Table Of Contents: Volume 16 Issue 5
A longitudinal examination of the asymmetric impact of employee and customer satisfaction on retail salesTimothy L. Keiningham, Lerzan Aksoy, Bruce Cooil, Kenneth Peterson, Terry G. Vavra
The purpose of this research is to examine changes in, and consistency of customer and employee satisfaction for asymmetry with regard to sales changes for a large US…
Studies have demonstrated that the service climate in an organisation, as perceived by employees, is positively related to service quality, as perceived by customers…
The purpose of this conceptual paper is to examine key operational tradeoffs and challenges that call center managers face.
The purpose of this article is to investigate the path service quality → customer satisfaction → loyalty, at the level of constructs, drawing from the Greek insurance industry.
Which service quality dimensions are important in inbound tourism?: A case study in a peripheral locationAnna‐Karin Jonsson Kvist, Bengt Klefsjö
Based on a conceptual framework drawn from the original SERVQUAL model, the purpose of the paper is to explore the question of which service‐quality dimensions are deemed…
The purpose of this paper is to describe the success of Southwest Airlines in the USA