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World-class customer satisfaction
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World-class customer satisfaction (1995)World-class customer satisfactionThe Impact of Islamic Banks' Service Quality Perception on Jordanian Customers Loyalty (2017)The Impact of Islamic Banks' …Progress in Loyalty Program Research: Facts, Debates, and Future Research (2012)Progress in Loyalty Program R…A Conceptual Study on the Relationship between Service Quality towards Customer Satisfaction: Servqual and Gronroos’s Service Quality Model Perspective (2012)A Conceptual Study on the Rel…Which exhibition attributes create repeat visitation? (2010)Which exhibition attributes c…Understanding the causes of defection among satisfied B2B service customers (2010)Understanding the causes of d…Customer retention measurement in the UAE banking sector (2007)Customer retention measuremen…Customer satisfaction, loyalty and commitment in service organizations (2006)Customer satisfaction, loyalt…Measuring transaction‐specific satisfaction in services (2005)Measuring transaction‐specifi…The Importance-Performance Analysis of Service Quality in Administrative Departments of Private Universities in Thailand (2004)The Importance-Performance An…Importance‐performance analysis: a useful tool for directing continuous quality improvement in higher education (2004)Importance‐performance analys…Are the determinants of bank loyalty brand specific? (2004)Are the determinants of bank …Delivering Quality Service: Diagnosing Favorable and Unfavorable Service Encounters in Restaurants (2001)Delivering Quality Service: D…Diving into service quality – the dive tour operator perspective (2000)Diving into service quality –…Customer loyalty: the future of hospitality marketing (1999)Customer loyalty: the future …Consumer research in the restaurant environment, Part 1: A conceptual model of dining satisfaction and return patronage (1999)Consumer research in the rest…Why do customers switch? The dynamics of satisfaction versus loyalty (1998)Why do customers switch? The …An Index of Factorial Simplicity (1974)A Review of Scale Development Practices in the Study of Organizations (1995)Brand equity, brand loyalty and consumer satisfaction (2011)Resistance, motivations, trust and intention to use mobile financial services (2013)A Beginner's Guide to Structural Equation Modeling (2015)How does sensory brand experience influence brand equity? Considering the roles of customer satisfaction, customer affective commitment, and employee empathy (2018)A Paradigm for Developing Better Measures of Marketing Constructs (1979)A Service Quality Model and its Marketing Implications (1984)Assessing the effects of service quality and justice on customer satisfaction and the continuance intention of mobile value-added services: An empirical test of a multidimensional model (2011)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Increasing customer loyalty and customer intimacy by improving the behavior of employees (2016)Perceived overall service quality and customer satisfaction (2018)SERVICE QUALITY ANALYSIS OF PRIVATE UNIVERSITIES LIBRARIES IN MALAYSIA IN THE ERA OF TRANSFORMATIVE MARKETING (2019)A National Customer Satisfaction Barometer: The Swedish Experience (1992)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Building Strong Brands (1995)Interactions between organisational cultures and corporate brands (2008)Interrelations between Service Quality Attributes, Customer Satisfaction and Customer Loyalty in the Retail Banking Sector in Bangladesh (2011)A comprehensive hierarchical model of retail banking (2017)Importance-Performance Analysis (1977)Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Importance–performance analysis in tourism: A framework for researchers (2014)Business Research Methods (2022)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Customer repurchase intention (2003)"Migrating" to New Service Providers: Toward a Unifying Framework of Consumers' Switching Behaviors (2004)Why People Continue to Play Online Games: In Search of Critical Design Factors to Increase Customer Loyalty to Online Contents (2004)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Does Food Quality Really Matter in Restaurants? Its Impact On Customer Satisfaction and Behavioral Intentions (2007)Perceived quality, emotions, and behavioral intentions: Application of an extended Mehrabian–Russell model to restaurants (2008)The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions (2012)Scale Development : Theory and Applications (1991)Using a revised importance–performance analysis approach: The case of Taiwanese hot springs tourism (2006)Service quality in higher education: The role of student expectations (2007)Examining student satisfaction with higher education services (2010)Book Review: Forum Marketing Research: Methodological Foundations (1977)Zero defections: quality comes to services. (1990)From Marketing Mix to Relationship Marketing (1994)From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing (1994)The Roles of Quality, Value, and Satisfaction in Predicting Cruise Passengers’ Behavioral Intentions (2004)Destination image and tourist loyalty: A meta-analysis (2013)Determining Sample Size for Research Activities (1970)Research methods for business: A skill building approach (1993)A critical evaluation of importance–performance analysis (2012)How do scholars approach the circular economy? A systematic literature review (2017)Innovative drivers for family business models in tourism (2020)
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  • 1999Customer loyalty: the future of hospitality marketing679 cited
  • 1998Why do customers switch? The dynamics of satisfaction versus loyalty663 cited
  • 2004Importance‐performance analysis: a useful tool for directing continuous quality improvement in higher education521 cited
  • 1999Consumer research in the restaurant environment, Part 1: A conceptual model of dining satisfaction and return patronage398 cited
  • 2006Customer satisfaction, loyalty and commitment in service organizations350 cited
  • 2004The Importance-Performance Analysis of Service Quality in Administrative Departments of Private Universities in Thailand106 cited
  • 2005Measuring transaction‐specific satisfaction in services105 cited
  • 2010Which exhibition attributes create repeat visitation?95 cited
  • 2012A Conceptual Study on the Relationship between Service Quality towards Customer Satisfaction: Servqual and Gronroos’s Service Quality Model Perspective82 cited
  • 2004Are the determinants of bank loyalty brand specific?70 cited
  • 2017The Impact of Islamic Banks' Service Quality Perception on Jordanian Customers Loyalty65 cited
  • 2000Diving into service quality – the dive tour operator perspective64 cited
  • 2007Customer retention measurement in the UAE banking sector64 cited

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  • 2001Delivering Quality Service: Diagnosing Favorable and Unfavorable Service Encounters in Restaurants57 cited
  • 2012Progress in Loyalty Program Research: Facts, Debates, and Future Research52 cited
  • 2010Understanding the causes of defection among satisfied B2B service customers51 cited