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The impact of consumption emotions of standby customers on customer satisfaction : an empirical analysis from Chinese customers

Zhang, Bin; Xie, Qinghong; Fu, Xiaorong; Yang, Xiaomin - In: International journal of internet and enterprise … 8 (2012/13) 2, pp. 146-165

Persistent link: https://www.econbiz.de/10010205077

Theory of attractive quality and the Kano methodology - the past, the present, and the future

Witell, Lars; Löfgren, Martin; Dahlgaard, Jens Jörn - In: Total quality management & business excellence : an … 24 (2013) 11, pp. 1241-1252

Persistent link: https://www.econbiz.de/10010207256

The contest determinant of delight and disappointment : a case study of online banking

Petnji Yaya, Luc Honore; Marimon, Frederic; Casadesús, … - In: Total quality management & business excellence : an … 24 (2013) 12, pp. 1376-1389

Persistent link: https://www.econbiz.de/10010208024

Identifying latent needs : towards a competence perspective on attractive quality creation

Carlgren, Lisa - In: Total quality management & business excellence : an … 24 (2013) 12, pp. 1347-1363

Persistent link: https://www.econbiz.de/10010208035

The effects of membership and demographics on consumer satisfaction and loyalty in service organizations

Daughtrey, Clayton L.; Vowles, Nicole S.; Black, Gregory S. - In: Services marketing quarterly 34 (2013) 4, pp. 292-308

Persistent link: https://www.econbiz.de/10010208604

Predictors of customer loyalty to mobile service provider in South Africa

Chinomona, Richard; Sandada, Maxwell - In: International business and economics research journal 12 (2013) 12, pp. 1631-1643

Persistent link: https://www.econbiz.de/10010248952

Service convenience, customer satisfaction, and customer loyalty : study of Indian commercial banks

Kaura, Vinita - In: Journal of global marketing 26 (2013) 1, pp. 18-27

Persistent link: https://www.econbiz.de/10009777265

An exploratory study of consumer attitudes towards mobile ticketing in Sweden : ("work in progress") ; final paper submitted to the 24th European Regional Conference of the International Telecommunications Society, Florence, 20-23 October 2013

Apanasevic, Tatjana; Markendahl, Jan; Arvidsson, Niklas - 2013

Swedish public transport organizations have set an objective to double usage of the public transport during the next coming five years. This study attempts to investigate if the current ticket solutions support the goal of the public transport companies, and if the available mobile phone...

Persistent link: https://www.econbiz.de/10010209350

Service failure magnitude and paradox : a banking perspective

Singhal, Shuchi; Krishna, Anupam; Lazarus, Davis - In: Journal of relationship marketing : innovations & … 12 (2013) 3, pp. 191-203

Persistent link: https://www.econbiz.de/10010209887

The revitalising effect of ISO 9001 on dissatisfied customers

Petnji Yaya, Luc Honore; Marimon, Frederic; Casadesús, … - In: Total quality management & business excellence : an … 25 (2014) 8, pp. 856-864

Persistent link: https://www.econbiz.de/10010393804