Zobrazeno 1 - 3
of 3
pro vyhledávání: '"Adélaïde Cézard"'
Publikováno v:
Canadian Journal of Administrative Sciences / Revue Canadienne des Sciences de l'Administration. 21:361-375
This study is a step forward in the continued evolution of our understanding of multiple standards of customer service expectations. By developing a higher-order factor model, we examine the existence of hypothesized functional and technical dimensio
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_________::55565bfca6803b036a690b45dc3bdf57
https://doi.org/10.1111/j.1936-4490.2004.tb00351.x
https://doi.org/10.1111/j.1936-4490.2004.tb00351.x
Publikováno v:
Journal of Retailing and Consumer Services. 9:291-308
In this study, we review the antecedents of consumer expectations discussed in the service literature, incorporate the determinants in a single model, and test the model in the context of the airline industry. Specifically, we use confirmatory factor
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_________::50e2ab18ec8ebf80da9c345b0f554734
https://doi.org/10.1016/s0969-6989(02)00016-4
https://doi.org/10.1016/s0969-6989(02)00016-4
Publikováno v:
Developments in Marketing Science: Proceedings of the Academy of Marketing Science ISBN: 9783319118819
We explore how individualists and collectivists use internal and external information sources to form should and will service expectations. Our focus is airlines and subjects are experienced consumers. We measure individualism and collectivism at the
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_________::69b3b062a3f531fe5632153d00c115f0
https://doi.org/10.1007/978-3-319-11882-6_54
https://doi.org/10.1007/978-3-319-11882-6_54
