Services Marketing: Integrating Customer Focus Across the Firm

Managing Service Quality

Customer SatisfactionManagementBusinessService InteractionIntegrated Marketing +3

E‐service quality: a model of virtual service quality dimensions

Jessica Santos

Managing Service Quality

Customer SatisfactionOnline Customer BehaviorService QualityDigital MarketingE‐service Quality +13

Comfort your online customer: quality, trust and loyalty on the internet

Dina Ribbink, Allard C.R. van Riel, Veronica Liljander, +1

Managing Service Quality

Customer ExperienceCustomer SatisfactionConsumer UncertaintyDigital MarketingConsumer Research +16

Theory of value co-creation: a systematic literature review

Marco Galvagno, Daniele Dalli

Managing Service Quality

Business OperationsService InnovationInnovationValue TheoryBusiness +12

Perceived e‐service quality (PeSQ)

Eduard Cristóbal Fransi, Carlos Flavián, Miguel Guinalíu

Managing Service Quality

Customer SatisfactionE-servicesDigital MarketingConsumer ResearchOnline Customer Behavior +16

Services Marketing: People, Technology, Strategy

Managing Service Quality

Customer SatisfactionDigital MarketingService ResearchManagementBusiness +3

An integrated framework for customer value and customer‐relationship‐management performance: a customer‐based perspective from China

Yonggui Wang, Hing Po Lo, Renyong Chi, +1

Managing Service Quality

Customer ExperienceCustomer SatisfactionService QualityManagementHospitality Marketing +16

Linking perceived value and loyalty in location‐based mobile services

Minna Pura

Managing Service Quality

Customer SatisfactionDigital MarketingValue TheoryConsumer ResearchMobile Marketing +17

Service quality dimensions: an examination of Grönroos’s service quality model

Gi‐Du Kang, Jeffrey James

Managing Service Quality

Total Quality ManagementCustomer SatisfactionService Quality DimensionsService Quality PerceptionService Quality +12

A manufacturer becoming service provider – challenges and a paradox

Saara Brax

Managing Service Quality

Service InnovationProduction ManagementIndustrial OrganizationService InfusionManagement +18