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

By Andreassen Tor Wallin   Lindestad Bodil  

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

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

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

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

The customer satisfaction-customer loyalty relationship: Reassessing customer and relational characteristics moderating effects

By Gonçalves Helena Martins   Sampaio Patrícia  

Management Decision, Vol. 50, Iss. 9, 2012-10 ,pp. : 1509-1526

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

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

By Söderlund Magnus  

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

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

A longitudinal examination of the asymmetric impact of employee and customer satisfaction on retail sales

By Keiningham Timothy L.   Aksoy Lerzan   Cooil Bruce   Peterson Kenneth   Vavra Terry G.  

Managing Service Quality, Vol. 16, Iss. 5, 2006-09 ,pp. : 442-459

Emerald Group Publishing Ltd

Access to resources Recommend Favorite