How do customers react to critical service encounters?: a cross-sectional perspective

Author： Ruyter Ko De   Wetzels Martin   Birgelen Marcel Van  

Publisher： Routledge Ltd

ISSN： 1360-0613

Source： Total Quality Management, Vol.10, Iss.8, 1999-12, pp. : 1131-1145

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 encounter dimensions - a dyadic perspective: Measuring the dimensions of service encounters as perceived by customers and personnel

By Chandon Jean-Louis   Leo Pierre-Yves   Philippe Jean  

International Journal of Service Industry Management, Vol. 8, Iss. 1, 1997-01 ,pp. : 65-86

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Consumer language preferences in service encounters: a cross-cultural perspective

By Holmqvist Jonas  

Managing Service Quality, Vol. 21, Iss. 2, 2011-03 ,pp. : 178-191

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Knowledge management in service encounters: impact on customers' satisfaction evaluations

By Guchait Priyanko   Namasivayam Karthik   Lei Pui-Wa  

Journal of Knowledge Management, Vol. 15, Iss. 3, 2011-05 ,pp. : 513-527

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Customers' perspectives on service quality and relationship quality in retail encounters

By Wong Amy   Sohal Amrik  

Managing Service Quality, Vol. 12, Iss. 6, 2002-11 ,pp. : 424-433

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

An educational institution's quest for service quality: customers' perspective

By Joseph Mathew   Yakhou Mehenna   Stone George  

Quality Assurance in Education, Vol. 13, Iss. 1, 2005-03 ,pp. : 66-82

Emerald Group Publishing Ltd

Access to resources Recommend Favorite