An integrated model of perceived service quality and customer loyalty: an empirical examination of the mediation effects of customer satisfaction and customer trust

By Dahiyat Samer E.   Akroush Mamoun N.   Abu-Lail Bayan N.  

International Journal of Services and Operations Management, Vol. 9, Iss. 4, 2011-07 ,pp. : 453-490

Inderscience Publishers

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Perceived service encounter pace and customer satisfaction: An empirical study of restaurant experiences

By Noone Breffni M.   Kimes Sheryl E.   Mattila Anna S.   Wirtz Jochen  

Journal of Service Management, Vol. 20, Iss. 4, 2009-08 ,pp. : 380-403

Emerald Group Publishing Ltd

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Key personality traits and career satisfaction of customer service workers

By Lounsbury John W.   Foster Nancy   Carmody Patrick C.   Kim Ji Young   Gibson Lucy W.   Drost Adam W.  

Managing Service Quality, Vol. 22, Iss. 5, 2012-08 ,pp. : 517-536

Emerald Group Publishing Ltd

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The relative importance of service features in explaining customer satisfaction: A comparison of measurement models

By Pantouvakis Angelos  

Managing Service Quality, Vol. 20, Iss. 4, 2010-01 ,pp. : 366-387

Emerald Group Publishing Ltd

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Service providers' use of emotional competencies and perceived workgroup emotional climate to predict customer and provider satisfaction with service encounters

By Hartel Charmine E.J.   Gough Helen   Hartel Gunter F.  

International Journal of Work Organisation and Emotion, Vol. 1, Iss. 3, 2006-09 ,pp. : 232-254

Inderscience Publishers

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