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Examining the influence of service quality on customer satisfaction and patronage intentions in convenience store industry
(Indian Institute of Management, Ahmedabad, 2014)
This paper explores perceptions of service quality in the convenience store (c-store) industry. The study applies the extant SERVQUAL models (Parasuraman, Berry, and Zeithmal, 1988; Dabholkar, Thorpe, and Rentz, 1996) in ...
Dominance of affective over cognitive customer satisfaction in satisfaction-loyalty relationship in service encounters
(Indian Institute of Management, Ahmedabad, 2014)
The paper reports on a study which aims to understand the role of cognitive and affective components of customer satisfaction in service encounters. The paper is structured to explore a brief synthesis of the extant ...