Towards an integrated model of customer service skills and customer loyalty: The mediating role of customer satisfaction

Author： Abu-ELSamen Amjad A. Akroush Mamoun N. Al-Khawaldeh Fayez M. Al-Shibly Motteh S.

Publisher： Emerald Group Publishing Ltd

ISSN： 1056-9219

Source： International Journal of Commerce and Management, Vol.21, Iss.4, 2011-11, pp. : 349-380

Disclaimer: Any content in publications that violate the sovereignty, the constitution or regulations of the PRC is not accepted or approved by CNPIEC.

Previous Menu Next

Abstract

Related content

Service loyalty: The effects of service quality and the mediating role of customer satisfaction

By Caruana Albert

European Journal of Marketing, Vol. 36, Iss. 7-8, 2002-08 ,pp. : 811-828

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Satisfaction and Customer Loyalty Link: The Moderating Role of Service Locus of Control

By Leisen Pollack Birgit

Services Marketing Quarterly, Vol. 34, Iss. 1, 2013-01 ,pp. : 18-33

Routledge Ltd

Access to resources Recommend Favorite

Linking the hierarchical service quality model to customer satisfaction and loyalty

By Pollack Birgit Leisen

Journal of Services Marketing, Vol. 23, Iss. 1, 2009-02 ,pp. : 42-50

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Shopping centre customer service: creating customer satisfaction and loyalty

By Kursunluoglu Emel

Marketing Intelligence & Planning, Vol. 32, Iss. 4, 2014-05 ,pp. : 528-548

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

A structural equations approach to assessing alternative service quality metrics within an extended service quality, customer satisfaction, customer loyalty model

By Tsoukatos Evangelos Koulentaki Maria

Global Business and Economics Review, Vol. 13, Iss. 3-4, 2011-08 ,pp. : 222-239

Inderscience Publishers

Access to resources Recommend Favorite