Benchmarking service quality performance at business-to-business and business-to-consumer call centers

By Miciak Alan   Desmarais Mike  

The Journal of Business and Industrial Marketing, Vol. 16, Iss. 5, 2001-08 ,pp. : 340-353

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Service quality, relationship satisfaction, trust, commitment and business-to-business loyalty

By Caceres Ruben Chumpitaz   Paparoidamis Nicholas G.  

European Journal of Marketing, Vol. 41, Iss. 7-8, 2007-07 ,pp. : 836-867

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Managing Quality in Business-to-business Services

By Szmigin Isabelle T.D.  

European Journal of Marketing, Vol. 27, Iss. 1, 1993-02 ,pp. : 2-21

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

The impact of service encounter quality in service evaluation: evidence from a business-to-business context

By Jayawardhena Chanaka  

The Journal of Business and Industrial Marketing, Vol. 25, Iss. 5, 2010-01 ,pp. : 338-348

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Customer service in business-to-business markets: an agenda for research

By Parasuraman A  

The Journal of Business and Industrial Marketing, Vol. 13, Iss. 4-5, 1998-04 ,pp. : 309-321

Emerald Group Publishing Ltd

Access to resources Recommend Favorite