Customer Service
AN INTERNATIONAL BANKING STUDY ON THE INFLUENCE OF DEMOGRAPHIC VARIABLES ON RELATIONSHIP MARKETING
The purpose of this study was to use a self-developed questionnaire to conduct a study among banking clients and bank managers to identify the influence of demographic variables on relationship Read More »
ORGANISATIONAL LEARNING AND SERVICE QUALITY FOR HEALTH AND FITNESS ENTREPRENEURS
This paper presents a study of learning, entrepreneurship and service quality in the health and fitness sector. The purpose is to outline the theoretical framework and to propose a methodological Read More »
Author: Yvonne Lagrosen, Kerstin Grundén, Linda Lind, Stefan Lagrosen
Contributor: eb™ Research Team
CUSTOMER RELATIONSHIP MANAGEMENT: WHEN THEORY MEETS PRACTICE
Even though the concept of exchange relationships is not new and has been debated for many decades, application of the concept in practice has not been met with success. Consequently, the paper Read More »
Role Of Online Retailers' Post-sale Services In Building Relationships And Developing Repurchases:
Customers are skeptical about shopping online because e-commerce environments are typically considered impersonal. To assure product quality and to enhance customer proclivity in such environments, Read More »
Author: Muhammad Kashif Javed, Min Wu, Talat Qadeer, Aqsa Manzoor, Abid Hussain Nadeem, Roger C. Shouse
Contributor: eb™ Research Team
Effect Of Employee Empathy On Customer Satisfaction And Loyalty During Employee-customer
This study investigates the indirect effect of employee empathy (EE) on customer loyalty (CL) and loyalty outcomes through intervening variables, i.e. customer affective commitment, perceived service Read More »
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