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The hypothesis that job satisfaction affects employee performance or favourable service behaviours could be considered a well‐worn topic. However, this paper shows that the extant literature has not adequately conceptualised nor addressed the complex relationship which could exist between...
In the services marketing literature, few service classifications are based on how customers view services, and fewer of these have been validated cross‐culturally. To fill this gap, this research presents the results of a study that examined how US and French customers perceived and classified...
The study proposes and tests a model of consumer bank choice behavior in a south eastern city in the USA, based on the economics of information theory. The model expands the domain of inquiry beyond the initial level attributes to the first‐order latent construct and the second‐order...
Research on customer relationships has documented that customers focus not only on the functional benefits they receive, but also the relational benefits. This study examines the underpinnings of customer relationships designated as professional relationships, casual acquaintances, personal...
This paper examines the possible relationship between post‐consumption dissonance and consumers’ time‐elapsed perceptions of service quality. A review of literature suggests that the degree of post‐consumption dissonance experienced would be inversely related to both initial ratings of...
The impact of the service experience on consumers' feelings, satisfaction and service brand attitudes are of vital importance to service marketers. In an attempt to understand how consumers evaluate service performances this study seeks to explore the dimensions of the service brand that...
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