This article analyses customer satisfaction with logistics services; however, considerable
attention is paid specifically on their quality. This activity is part of service industry, whose …

Purpose–This paper aims to examine the most important antecedents of customer loyalty in
business-to-business (B2B) context using European Customer Satisfaction Index (ECSI) …

This study aimed to investigate the impact of perceived health care service quality on patient
satisfaction and patient loyalty in mafraq governmental hospital. A survey was conducted to …

The present research conceptualizes customer care activities as the process through which
retailers satisfy consumers' needs by means of a set of interconnected services and address …

Purpose Earlier work has suggested that assumptions, values and beliefs about the
importance of cooperating with competitors (a coopetition-oriented mindset) should manifest …

Integrating social exchange and psychological contract theories, this study examines how
perceived service-oriented high-performance work systems (service-oriented HPWS) …

Bonoma and Clark's view (1988), that measuring marketing effectiveness is stubbornly
resistant to definition and application, remains true-especially within SMEs. This article …

QFD‐based modular logistics service design | Emerald Insight Books and journals Case
studies Expert Briefings Open Access Publish with us Advanced search QFD‐based …

Purpose This research paper aims to examine two hybrid models of logistics service quality
(LSQ) and its influence on satisfaction, loyalty and future purchase intention in a business-to …

Purpose This study aims to systematically review the literature on the use of customer value
for the evaluation of inter-organizational performance, with a wide perspective embracing …