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Emerald Group Publishing Ltd

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Customer satisfaction and its consequences on customer behaviour revisited: The impact of different levels of satisfaction on word‐of‐mouth, feedback to the supplier and loyalty

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International Journal of Service Industry Management, Vol. 9, Iss. 2, 1998-02 ,pp. : 169-188

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Service-orientation of airlines: its impact on service-oriented behaviour of flight attendants and customer loyalty

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International Journal of Services Sciences, Vol. 4, Iss. 2, 2011-02 ,pp. : 174-190

Inderscience Publishers

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Customer loyalty and complex services: The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise

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International Journal of Service Industry Management, Vol. 9, Iss. 1, 1998-01 ,pp. : 7-23

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The impact of interpersonal relationships on customer satisfaction and loyalty to the service provider

By Guenzi Paolo   Pelloni Ottavia  

International Journal of Service Industry Management, Vol. 15, Iss. 4, 2004-04 ,pp. : 365-384

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