Drawing on the activation theory and the Exit-Voice-Loyalty-Neglect model, this study
examines how the level of customer engagement affects the four different types of customer …

This paper aims to propose and empirically validate a measure of brand evidence of Online
Travel Agencies (OTA), representing all relevant brand associations that customers are …

This paper aims to articulate a measure of e-service quality, using the main facets of e-
service quality performance used by customers, to assess their transaction-specific …

The present study analyzes the marketing philosophies followed by banking sector
executives in India. Four distinct constructs of marketing practices are identified: Transaction …

The concept of loyalty has remained a central theme in business for over 50 years. This
concept has gained additional attention with the growth of online retailing due to rapidly …

Service quality and service recovery are two crucial factors in perceived value and customer
satisfaction. The purpose of the study was to investigate the effect of service quality, service …

Bu çalışmanın amacı e-hizmet kalitesi, e-memnuniyet, e-yapışkanlık ve de e-sadakat
davranışları kapsamında tekrar satın alma niyeti ve pozitif ağızdan ağıza iletişim arasındaki …

The present study attempts to identify the marketing philosophies followed by private sector
banks vs. public sector banks in the Indian context. An attempt is made to understand …

To build relationships with customers, sustainable engagements are crucial. Ostensibly, firm
profits are derived from customers' financial contributions; in addition, their non-financial …

Objective: The purpose of this article is the creation of a comprehensive Customer
Experience Management (CXM) maturity model, which identifies the critical factors that affect …