Browsing Handelshøyskolen BI by Journals "Managing Service Quality"
Now showing items 1-3 of 3
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The impact of customers' perception of varying degrees of customer service on commitment and perceived relative attractiveness
(Journal article; Peer reviewed, 2008)The study is motivated by business' mixed response to increasing demand for customer service, leaving the question as to its impact on performance open. The study is concerned with the impact of customers' perception of ... -
The impact of customers' perception of varying degrees of customer service on commitment and perceived relative attractiveness
(Journal article; Peer reviewed, 2008)The study is motivated by business' mixed response to increasing demand for customer service, leaving the question as to its impact on performance open. The study is concerned with the impact of customers' perception of ... -
Online complaining: understanding the adoption process and the role of individual and situational characteristics
(Journal article; Peer reviewed, 2013)Despite the relevance of online customer complaining, little research exists in this area. The purpose of this paper is twofold. First, develop and test a conceptual model to understand customers’ intention to adopt online ...