The Service Industries Journal, Volume 37, Issue 5-6 (2017)

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The Service Industries Journal, Volume 37, Issue 5-6 (2017)

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Articles

Article
Store attributes leading customer satisfaction with unplanned purchases
María Pilar Martínez-Ruiz, Juán José Blázquez-Resino & Giovanni Pino
Pages: 277-295
Published online: 21 Apr 2017
AbstractforStore attributes leading customer satisfaction with unplanned purchases | Full Text | References | PDF (1.6 MB)
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Article
Stochastic service life cycle analysis using customer reviews
Juram Kim & Changyong Lee
Pages: 296-316
Published online: 26 Apr 2017
AbstractforStochastic service life cycle analysis using customer reviews | Full Text | References | PDF (1.9 MB)
  • 380 Views
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Article
Impact of customer experience on loyalty: a multichannel examination
Isabelle Brun, Lova Rajaobelina, Line Ricard & Bilitis Berthiaume
Pages: 317-340
Published online: 09 May 2017
AbstractforImpact of customer experience on loyalty: a multichannel examination | Full Text | References | PDF (1.9 MB)
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Article
Service innovation as a political process
Erik Sundström, Jenny Karlsson & Carolina Camén
Pages: 341-362
Published online: 08 May 2017
AbstractforService innovation as a political process | Full Text | References | PDF (1.4 MB)
  • 502 Views
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Article
The impact of customer cognitive competence on online service decision-making: an event-related potentials perspective
Jing Wang, Meina Zhao & Gang Zhao
Pages: 363-380
Published online: 15 May 2017
AbstractforThe impact of customer cognitive competence on online service decision-making: an event-related potentials perspective | Full Text | References | PDF (1.7 MB)
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Article
The moderation influence of warranty on customer satisfaction’s antecedents: an empirical evidence from automotive dealerships
Omar Sabbagh, Mohd Nizam Ab Rahman, Wan Rosmanira Ismail & Wan Mohd Hirwani Wan Hussain
Pages: 381-407
Published online: 30 May 2017
AbstractforThe moderation influence of warranty on customer satisfaction’s antecedents: an empirical evidence from automotive dealerships | Full Text | References | PDF (2.2 MB)
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