Service quality of a local Malaysian bank: customers' expectations, perceptions, satisfaction and loyalty

By Razak Mohd Rizal Abdul   Chong Siong Choy   Lin Binshan  

International Journal of Services and Standards, Vol. 3, Iss. 1, 2006-12 ,pp. : 18-38

Inderscience Publishers

Access to resources Recommend Favorite

The dynamics of satisfaction and loyalty after relational transgressions

By Blocker Christopher P.  

Journal of Services Marketing, Vol. 26, Iss. 2, 2012-04 ,pp. : 94-101

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Do ongoing relationships buffer the effects of service recovery on customers' trust and loyalty?

By Santos Cristiane Pizzutti dos   Basso Kenny  

The International Journal of Bank Marketing, Vol. 30, Iss. 3, 2012-04 ,pp. : 168-192

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Modeling customer satisfaction and loyalty: survey data versus data mining

By Baumann Chris   Elliott Greg   Burton Suzan  

Journal of Services Marketing, Vol. 26, Iss. 3, 2012-05 ,pp. : 148-157

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Are Loyal Customers Profitable? Customer Satisfaction, Customer (Action) Loyalty and Customer Profitability at the Individual Level

By Helgesen Øyvind  

Journal of Marketing Management, Vol. 22, Iss. 3, 2006-04 ,pp. : 245-266

Routledge Ltd

Access to resources Recommend Favorite