Table of contents
Acculturation, microculture and banking: an analysis of Hispanic consumers in the USA
Vanessa Gail PerryPurpose – The purpose of this paper is to show that having a bank account is an important precursor to participating in the US financial mainstream. However, about 24 percent of…
An empirical test of the drivers of overall customer satisfaction: evidence from multivariate Granger causality
Vincent Omachonu, William C. Johnson, Godwin OnyeasoThe purpose of this paper is to investigate whether customer‐perceived service quality and expectation of service quality have causal impacts on overall customer satisfaction.
Retaining customers through relationship quality: a services business marketing case
Genevieve Catherine Myhal, Jikyeong Kang, John A. MurphyThis paper seeks to explore customer‐perceived relationship quality in a B2B setting, and to propose a conceptual model for this construct.
B2B services: IT adoption in travel agency supply chains
J. Enrique Bigné, Joaquín Aldás, Luisa AndreuThe purpose of this paper is to examine and test a model which integrates the antecedents and consequences of adopting information technology (IT) with suppliers (i.e. online…
Yield management, dynamic pricing and CRM in telecommunications
Frédéric Jallat, Fabio AncaraniThe purpose of this paper is to show how yield management and dynamic pricing, which originated in the airline industry, are now diffusing in other service industries. The aim is…
The role of disqualification factors and double counting in estimating the market potential for consumer services
David J. Faulds, Stephan F. Gohmann, W. Glynn MangoldThe purpose of this paper is to review issues pertaining to estimating market potential for consumer services which may cause underestimates of market potential and result in…
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum