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

Journal of Retailing and Consumer Services

Volumn 35, Issue , 2017, Pages 91-97

  Kasiri, Leila Agha ^a   Guan Cheng, Kenny Teoh ^a   Sambasivan, Murali ^b   Sidin, Samsinar Md ^c  

^a UNIVERSITY PUTRA MALAYSIA   (Malaysia)

^b TAYLOR S UNIVERSITY   (Malaysia)

^c UNIVERSITI TUN ABDUL RAZAK   (Malaysia)

Author keywords

Customer loyalty; Customer satisfaction; Customization; Malaysia; Service quality; Standardization

Indexed keywords

MODEL VALIDATION; RETAILING; SERVICE QUALITY; STANDARDIZATION;

MALAYSIA;

EID: 85006164519     PISSN: 09696989     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.jretconser.2016.11.007     Document Type: Article

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