TOC: J Services Mar
Introduction
Journal of Services Marketing, 25(5)
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Relevant ARCategory: |
Satisfaction, inertia, and customer loyalty in the varying levels of the zone of tolerance and alternative attractiveness
–Li-Wei Wu [] []
A SOS construct of negative emotions in customers’ service experience (CSE) and service recovery by firms (SRF)
–Sander Svari, Terje Slåtten, Göran Svensson, Bo Edvardsson [] [Google Scholar]
Franchise partner selection: perspectives of franchisors and franchisees
–Maureen Brookes, Levent Altinay [] []
The effect of service employees’ competence on financial institutions’ image: benevolence as a moderator variable
–Nha Nguyen, André Leclerc [] [Google Scholar]
An examination of consumer advocacy and complaining behavior in the context of service failure
–Piotr Chelminski, Robin A. Coulter [] []
Do switching barriers in the retail banking industry influence bank customers in different age groups differently?
–Goitom Tesfom, Nancy J. Birch [] []
A transactional model of forgiveness in the service failure context: a customer-driven approach
–Yelena Tsarenko, Dewi Rooslani Tojib [] []