La relation entre la perception de la qualité et la fidélité

André Boyer · Ayoub Nefzi

16 citations0/0 files storedLa Revue des sciences de gestion/La Revue des sciences de gestion, Direction et gestion

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Consumer Market Behavior and Pricing

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1951Coefficient Alpha and the Internal Structure of Tests 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 1979A Paradigm for Developing Better Measures of Marketing Constructs 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 1992Measuring Service Quality: A Reexamination and Extension 2001The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty

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