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Impact of service recovery on customer loyalty: a study of e-banking in Spain
(The Bucharest University of Economic Studies, 2011-03)
The purposes of this study are twofold: (i) to propose and apply a scale to measure service recovery in the electronic banking (e-banking) sector; and (ii) to examine the relationship between service ...
Investigating discrepancies between e-services implementing or not ISO 9001: customers' outlook in the backdrop of e-services in Catalonia (Spain)
(Universitat de Montenegro, 2011)
This paper seeks to investigate from customers´ perspective, if the implementation of ISO 9001 with the scope directly related to customers (offices, claims, etc.), spawn any discrepancies on service ...