A conceptual model and empirical examination of the effect of service guarantees on post-purchase consumption evaluations

By McCollough Michael A.   Gremler Dwayne D.  

Managing Service Quality, Vol. 14, Iss. 1, 2004-02 ,pp. : 58-74

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Emotions in service satisfaction

By Liljander Veronica   Strandvik Tore  

International Journal of Service Industry Management, Vol. 8, Iss. 2, 1997-05 ,pp. : 148-169

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

The zone of tolerance: Exploring the relationship between service transactions and satisfaction with the overall service

By Johnston Robert  

International Journal of Service Industry Management, Vol. 6, Iss. 2, 1995-02 ,pp. : 46-61

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Pre-recovery and post-recovery emotions in the service context: a preliminary study

By Ozgen Ozge   Kurt Sumeyra Duman  

Managing Service Quality, Vol. 22, Iss. 6, 2012-11 ,pp. : 592-605

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Effects of inertia and satisfaction in female online shoppers on repeat-purchase intention: The moderating roles of word-of-mouth and alternative attraction

By Kuo Ying-Feng   Hu Tzu-Li   Yang Shu-Chen  

Managing Service Quality, Vol. 23, Iss. 3, 2013-05 ,pp. : 168-187

Emerald Group Publishing Ltd

Access to resources Recommend Favorite