The concept of customer experience is evolving to an ever more imperative area of study
within the marketing discipline. Despite its importance and the positive attention this concept …

Purpose This paper aims to examine the effect of service quality dimensions and customer
satisfaction on customer repurchase intention, word-of-mouth, complaining behaviour and …

Purpose The purpose of this paper is to understand the moderating role of organizational
culture in the relationship between service quality, customer satisfaction and loyalty in the …

The aims of this study are investigating the effect of service quality (SQ) dimensions on
satisfaction, identifying the effect of satisfaction on word of mouth (WOM) communication and …

Defining and improving customer experience is a growing priority for market research
because experience is replacing quality as the competitive battleground for marketing …

The term alumni loyalty (AL) is widely used by scientists in various disciplines and
particularly often in discussions of the key factors influencing alumni contributions. However …

There is a dearth of studies pertaining to the influence of SERVPERF on customer
satisfaction and customer loyalty among low cost and full service airlines. Prior studies have …

Purpose–The paper aims to empirically investigate the relationship between perceived
service quality, satisfaction, trust, and loyalty in e‐commerce settings in two cultures …

Tourists may develop attachment to a destination because of its ability in fulfilling specific
goals or activity needs and/or because of its symbolic meaning and thus, attachment could …

The main purpose of this paper is to assess and gain a deeper understanding of the role of
service quality in sustainable mobility. Specifically, the study aims to understand user …