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Offsite passenger service facilities : a viable option for airport access?

Goswami, Arkopal K.; Miller, John S.; Hoel, Lester A. - In: Journal of air transport management 17 (2011) 5, pp. 263-270

Persistent link: https://www.econbiz.de/10009408980

Modelling the service antecedents of favourable and unfavourable behaviour intentions in life insurance services in India : an SEM study

Gera, Rajat - In: International journal of quality and service sciences 3 (2011) 2, pp. 225-242

Persistent link: https://www.econbiz.de/10009299618

Partitioning service encounters into touchpoints to enhance quality

McKechnie, Donelda S.; Grant, Jim; Golawala, Fatema Shabbir - In: International journal of quality and service sciences 3 (2011) 2, pp. 146-165

Persistent link: https://www.econbiz.de/10009299632

The influence of select demographic characteristics on surface acting behavior of customer service personnel

Jawahar, P. David; Raghavendra, S. N. - In: The IUP journal of organizational behavior : IJOB 10 (2011) 3, pp. 53-65

Persistent link: https://www.econbiz.de/10009301164

How to establish trustworthiness in initial service encounters

Geigenmüller, Anja; Greschuchna, Larissa - In: Journal of marketing theory and practice 19 (2011) 3, pp. 391-405

Although the literature acknowledges the role of trustworthiness in initiating customer relationships, empirical findings are limited. Drawing on attribution and cue utilization theory, this paper proposes and tests a model that links individual and institutional trustworthiness to relationship...

Persistent link: https://www.econbiz.de/10009383569

The service excellence and innovation model : lessons from IKEA and other service frontiers

Edvardsson, Bo; Enquist, Bo - In: Total quality management & business excellence : an … 22 (2011) 5, pp. 535-551

Persistent link: https://www.econbiz.de/10009243166

Emotional intelligence as a moderator of coping strategies and service outcomes in circumstances of service failure

Gabbott, Mark; Tsarenko, Yelena; Mok, Wai Hoe - In: Journal of service research : JSR 14 (2011) 2, pp. 234-248

Persistent link: https://www.econbiz.de/10009266738

Role emotions in service encounter

Mathur, Meera; Jain, Sheenu - In: Global journal of business management : GJBM 4 (2010) 2, pp. 58-66

Persistent link: https://www.econbiz.de/10009267249

Understanding the relationship between service convenience and customer satisfaction in home delivery by Kano model

Chen, Mu-Chen; Chang, Kuo-chien; Hsu, Chia-lin; Yang, … - In: Asia Pacific journal of marketing and logistics 23 (2011) 3, pp. 386-410

Persistent link: https://www.econbiz.de/10009269504

Influence of appearance orientation , BI and purchase intention on customer expectations of service quality in Hong Kong intimate apparel retailing

Yip, Joanne; Chan, Heidi H. T.; Kwan, Bonny; Law, Derry - In: Total quality management & business excellence : an … 22 (2011) 10, pp. 1105-1118

Persistent link: https://www.econbiz.de/10009504053