Brian C. Imrie

Service recovery, customer satisfaction and customer loyalty: evidence from Malaysia’s hotel industry

Boon Liat Cheng, Chin Chuan Gan, Brian C. Imrie et al. · International Journal of Quality and Service Sciences · 2018 · 204 citations

Customer Satisfaction, Service Quality, Service Recovery +13

The service quality construct on a global stage

Brian C. Imrie, John W. Cadogan, Rod B. McNaughton · Managing Service Quality · 2002 · 122 citations

Total Quality Management, Customer Satisfaction, Service Quality Dimensions +22

Market‐oriented value creation in service firms

Rod B. McNaughton, Phil Osborne, Brian C. Imrie · European Journal of Marketing · 2002 · 112 citations

Market Orientation, Firm Performance, Hospitality Marketing +15

Hotel Service Recovery and Service Quality: Influences of Corporate Image and Generational Differences in the Relationship between Customer Satisfaction and Loyalty

Cheng Boon Liat, Shaheen Mansori, Gan Chin Chuan et al. · Journal of Global Marketing · 2017 · 104 citations

Total Quality Management, Customer Satisfaction, Service Quality +14

Consumer tribes: membership, consumption and building loyalty

Cleo Mitchell, Brian C. Imrie · Asia Pacific Journal of Marketing and Logistics · 2011 · 79 citations

Culture, Social Identity, Consumer Culture +13