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Outcomes of service encounter quality in a business-to-business context · Study

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ArticleOutcomes of service encounter quality in a business-to-business context

Chanaka Jayawardhena2007

OA

Articlegreen2007

Outcomes of service encounter quality in a business-to-business context

Chanaka Jayawardhena · Anne L. Souchon · Andrew M. Farrell · Kate Glanville

98 citations·0/0 files stored·Industrial Marketing Management

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Customer Service Quality and Loyalty Service and Product Innovation Employee Performance and Motivation

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 1999Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives 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 2008Qualitative Data Analysis 1979A Paradigm for Developing Better Measures of Marketing Constructs 2003Evolving to a New Dominant Logic for Marketing

Cited by

2015An application of European Customer Satisfaction Index (ECSI) in business to business (B2B) context 2017The Importance of Ethics in Branding: Mediating Effects of Ethical Branding on Company Reputation and Brand Loyalty 2011Brand equity in the professional service context: Analyzing the impact of employee role behavior and customer–employee rapport 2010The impact of service encounter quality in service evaluation: evidence from a business‐to‐business context 2018

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2010The impact of service encounter quality in service evaluation: evidence from a business‐to‐business contextarticle · 57 shared references 2009AN EMPIRICAL STUDY OF BEHAVIOURAL INTENTIONS IN THE TAIWAN HOTEL INDUSTRYthesis · 32 shared references 2008Research themes, concepts and relationshipsarticle · 30 shared references 2011Toward a deeper understanding of service marketing: The past, the present, and the futurearticle · 22 shared references 2002THE CUSTOMER'S PATH TO LOYALTY: A PARTIAL TEST OF THE RELATIONSHIPS OF PRIOR EXPERIENCE, JUSTICE, AND CUSTOMER SATISFACTIONthesis · 22 shared references 2011An examination of brand loyalty in the Indonesian hotel industrythesis · 22 shared references

Details

Year2007

Typearticle

Published2007-01-23

VenueIndustrial Marketing Management

ISSN-L0019-8501

Languageen

Citations98

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/j.indmarman.2006.02.012

openalex_workW2129753182

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A multi-group analysis of social media engagement and loyalty constructs between full-service and low-cost carriers in Hong Kong

2012The Relationships among Internal Marketing, Job Satisfaction, Relationship Marketing, Customer Orientation, and Organizational Performance: An Empirical Study of TFT‐LCD Companies in Taiwan

2018Exploring Signaling Roles of Service Providers' Reputation and Competence in Influencing Perceptions of Service Quality and Outsourcing Intentions

2009Service quality and satisfaction in business‐to‐business services