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Authors: Croucher, John S
Date: 2012
Language: eng
Resource Type: journal article
Identifier: http://hdl.handle.net/1959.14/200620
Description: The Macquarie Graduate School of Management (MGSM) is one of the leading management schools in the Asia Pacific region and is now in its 43rd year of operation. As well as being an onshore provider of ... More
Reviewed: Reviewed
Date: 2012
Language: eng
Resource Type: journal article
Identifier: http://hdl.handle.net/1959.14/184480
Description: Benchmarking data provided by 144 organisations across four industry sectors are consolidated and mined to generate insights into the relationship between complaints-handling processes, as defined in ... More
Reviewed: Reviewed
Authors: Croucher, John S
Date: 2012
Language: eng
Resource Type: journal article
Identifier: http://hdl.handle.net/1959.14/200619
Description: The Macquarie Graduate School of Management (MGSM) is one of the leading management schools in the Asia Pacific region and is now in its 43rd year of operation. It is a provider of a range of postgrad ... More
Reviewed: Reviewed
Date: 2009
Language: eng
Resource Type: journal article
Identifier: http://hdl.handle.net/1959.14/129077
Description: Purpose – The purpose of this paper is to explore the measurement of e-service quality for e-retail banking, the importance of e-service quality dimensions to e-retail bank customers, and the relation ... More
Reviewed: Reviewed
Date: 2007
Language: eng
Resource Type: journal article
Identifier: http://hdl.handle.net/1959.14/128946
Description: Purpose – This paper aims to explore how relational constructs (total interdependence, trust, commitment, cooperative norms and conflict) impact the buyer's relationship satisfaction across the relati ... More
Reviewed: Reviewed
Date: 2007
Language: eng
Resource Type: journal article
Identifier: http://hdl.handle.net/1959.14/129633
Description: Purpose – The purpose of this research is to explore the impact of online service quality on the level of customer delight and on the development of customer relationships. Design/methodology/approach ... More
Reviewed: Reviewed
Date: 2007
Language: eng
Resource Type: journal article
Identifier: http://hdl.handle.net/1959.14/69489
Description: Purpose – The purpose of this article is to examine the relationships between vision attributes (of brevity, clarity, challenge, stability, abstractness, future orientation, and desirability or abilit ... More
Reviewed: Reviewed
Date: 2006
Language: eng
Resource Type: journal article
Identifier: http://hdl.handle.net/1959.14/130389
Description: The importance of self-image congruence for product selection has been established across a number of purchase contexts, but the research that has included postpurchase evaluations is limited to a few ... More
Reviewed: Reviewed
Date: 2006
Language: eng
Resource Type: journal article
Identifier: http://hdl.handle.net/1959.14/33672
Description: Purpose – This research seeks to explore the factors predicting customer loyalty in retail banking. Loyalty was measured in terms of a customer's willingness to recommend a bank and their intention to ... More
Reviewed: Reviewed
Date: 2006
Language: eng
Resource Type: journal article
Identifier: http://hdl.handle.net/1959.14/46743
Description: Purpose: To investigate the determinants of behavioural brand loyalty amongst dissatisfied customers in the business-to-business (B2B) services sector. Design/methodology/approach: A qualitative study ... More
Reviewed: Reviewed
Date: 2003
Language: eng
Resource Type: journal article
Identifier: http://hdl.handle.net/1959.14/29
Description: The extent to which actual (rather than perceived) performance influences customer satisfaction has received limited attention by researchers, yet it is important for managers to understand the extent ... More
Full Text: Full Text
Reviewed: Reviewed
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