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Using customer contact centres as relationship marketing instruments · Study

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ArticleUsing customer contact centres as relationship marketing instruments

Zanna van der Aa2013

Article2013

Using customer contact centres as relationship marketing instruments

Zanna van der Aa · Josée M. M. Bloemer · Jörg Henseler

16 citations·0/0 files stored·Service Business

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Customer Service Quality and Loyalty Marketing and Advertising Strategies Service and Product Innovation

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 2004Firm resources and sustained competitive advantage 1988On the Evaluation of Structural Equation Models 1994The Commitment-Trust Theory of Relationship Marketing 1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 1996The Behavioral Consequences of Service Quality

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2021Structural relationships between psychosocial risk, relationship quality, need for cognition, and quarantine intentions: the case of the quarantine hotel

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Details

Year2013

Typearticle

Published2013-12-12

VenueService Business

ISSN-L1862-8508

Languageen

Citations16

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1007/s11628-013-0223-9

openalex_workW2095768375

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