On the value relevance of customer satisfaction. Multiple drivers and multiple markets

- Raithel, Sascha, Sarstedt, Marko, Scharf, Sebastian, Schwaiger, Manfred

Exploring the relationships between e-service quality, satisfaction, attitudes and behaviours in content-driven e-service web sites

- Carlson, Jamie, O'Cass, Aron

The dynamics of exploring future market potential of genetically modified foods

- D'Souza, C, Quazi, Ali

Differentiating between service quality and relationship quality in cyberspace

- Keating, Byron, Rugimbana, Robert, Quazi, Ali

The internet, consumer empowerment and marketing strategies

- Pires, Guilherme D., Stanton, John, Rita, Paulo

Links between organisational and customer variables in service delivery: evidence, contradictions and challenges

- Dean, Alison M.

Retail sales explanations: resolving unsatisfactory sales encounters

- Dunning, Jarrad, O'Cass, Aron, Pecotich, Anthony

Customer satisfaction with commercial airlines: the role of perceived safety and purpose of travel

- Ringle, Christian M., Sarstedt, Marko, Zimmermann, Lorenz

The impact of customer loyalty programs and mediating factors on store loyalty in the supermarket industry

- Leong, Kuan Wei

Antecedents of consumers' brand loyalty for high technology products

- Ng, Ching Yee

The role of business process management (BPM) as a mediator between employee job satisfaction and customer satisfaction in the hospitality industry in Hong Kong and Macau

- Ho, Kathryn WFK

A new service-quality model to enhance customer retention in the Hong Kong fast-food restaurant industry

- Ngie, Kenneth Lui-ming

Conceptualising the application of relationship marketing orientation to the internal business environment

- Pires, Guilherme, Cheung, Rachel Shuk Yee

Factors affecting customer retention in internet banking among Hong Kong professionals and business practitioners

- Yau, Suk Ching Eppie