Customer Service Quality and Loyalty
This cluster of papers explores the effects of customer relationships, satisfaction, service quality, perceived value, and emotional responses on behavior and loyalty. It delves into topics such as relationship marketing, switching costs, trust, commitment, and service recovery in both consumer and business-to-business contexts.
Papers listed on taxonomy pages are the top few works per node from the OpenAlex snapshot. That list is not exhaustive and is not an endorsement. The topic map and the journal registry remain separate: there is still no authoritative topic-to-venue or topic-to-organization edge. Search is a lexical lookup, not a claim that a venue publishes a topic.
Most cited
- PLS-SEM: Indeed a Silver Bullet
- SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
- The Commitment-Trust Theory of Relationship Marketing
- A Conceptual Model of Service Quality and Its Implications for Future Research
- Evaluating Goodness-of-Fit Indexes for Testing Measurement Invariance
- A Paradigm for Developing Better Measures of Marketing Constructs
Most recent
- How goal orientation shapes service quality: evidence from service and goods contexts
- The Effects of Partnership‐Based Cause‐Related Marketing Program on Consumers' Perceived Authenticity, Meaningfulness, and Supporting Behaviors: Moderating Roles of Perceived Pain and Calling
- Effect of After-Sales Support Management on Customer Retention in Real Estate Firms
- Institutional influences on network brokerage behaviors in B2B mutual fund markets: a comparative analysis of three Asian markets
- Service Quality and Students' Satisfaction in Management Programs at Public Campus in Nepal
- Customer Satisfaction with Banks Services Quality: A Comparative Study Between Islamic and Conventional Banks