Sylvie Llosa

An Empirical Study of Servqual's Dimensionality

Sylvie Llosa, Jean‐Louis Chandon, Chiara Orsingher · Service Industries Journal · 1998 · 220 citations

Customer satisfaction measurement: comparing four methods of attribute categorisations

Boris Bartikowski, Sylvie Llosa · Service Industries Journal · 2004 · 134 citations · Full text

Total Quality Management, Customer Satisfaction, Service Quality +12

When interchangeability between providers and users makes a difference: The mediating role of social proximity in collaborative services

Stéphanie Nguyen, Mohamed Didi Alaoui, Sylvie Llosa · Journal of Business Research · 2020 · 34 citations · Full text

Social Media, Social Networks, Interpersonal Communication +12

When users decide to bypass collaborative consumption platforms: The interplay of economic benefit, perceived risk, and perceived enjoyment

Stéphanie Nguyen, Sylvie Llosa · Tourism Management · 2023 · 28 citations · Full text

Collaborative Consumption Platforms, Online Customer Behavior, Engineering +14

Customer proactive training vs customer reactive training in retail store settings: Effects on script proficiency, customer satisfaction, and sales volume

Lionel Nicod, Sylvie Llosa, David E. Bowen · Journal of Retailing and Consumer Services · 2020 · 21 citations

Script Proficiency, Customer Satisfaction, Customer Experience +8