Author:
Rashid Muhammad Hafiz Abd,Ahmad Fauziah Sh.,Othman Abdul Kadir
Reference28 articles.
1. Anderson, E.W., & Sullivan, M. (1993). The antecedents and consequences of customer-satisfaction, market share, and profitability: findings from Sweden. Journal of Marketing, 58 (3), 53-66
2. Berry, L.L., & Parasuraman, A. (1991). Marketing service: Competing through quality. The Free Press, New York, NY
3. Claycomb, C., Lengnick-Hall, C.A., & Inks, L.W. (2001). The customer as a productive resource: A pilot study and strategic implications ournal of Business Strategies, 18(1), 47-69
4. Dong, B., Evans, K.R., & Zou, S. (2008) .The effects of customer participation in co-created service recovery. Journal of the Academy Marketing Science, 36, 123-137
5. Grönroos, C. (1988). Service quality: the six criteria of good perceived service. Review of Business, 9, 10-30
Cited by
15 articles.
订阅此论文施引文献
订阅此论文施引文献，注册后可以免费订阅5篇论文的施引文献，订阅后可以查看论文全部施引文献