Essays about: "E-RecS-Qual"

Found 1 essay containing the word E-RecS-Qual.

  1. 1. Service Quality Dimensions in an Online Context : -A Perspective Comparison of Service Recovery

    University essay from Ekonomihögskolan, ELNU

    Author : Josefine Persson; Amelie Claesson; [2012]
    Keywords : Service quality; service recovery; customer expectations; customer satisfaction; customer preferences; customer relationships; E-S-Qual; E-RecS-Qual; brand image; word of mouth;

    Abstract : Service quality and service recovery has been found to play a significant role in customer satisfaction and future purchase intentions. Many studies have been conducted on how to manage either the company perspective or customer perspective of these two concepts. READ MORE