheen Mansori
;
Gan, Ching Chuan
; …
- In:
Journal of global marketing
30
(
2017
)
1
,
pp. 42-51
Persistent link: https://www.econbiz.de/10011779381
Saved in:
9
Attitudinal
loyalty
and trust in entrepreneurship : building new relationships
Prause, Gunnar
;
Mendez, Marcelo Mendez
;
Garcia-Agreda, …
- In:
International entrepreneurship and management journal
9
(
2013
)
4
,
pp. 531-540
Persistent link: https://www.econbiz.de/10010247773
Saved in:
10
Emotional antecedents and outcomes of service
recovery
: an exploratory study in the luxury hotel industry
Riscinto-Kozub, Kristen Ann
;
O’Neill, Martin Anthony
; …
- In:
The journal of services marketing
28
(
2014
)
3
,
pp. 233-243
Persistent link: https://www.econbiz.de/10010391426
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