An empirical study of employee loyalty, service quality and firm performance in the service industry

International Journal of Production Economics

Volumn 124, Issue 1, 2010, Pages 109-120

  Yee, Rachel W Y ^a   Yeung, Andy C L ^a   Edwin Cheng, T C ^a  

^a HONG KONG POLYTECHNIC UNIVERSITY   (Hong Kong)

Author keywords

Customer loyalty; Customer satisfaction; Employee loyalty; Profitability; Service quality

Indexed keywords

BUSINESS PERFORMANCE; CONTACT LEVELS; CONTACT-SERVICES; CONTEXTUAL FACTORS; CUSTOMER LOYALTY; EMPIRICAL STUDIES; FIRM PERFORMANCE; HONG-KONG; MULTIPLE-GROUP; RESEARCH MODELS; SEM; SERVICE INDUSTRIES; SERVICE QUALITY; STRUCTURAL EQUATION MODELING; SWITCHING COSTS;

COMPETITION; PERSONNEL; PROFITABILITY; SALES;

CUSTOMER SATISFACTION;

EID: 74449087909     PISSN: 09255273     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.ijpe.2009.10.015     Document Type: Article

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