Customer Service Quality and Loyalty
Topics
Description: This cluster of papers explores the effects of customer relationships, satisfaction, service quality, perceived value, and emotional responses on behavior and loyalty. It delves into topics such as re... more
Related topics (siblings) AI and HR Technologies, Appreciative Inquiry and Organizational Change, Corporate Law and Human Rights, Corporate Management and Leadership, Corporate Social Responsibility and Sustainability +24 more
Subfield (parent): Organizational Behavior and Human Resource Management
Domain: Social Sciences
Works count: 98,680
Citations count: 2,905,000
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.
1988 · A. Parasuraman, Valarie A. Zeithaml, et al. · Journal of Retailing
PLS-SEM: Indeed a Silver Bullet
2011 · Joe F. Hair, Christian M. Ringle, et al. · The Journal of Marketing Theory and Practice
The Commitment-Trust Theory of Relationship Marketing
1994 · Robert M. Morgan, Shelby D. Hunt · Journal of Marketing