Service quality versus service experience : an empirical examination of the consequential effects in B2B services
Year of publication: |
2019
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Authors: | Roy, Subhadip ; Sreejesh, S. ; Bhatia, Sandhya |
Published in: |
Industrial marketing management : the international journal for industrial and high-tech firms. - New York, NY [u.a.] : Elsevier, ISSN 0019-8501, ZDB-ID 120124-4. - Vol. 82.2019, p. 52-69
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Subject: | Service experience | Service quality | Satisfaction | Loyalty | Perceived value | Structural equation modeling | Dienstleistungsqualität | Kundenzufriedenheit | Customer satisfaction | Strukturgleichungsmodell | Structural equation model | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour |
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