Extant research identifies service quality and service encounter perceptions as the key determinants of satisfaction. However, no study in a business-to-business environment has examined the simultaneous effect of these two determinants on overall satisfaction. Hence, we do not know which of these two determinants has a stronger impact on service satisfaction. We investigated this issue by collecting data from shipping managers of several firms in Singapore that used the services of ocean freight shipping companies. Results of path analysis indicate that perceptions of service encounters have a relatively stronger impact compared to service quality. Implications of these results are discussed
This study attempts to determine the effect of service quality on customer satisfaction towards loya...
Customers’ perception of service depends on service encounter. The purpose of this paper is to build...
A growing recognition of the critical differences between industrial and consumer services requires ...
Extant research identifies service quality and service encounter perceptions as the lrey determinant...
Relationship marketing emphasizes that for a firm to be profitable, it must be attentive to those fa...
Relationship marketing emphasizes that for a firm to be profitable, it must be attentive to those fa...
Relationship marketing emphasizes that for a firm to be profitable, it must be attentive to those fa...
Physical distribution services are becoming increasingly important as supply chains strive to become...
It is obvious that customers are important stakeholders in organizations and their satisfaction is a...
The relationship between service quality and customer satisfaction has received considerable academi...
This study attempts to throw some more light on the relationship between service quality determinan...
Service quality represents a modern approach for quality in enterprises and organizations and serves...
Customer satisfaction or dissatisfaction is a direct response from the appraisal of service quality ...
Customer satisfaction and perceived service quality seem to be in a permanent struggle to get unspoi...
The constructs of service quality, satisfaction and value are discussed. Instruments are identified ...
This study attempts to determine the effect of service quality on customer satisfaction towards loya...
Customers’ perception of service depends on service encounter. The purpose of this paper is to build...
A growing recognition of the critical differences between industrial and consumer services requires ...
Extant research identifies service quality and service encounter perceptions as the lrey determinant...
Relationship marketing emphasizes that for a firm to be profitable, it must be attentive to those fa...
Relationship marketing emphasizes that for a firm to be profitable, it must be attentive to those fa...
Relationship marketing emphasizes that for a firm to be profitable, it must be attentive to those fa...
Physical distribution services are becoming increasingly important as supply chains strive to become...
It is obvious that customers are important stakeholders in organizations and their satisfaction is a...
The relationship between service quality and customer satisfaction has received considerable academi...
This study attempts to throw some more light on the relationship between service quality determinan...
Service quality represents a modern approach for quality in enterprises and organizations and serves...
Customer satisfaction or dissatisfaction is a direct response from the appraisal of service quality ...
Customer satisfaction and perceived service quality seem to be in a permanent struggle to get unspoi...
The constructs of service quality, satisfaction and value are discussed. Instruments are identified ...
This study attempts to determine the effect of service quality on customer satisfaction towards loya...
Customers’ perception of service depends on service encounter. The purpose of this paper is to build...
A growing recognition of the critical differences between industrial and consumer services requires ...
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