Integration of standardization and customization: impact on service quality, customer satisfaction, and loyalty

Integration of standardization and customization: impact on service quality, customer satisfaction, and loyalty

The basic objective of this study is to analyse the direct and indirect impacts of standardization and customization on customer satisfaction and loyalty through service quality. The service quality has two dimensions: technical quality and functional quality. A framework is developed by extending G...

Full description

Bibliographic Details
Main Authors: Kasiri, Leila Agha, Teoh, Kenny Guan Cheng, Sambasivan, Murali, Md. Sidin, Samsinar
Format: Article
Language:English
Published: Elsevier 2017
Online Access:http://psasir.upm.edu.my/id/eprint/56988/
http://psasir.upm.edu.my/id/eprint/56988/1/Integration%20of%20standardization%20and%20customization%20impact%20on%20service%20quality%2C%20customer%20satisfaction%2C%20and%20loyalty.pdf

Similar Items

Similar Items