After-service response in service quality assessment: a real-time updating model approach

Article Abstract:

The effects of after sales service and complaint management on customers' perception of service quality are discussed.

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Crisis management and services marketing

Article Abstract:

The impact of consumer behavior on services of business enterprises is examined. The need for companies to adopt crisis management methods is discussed.

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A confirmation perspective on perceived service quality

Article Abstract:

The interrelation between service quality management and consumer preferences is analyzed.

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