Linking perceived service quality and service loyalty: a multi‐dimensional perspective
J Bloemer, KO De Ruyter, M Wetzels - European journal of marketing, 1999 - emerald.com
In recent research on service quality it has been argued that the relationship between
perceived service quality and service loyalty is an issue which requires conceptual and …
perceived service quality and service loyalty is an issue which requires conceptual and …
Service loyalty: The effects of service quality and the mediating role of customer satisfaction
A Caruana - European journal of marketing, 2002 - emerald.com
Abstract Service loyalty, with its final effect on repurchasing by customers, appears to have
received relatively little attention. This study starts by first delineating the concept of service …
received relatively little attention. This study starts by first delineating the concept of service …
Can perceptions of service quality predict behavioral intentions? An exploratory study in the hotel sector in Greece
K Alexandris, N Dimitriadis, D Markata - Managing Service Quality …, 2002 - emerald.com
The purpose of this study was to investigate the degree to which behavioral intentions could
be explained by service quality dimensions. Zeithmal et.'s theoretical framework was used to …
be explained by service quality dimensions. Zeithmal et.'s theoretical framework was used to …
On the relationship between perceived service quality, service loyalty and switching costs
K De Ruyter, M Wetzels, J Bloemer - International journal of service …, 1998 - emerald.com
In the services marketing literature it has been argued that the concept of service loyalty
needs further conceptual and empirical investigation. In this paper a theoretical framework …
needs further conceptual and empirical investigation. In this paper a theoretical framework …
Exploring the nature of the relationships between service quality and customer loyalty: an attribute-level analysis
P Chao - The service industries journal, 2008 - Taylor & Francis
Customer loyalty has emerged as a strategic imperative for most firms. Many studies
conducted in different industries have empirically proven that the overall perception of …
conducted in different industries have empirically proven that the overall perception of …
Service quality and customer loyalty perspectives on two levels of retail relationships
This study attempts to examine the impact of service quality dimensions on customer loyalty,
on two levels of retail relationships: person‐to‐person (salesperson level) and person‐to …
on two levels of retail relationships: person‐to‐person (salesperson level) and person‐to …
A critical examination of service loyalty measures
D El-Manstrly, T Harrison - Journal of Marketing Management, 2013 - Taylor & Francis
Abstract Service loyalty is attracting growing interest as a result of the important role that
services play in today's global economy. Advances in technology have increased the …
services play in today's global economy. Advances in technology have increased the …
[PDF][PDF] An assessment of the mediating effect of customer satisfaction on the relationship between service quality and customer loyalty
Service quality has fetched the attention of service marketing researchers and service
industry practitioners in recent years due to its specific contribution to business …
industry practitioners in recent years due to its specific contribution to business …
Measuring service quality: a reexamination and extension
JJ Cronin Jr, SA Taylor - Journal of marketing, 1992 - journals.sagepub.com
The authors investigate the conceptualization and measurement of service quality and the
relationships between service quality, consumer satisfaction, and purchase intentions. A …
relationships between service quality, consumer satisfaction, and purchase intentions. A …
Evaluative and relational influences on service loyalty
Four attitudinal components of customer loyalty were synthesised from the services literature
and combined to produce a loyalty conceptualisation that excludes repurchase behaviour …
and combined to produce a loyalty conceptualisation that excludes repurchase behaviour …
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