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Customer Satisfaction in Terms of Physical Evidence and Employee Interaction · Study

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PreprintCustomer Satisfaction in Terms of Physical Evidence and Employee Interaction

Vadivelu Thusyanthy2011

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Preprintgreen2011

Customer Satisfaction in Terms of Physical Evidence and Employee Interaction

Vadivelu Thusyanthy · Samithamby Senthilnathan

17 citations·0/0 files stored·SSRN Electronic Journal

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Banking Sector Performance and Management

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References

1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees 1994Marketing Research: An Applied Orientation 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses 2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach 1996Services Marketing: Integrating Customer Focus Across the Firm 1994From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing 1988Communication and Control Processes in the Delivery of Service Quality 1986Servqual : a multiple-item scale for measuring customer perceptions of service quality

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2011Service quality in the private banking businessarticle · 7 shared references 2009Influence of the Quality of Food, Service, and Physical Environment on Customer Satisfaction and Behavioral Intention in Quick-Casual Restaurants: Moderating Role of Perceived Pricearticle · 6 shared references 2002Managing Service Organizations: Does Having a “Thing” Make a Difference?article · 6 shared references 2009Investigating the effects of service quality dimensions and expertise on loyaltyarticle · 6 shared references 2010Customer switching behaviour in the Chinese retail banking industryarticle · 6 shared references 2010Identifying service quality dimensions as antecedents to customer satisfaction in retail bankingarticle · 6 shared references

Details

Year2011

Typepreprint

Published2011-01-01

VenueSSRN Electronic Journal

ISSN-L1556-5068

Languageen

Citations17

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.2139/ssrn.1939601

openalex_workW1723838792

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