Table of contents
Embedding relationship cues in written communication
Maria M. Raciti, Tracey S. DaggerBuilding and maintaining strong customer relationships has been suggested as a means for gaining a competitive advantage. Despite this, few studies have examined the link between…
Exploring the relationships between e‐service quality, satisfaction, attitudes and behaviours in content‐driven e‐service web sites
Jamie Carlson, Aron O'CassThe objective of this paper is to develop a conceptual model to examine the relationships among e‐service quality, consumer satisfaction, attitudes towards the web site and…
When demographic differences exist: an analysis of service failure and recovery among diverse participants
Beth G. Chung‐Herrera, Gabriel R. Gonzalez, K. Douglas HoffmanThis paper aims to explore whether demographic differences between diverse customers and service providers impact service failure and recovery perceptions.
An examination of the effects of service quality and satisfaction on customers' behavioral intentions in e‐shopping
Spiros Gounaris, Sergios Dimitriadis, Vlasis StathakopoulosThe purpose of this paper is to examine the effects of service quality and satisfaction on three consumer behavioral intentions, namely word‐of‐mouth, site revisit, and purchase…
Do hotels' “green” attributes contribute to customer satisfaction?
E. Robinot, J.‐L. GiannelloniThis paper aims to examine how “green” attributes contribute to hotel customers' overall satisfaction.
The consequence of appraisal emotion, service quality, perceived value and customer satisfaction on repurchase intent in the performing arts
Margee Hume, Gillian Sullivan MortOrganizations must base success on consumer retention predicated on the consumer's desire to repurchase. Some organizations, such as those providing emotionally charged and…
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum