The aim of this systematic review is to identify how customer experience in the service sector
has been measured in relevant publications in the marketing field. A sample of 33 papers …

The quality of listening in interpersonal contexts was hypothesized to improve a variety of
work outcomes. However, research of this general hypothesis is dispersed across multiple …

Purpose Banks in India are underperforming on customer-centric measures. The existing
mechanisms used by Indian banks for evaluating their customer interface are efficiency …

Purpose The purpose of this study is to examine how a service provider's offer quality is
evaluated (OQ). This study shows that attitude toward the salesperson in a service context …

Purpose This paper aims to discuss relationship management in business-to-business
(B2B) ecosystem of electronic media. The goal of this research is twofold. First, the goal is to …

This paper aims to propose and test a model of the influence of customer relationships on
increasing customer equity, which has implications for consumer purchase intentions of …

Based on the analysis of two sets of data (a cross‐sectional online survey of five product
categories with an average sample size of 525 and a longitudinal telecommunications panel …

This study examines the impacts of E-‐‑CRM features on customer satisfaction and
perceived usefulness as a mediator variable within e-‐‑commerce sector of Turkey. E …

A detailed search was conducted to create a bibliography of articles related to the mission of
the Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior …

Objective: The objective of the article is to investigate the impact of social media content on
engagement and customer equity. The moderating role of the customer relationship is also …