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| 008 | 051013s uk 000 0 eng d | ||
| 100 | 0 | 1 |
_aVenetis, Karin A. _981697 |
| 245 | 1 | 0 |
_aService quality and customer retention : _bbuilding long-term relationships _h[Journal article] / _cKarin A. Venetis, Pervez N. Ghauri |
| 260 | _aMCB University Press. | ||
| 300 | _aWeb resource. | ||
| 490 | 0 | _aReadings in the Management & Marketing of Services selected by Rita Byrne. | |
| 500 | _aFrom: European Journal of Marketing , Volume 38 Number 11/12, Nov. 2004, p.1577-1598 | ||
| 500 | _aThe library does not hold this article in hardcopy format. | ||
| 500 | _aCW083, CW121 | ||
| 500 | _aCW838 | ||
| 520 | _aPublisher's abstract: The study extends the existing knowledge by taking a relationship perspective to study the effect of service quality on customer retention. We integrate business-to-business marketing literature with service quality literature to develop a model to capture relationship commitment and other influencing factors. The model is improved with help of semi-structured interviews which is later tested through a survey of 241 companies in the advertising sector. Findings indicate that service quality indeed contributes to the long-term relationships and customer retention. | ||
| 538 | _aMode of access: World Wide Web. (IT Carlow users only) | ||
| 700 | 1 |
_a Ghauri, Pervez N. _981698 |
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_uhttps://ezproxy.itcarlow.ie/login?url=https://www.emerald.com/10.1108/03090560410560254 _yRead this article online via the Emerald Fulltext Database |
| 856 | 4 | 1 |
_ySend a message to library staff if access to this online resource is unavailable _umailto:libdesk@itcarlow.ie?subject=Resource%20unavailable |
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