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Volume 25; Issue 5
Main
Journal of Services Marketing
Volume 25; Issue 5
Journal of Services Marketing
Volume 25; Issue 5
1
Satisfaction, inertia, and customer loyalty in the varying levels of the zone of tolerance and alternative attractiveness
Wu, Li‐Wei
Journal:
Journal of Services Marketing
Year:
2011
Language:
english
File:
PDF, 183 KB
Your tags:
english, 2011
2
A SOS construct of negative emotions in customers' service experience (CSE) and service recovery by firms (SRF)
Svari, Sander
,
Slåtten, Terje
,
Svensson, Göran
,
Edvardsson, Bo
Journal:
Journal of Services Marketing
Year:
2011
Language:
english
File:
PDF, 338 KB
Your tags:
english, 2011
3
A transactional model of forgiveness in the service failure context: a customer‐driven approach
Tsarenko, Yelena
,
Rooslani Tojib, Dewi
Journal:
Journal of Services Marketing
Year:
2011
Language:
english
File:
PDF, 362 KB
Your tags:
english, 2011
4
Do switching barriers in the retail banking industry influence bank customers in different age groups differently?
Tesfom, Goitom
,
Birch, Nancy J.
Journal:
Journal of Services Marketing
Year:
2011
Language:
english
File:
PDF, 262 KB
Your tags:
english, 2011
5
An examination of consumer advocacy and complaining behavior in the context of service failure
Chelminski, Piotr
,
Coulter, Robin A.
Journal:
Journal of Services Marketing
Year:
2011
Language:
english
File:
PDF, 217 KB
Your tags:
english, 2011
6
The effect of service employees' competence on financial institutions' image: benevolence as a moderator variable
Nguyen, Nha
,
Leclerc, André
Journal:
Journal of Services Marketing
Year:
2011
Language:
english
File:
PDF, 196 KB
Your tags:
english, 2011
7
Franchise partner selection: perspectives of franchisors and franchisees
Brookes, Maureen
,
Altinay, Levent
Journal:
Journal of Services Marketing
Year:
2011
Language:
english
File:
PDF, 238 KB
Your tags:
english, 2011
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