Week 8 - Influences on Customer Service - BA 212 Customer Service Essentials

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Articles

How customer participation influences service failure attribution: The moderating effect of self-efficacy by Chen, C.
Journal of service theory and practice, (2018), 28 (3), 298-314
Available through ProQuest
Identification and ranking of competencies that positively Influence the customer services: A case study by Shanujas, V.; Thiyagarajan, R.R.
International journal of the analytic hierarchy process, (2020), 12 (1)
Available through the Directory of Open Access Journal
Influence of customer relation management, service quality on customer trust by Yunaz, H.; Suryasaputra, R.; Muliyati, M.
Journal of Business and Social Review in Emerging Economies, (2022), 8 (3)
Available through Directory of Open Access Jounrals
Influence of service-entry waiting on customer’s first impression and satisfaction: The moderating role of opening remark and perceived in-service waiting by Zhang, Y.; Shao, B.
Journal of service theory and practice, (2019), 29 (5/6), 565-591
Available through ProQuest
Leveraging diversity: A customer service strategy by Wood, Stephanie
American Water Works Association, (2005), 97 (1)
Service quality evaluation: Moderating influences of first-time and revisiting customers by Kuo, T.; Chen, C.T.; Cheng, W.J.
Total quality management & business excellence, (2018), 29 (3-4), 429-440
Available through EBSCOhost
‘Stimuli are all around’—The influence of offline and online servicescapes in customer satisfaction and repurchase intention by Ananda, A.S.; Hanny, H.; Hernández-García, Á.; Prasetya, P.
Journal of Theoretical and Applied Electronic Commerce Research, (2023), 18 (1), 524-547
Available through EBSCOhost

LibGuide Curator

Kyle Williams

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BA 212 Customer Service Essentials: Week 8 - Influences on Customer Service

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Articles

LibGuide Curator

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