How to cite this paper
Alzoubi, H., Alshurideh, M., Kurdi, B & Inairat, M. (2020). Do perceived service value, quality, price fairness and service recovery shape customer satisfaction and delight? A practical study in the service telecommunication context.Uncertain Supply Chain Management, 8(3), 579-588.
Refrences
Abdul Rehman, A. (2012). Customer satisfaction and service quality in Islamic banking. Qualitative Research in Financial Markets, 4(2/3), 165-175.
Ahmed, U., Majid, A., & Zin, M. L. M. (2016). HR moderating HR: Critical link between developmental HR practices and work engagement in a moderated model. Management Review: An International Journal, 11(2), 4-22.
Albarq, A. N. (2013). Applying a SERVQUAL model to measure the impact of service quality on customer loyalty among local Saudi banks in Riyadh. American Journal of Industrial and Business Management, 3(8), 700-707.
Al-Dmour, H., & Al-Shraideh, M. T. (2008). The influence of the promotional mix elements on Jordanian consumer's decisions in cell phone service usage: An analytical study. Jordan Journal of Business Administration, 4(4), 375-392.
Al Dmour, H., Alshurideh, M., & Shishan, F. (2014). The influence of mobile application quality and attributes on the continuance intention of mobile shopping. Life Science Journal, 11(10), 172-181.
Al-dweeri, R. M., Obeidat, Z. M., Al-dwiry, M. A., Alshurideh, M. T., & Alhorani, A. M. (2017). The impact of e-service quality and e-loyalty on online shopping: moderating effect of e-satisfaction and e-trust. International Journal of Marketing Studies, 9(2), 92-103.
Alkalha, Z., Al-Zu’bi, Z., Al-Dmour, H., Alshurideh, M., & Masa'deh, R. (2012). Investigating the effects of human resource policies on organizational performance: An empirical study on commercial banks operating in Jordan. European Journal of Economics, Finance and Administrative Sciences, 51(1), 44-64.
AL Kurdi, B. (2016). Healthy-Food Choice and Purchasing Behaviour Analysis: An Exploratory Study of Families in the UK (Doctoral dissertation, Durham University).
Ammari, G., Alkurdi, B., Alshurideh, A., & Alrowwad, A. (2017). Investigating the impact of communication satisfaction on organizational commitment: a practical approach to increase employees’ loyalty. International Journal of Marketing Studies, 9(2), 113-133.
Andreassen, T. W. (2001). From disgust to delight: do customers hold a grudge?. Journal of service research, 4(1), 39-49.
Alshurideh, M. (2010). Customer service retention–A behavioural perspective of the UK mobile market (Doctoral dissertation, Durham University).
Alshurideh, M. (2010). A behavior perspective of mobile customer retention: An exploratory study in the UK Market. The End of the Pier? Competing perspectives on the challenges facing business and management British Academy of Management Brighton–UK. British Academy of Management, 1-19.
Alshurideh, M. (2014). The Factors Predicting Students' Satisfaction with Universities' Healthcare Clinics' Services: A Case-Study from the Jordanian Higher Education Sector. Dirasat: Administrative Sciences, 161(1524), 1-36.
Alshurideh, M. T. (2014). A qualitative analysis of customer repeat purchase behaviour in the UK mobile phone market. Journal of Management Research, 6(1), 109-125.
Alshurideh, M. T. (2016). Is customer retention beneficial for customers: A conceptual background. Journal of Research in Marketing, 5(3), 382-389.
Alshurideh, M. (2016). Scope of Customer Retention Problem in the Mobile Phone Sector: A Theoretical Perspective. Journal of Marketing and Consumer Research, 20, 64-69.
Alshurideh, M. T. (2016). Exploring the main factors affecting consumer choice of mobile phone service provider contracts. International Journal of Communications, Network and System Sciences, 9(12), 563-581.
Alshurideh, M. T. (2016). Is customer retention beneficial for customers: A conceptual background. Journal of Research in Marketing, 5(3), 382-389.
Alshurideh, M. T. (2017). A theoretical perspective of contract and contractual customer-supplier relationship in the mobile phone service sector. International Journal of Business and Management, 12(7), 201-210.
Alshurideh, D. M. (2019). Do electronic loyalty programs still drive customer choice and repeat purchase behaviour?. International Journal of Electronic Customer Relationship Management, 12(1), 40-57.
Alshurideh, M. Al-Hawary, S., Mohammad, A., Mohammad, A., Al Kurdi, B. (2017). The Impact of Islamic Bank’s Service Quality Perception On Jordanian Customer’s Loyalty. Journal of Management Research, 9(2), 139-159.
Alshurideh, M., Al Kurdi, B., Abu Hussien, A., & Alshaar, H. (2017). Determining the main factors affecting consumers’ acceptance of ethical advertising: A review of the Jordanian market. Journal of Marketing Communications, 23(5), 513-532.
Alshurideh, M., Al Kurdi, B., Abumari, A., & Salloum, S. (2018). Pharmaceutical Promotion Tools Effect on Physician's Adoption of Medicine Prescribing: Evidence from Jordan. Modern Applied Science, 12(11), 210-222.
Alshurideh, M., Al Kurdi, B., & Salloum, S. A. (2019, October). Examining the Main Mobile Learning System Drivers’ Effects: A Mix Empirical Examination of Both the Expectation-Confirmation Model (ECM) and the Technology Acceptance Model (TAM). In International Conference on Advanced Intelligent Systems and Informatics (pp. 406-417). Springer, Cham.
Alshurideh, M., Al Kurdi, B. H., Vij, A., Obiedat, Z., & Naser, A. (2016). Marketing ethics and relationship marketing-An empirical study that measure the effect of ethics practices application on maintaining relationships with customers. International Business Research, 9(9), 78-90.
Alshurideh, M., Bataineh, A., Alkurdi, B., & Alasmr, N. (2015). Factors affect mobile phone brand choices–Studying the case of Jordan universities students. International Business Research, 8(3), 141-155.
Alshurideh, M., Masa'deh, R., & Alkurdi, B. (2012). The effect of customer satisfaction upon customer retention in the Jordanian mobile market: An empirical investigation. European Journal of Economics, Finance and Administrative Sciences, 47(12), 69-78.
Alshurideh, M. Salloum, S., Al Kurdi, B., Abdel Monem, A., Shaalan. K. (2019). Understanding the Quality Determinants that Influence the Intention to Use the Mobile Learning Platforms: A Practical Study. International Journal of Interactive Mobile Technologies (IJIM), 13(11), 157–183.
Alzoubi, H., Abdo M., Al-Gasaymeh, A. & Alzoubi, A. (2019). An empirical study of e-Service quality and its impact on achieving a value added. Journal of Business and Retail Management Research (JBRMR), 13(4), 138-145.
Ammari, G., Alkurdi, B., Alshurideh, A., & Alrowwad, A. (2017). Investigating the impact of communication satisfaction on organizational commitment: a practical approach to increase employees’ loyalty. International Journal of Marketing Studies, 9(2), 113-133.
Ampomah, Y. K. (2012). Factors Affecting Customer Satisfaction and Preference in The Telecommunications Industry: A Case Study of MTN GHANA, Unpublished Master Thesis, Kwame Nkrumah University of Science and Technology, GHANA.
Arora, P., & Narula, S. (2018). linkage between service quality, customer satisfaction and customer loyalty: A literature Review. the IUP Journal of Marketing Management, 17(4), 30-53.
Barnes, D. C., Ponder, N., & Dugar, K. (2011). Investigating the key routes to customer delight. Journal of Marketing Theory and Practice, 19(4), 359-376.
Brown, P., Hesketh, A. & Williams, S. (2003). Employ ability in a knowledge-driven economy. Journal of Education and Work, 16(2), 107-126.
Buttle, F., & Burton, J. (2002). Does service failure influence customer loyalty?. Journal of Consumer Behaviour: An International Research Review, 1(3), 217-227.
Carrillat, F.A., Jaramillo, F. & Mulki, J.P. (2007). The validity of the SERVQUAL and SERVPERF scales: A meta‐analytic view of 17 years of research across five continents. International Journal of Service Industry Management, 18(5), 472-490.
Caruana, A. (2002). Service loyalty the effects of service quality and the mediating role of customer satisfaction. European Journal of Marketing, 36(7/8), 811-828.
Duffy, J. A. M., Miller, J. M., & Bexley, J. B. (2006). Banking customers' varied reactions to service recovery strategies. International Journal of Bank Marketing, 24(2), 112-132.
Dutta, S., Chauhan, R. & Chauhan, K. (2017). Factors Affecting Customer Satisfaction of Online Travel Agencies India. Tourism and Hospitality Management, 23(2), 267-277.
ELSamen, A. A., & Alshurideh, M. (2012). The impact of internal marketing on internal service quality: A case study in a Jordanian pharmaceutical company. International Journal of Business and Management, 7(19), 84.-95.
Famiyeh, S., Asante-Darko, D. & Kwarteng, A. (2018). Service quality, customer satisfaction, and loyalty in the banking sector. International Journal of Quality & Reliability Management, 35(8), 1546-1567.
Grönroos, C. (1988). Service quality: The six criteria of good perceived service quality. Review of Business, 9(1), 10-13
Jhandir, S. U. (2012). Customer satisfaction, perceived service quality and mediating role of perceived value. International Journal of Marketing Studies, 4(1), 68-76.
Jin, N., Line, N. D., & Merkebu, J. (2016). The effects of image and price fairness: A consideration of delight and loyalty in the waterpark industry. International Journal of Contemporary Hospitality Management, 28(9), 1895-1914.
Hart, C. W., Heskett, J. L., & Sasser, J. W. (1990). The profitable art of service recovery. Harvard business review, 68(4), 148-156.
Hensher, D. A. (2014). The relationship between bus contract costs, use perceived service quality and performance assessment. International Journal of Sustainable Transportation, 8(1), 5-27.
Herington, C., & Weaven, S. (2007). Can banks improve customer relationships with high quality online services?. Managing Service Quality: An International Journal, 17(4), 404-427.
Husnain, M. & Akhtar, M. W. (2015). Relationship Marketing and Customer Loyalty: Evidence from Banking Sector in Pakistan. Global Journal of Management and Business Research: E-Marketing, 15(10), 1-15.
Hume, M., & Sullivan Mort, G. (2010). The consequence of appraisal emotion, service quality, perceived value and customer satisfaction on repurchase intent in the performing arts. Journal of Services Marketing, 24(2), 170-182.
Kangogo, E.J., Musiega, & Manyasi, J. (2013). Effect of Customer Satisfaction on Performance of the Hotel Industry in the Western Tourism Circuit of Kenya. European Journal of Business and Management, 5(14), 87-100.
Kaura, V., Prasad, Ch. S. & Sharma, S. (2014). Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction. International Journal of Bank Marketing, 33(4), 404-422.
Keshavarz, Y., & Jamshidi, D. (2018). Service Quality Evaluation and the Mediating Role of Perceived Value and Customer Satisfaction in Customer Loyalty. International Journal of Tourism Cities, 4(2), 220-244.
Khuong, M. N., & Dai, N. Q. (2016). The Factors Affecting Customer Satisfaction and Customer Loyalty — A Study of Local Taxi Companies in Ho Chi Minh City, Vietnam. International Journal of Innovation, Management and Technology, 7(5), 228-233.
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Li, J. (2013). Factors affecting customer satisfaction and customer loyalty towards Belle Footwear Company in Lanzhou City, Gansu Province of the People’s Republic of China. IOSR Journal of Business and Management, 14(2), 41-48.
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Albarq, A. N. (2013). Applying a SERVQUAL model to measure the impact of service quality on customer loyalty among local Saudi banks in Riyadh. American Journal of Industrial and Business Management, 3(8), 700-707.
Al-Dmour, H., & Al-Shraideh, M. T. (2008). The influence of the promotional mix elements on Jordanian consumer's decisions in cell phone service usage: An analytical study. Jordan Journal of Business Administration, 4(4), 375-392.
Al Dmour, H., Alshurideh, M., & Shishan, F. (2014). The influence of mobile application quality and attributes on the continuance intention of mobile shopping. Life Science Journal, 11(10), 172-181.
Al-dweeri, R. M., Obeidat, Z. M., Al-dwiry, M. A., Alshurideh, M. T., & Alhorani, A. M. (2017). The impact of e-service quality and e-loyalty on online shopping: moderating effect of e-satisfaction and e-trust. International Journal of Marketing Studies, 9(2), 92-103.
Alkalha, Z., Al-Zu’bi, Z., Al-Dmour, H., Alshurideh, M., & Masa'deh, R. (2012). Investigating the effects of human resource policies on organizational performance: An empirical study on commercial banks operating in Jordan. European Journal of Economics, Finance and Administrative Sciences, 51(1), 44-64.
AL Kurdi, B. (2016). Healthy-Food Choice and Purchasing Behaviour Analysis: An Exploratory Study of Families in the UK (Doctoral dissertation, Durham University).
Ammari, G., Alkurdi, B., Alshurideh, A., & Alrowwad, A. (2017). Investigating the impact of communication satisfaction on organizational commitment: a practical approach to increase employees’ loyalty. International Journal of Marketing Studies, 9(2), 113-133.
Andreassen, T. W. (2001). From disgust to delight: do customers hold a grudge?. Journal of service research, 4(1), 39-49.
Alshurideh, M. (2010). Customer service retention–A behavioural perspective of the UK mobile market (Doctoral dissertation, Durham University).
Alshurideh, M. (2010). A behavior perspective of mobile customer retention: An exploratory study in the UK Market. The End of the Pier? Competing perspectives on the challenges facing business and management British Academy of Management Brighton–UK. British Academy of Management, 1-19.
Alshurideh, M. (2014). The Factors Predicting Students' Satisfaction with Universities' Healthcare Clinics' Services: A Case-Study from the Jordanian Higher Education Sector. Dirasat: Administrative Sciences, 161(1524), 1-36.
Alshurideh, M. T. (2014). A qualitative analysis of customer repeat purchase behaviour in the UK mobile phone market. Journal of Management Research, 6(1), 109-125.
Alshurideh, M. T. (2016). Is customer retention beneficial for customers: A conceptual background. Journal of Research in Marketing, 5(3), 382-389.
Alshurideh, M. (2016). Scope of Customer Retention Problem in the Mobile Phone Sector: A Theoretical Perspective. Journal of Marketing and Consumer Research, 20, 64-69.
Alshurideh, M. T. (2016). Exploring the main factors affecting consumer choice of mobile phone service provider contracts. International Journal of Communications, Network and System Sciences, 9(12), 563-581.
Alshurideh, M. T. (2016). Is customer retention beneficial for customers: A conceptual background. Journal of Research in Marketing, 5(3), 382-389.
Alshurideh, M. T. (2017). A theoretical perspective of contract and contractual customer-supplier relationship in the mobile phone service sector. International Journal of Business and Management, 12(7), 201-210.
Alshurideh, D. M. (2019). Do electronic loyalty programs still drive customer choice and repeat purchase behaviour?. International Journal of Electronic Customer Relationship Management, 12(1), 40-57.
Alshurideh, M. Al-Hawary, S., Mohammad, A., Mohammad, A., Al Kurdi, B. (2017). The Impact of Islamic Bank’s Service Quality Perception On Jordanian Customer’s Loyalty. Journal of Management Research, 9(2), 139-159.
Alshurideh, M., Al Kurdi, B., Abu Hussien, A., & Alshaar, H. (2017). Determining the main factors affecting consumers’ acceptance of ethical advertising: A review of the Jordanian market. Journal of Marketing Communications, 23(5), 513-532.
Alshurideh, M., Al Kurdi, B., Abumari, A., & Salloum, S. (2018). Pharmaceutical Promotion Tools Effect on Physician's Adoption of Medicine Prescribing: Evidence from Jordan. Modern Applied Science, 12(11), 210-222.
Alshurideh, M., Al Kurdi, B., & Salloum, S. A. (2019, October). Examining the Main Mobile Learning System Drivers’ Effects: A Mix Empirical Examination of Both the Expectation-Confirmation Model (ECM) and the Technology Acceptance Model (TAM). In International Conference on Advanced Intelligent Systems and Informatics (pp. 406-417). Springer, Cham.
Alshurideh, M., Al Kurdi, B. H., Vij, A., Obiedat, Z., & Naser, A. (2016). Marketing ethics and relationship marketing-An empirical study that measure the effect of ethics practices application on maintaining relationships with customers. International Business Research, 9(9), 78-90.
Alshurideh, M., Bataineh, A., Alkurdi, B., & Alasmr, N. (2015). Factors affect mobile phone brand choices–Studying the case of Jordan universities students. International Business Research, 8(3), 141-155.
Alshurideh, M., Masa'deh, R., & Alkurdi, B. (2012). The effect of customer satisfaction upon customer retention in the Jordanian mobile market: An empirical investigation. European Journal of Economics, Finance and Administrative Sciences, 47(12), 69-78.
Alshurideh, M. Salloum, S., Al Kurdi, B., Abdel Monem, A., Shaalan. K. (2019). Understanding the Quality Determinants that Influence the Intention to Use the Mobile Learning Platforms: A Practical Study. International Journal of Interactive Mobile Technologies (IJIM), 13(11), 157–183.
Alzoubi, H., Abdo M., Al-Gasaymeh, A. & Alzoubi, A. (2019). An empirical study of e-Service quality and its impact on achieving a value added. Journal of Business and Retail Management Research (JBRMR), 13(4), 138-145.
Ammari, G., Alkurdi, B., Alshurideh, A., & Alrowwad, A. (2017). Investigating the impact of communication satisfaction on organizational commitment: a practical approach to increase employees’ loyalty. International Journal of Marketing Studies, 9(2), 113-133.
Ampomah, Y. K. (2012). Factors Affecting Customer Satisfaction and Preference in The Telecommunications Industry: A Case Study of MTN GHANA, Unpublished Master Thesis, Kwame Nkrumah University of Science and Technology, GHANA.
Arora, P., & Narula, S. (2018). linkage between service quality, customer satisfaction and customer loyalty: A literature Review. the IUP Journal of Marketing Management, 17(4), 30-53.
Barnes, D. C., Ponder, N., & Dugar, K. (2011). Investigating the key routes to customer delight. Journal of Marketing Theory and Practice, 19(4), 359-376.
Brown, P., Hesketh, A. & Williams, S. (2003). Employ ability in a knowledge-driven economy. Journal of Education and Work, 16(2), 107-126.
Buttle, F., & Burton, J. (2002). Does service failure influence customer loyalty?. Journal of Consumer Behaviour: An International Research Review, 1(3), 217-227.
Carrillat, F.A., Jaramillo, F. & Mulki, J.P. (2007). The validity of the SERVQUAL and SERVPERF scales: A meta‐analytic view of 17 years of research across five continents. International Journal of Service Industry Management, 18(5), 472-490.
Caruana, A. (2002). Service loyalty the effects of service quality and the mediating role of customer satisfaction. European Journal of Marketing, 36(7/8), 811-828.
Duffy, J. A. M., Miller, J. M., & Bexley, J. B. (2006). Banking customers' varied reactions to service recovery strategies. International Journal of Bank Marketing, 24(2), 112-132.
Dutta, S., Chauhan, R. & Chauhan, K. (2017). Factors Affecting Customer Satisfaction of Online Travel Agencies India. Tourism and Hospitality Management, 23(2), 267-277.
ELSamen, A. A., & Alshurideh, M. (2012). The impact of internal marketing on internal service quality: A case study in a Jordanian pharmaceutical company. International Journal of Business and Management, 7(19), 84.-95.
Famiyeh, S., Asante-Darko, D. & Kwarteng, A. (2018). Service quality, customer satisfaction, and loyalty in the banking sector. International Journal of Quality & Reliability Management, 35(8), 1546-1567.
Grönroos, C. (1988). Service quality: The six criteria of good perceived service quality. Review of Business, 9(1), 10-13
Jhandir, S. U. (2012). Customer satisfaction, perceived service quality and mediating role of perceived value. International Journal of Marketing Studies, 4(1), 68-76.
Jin, N., Line, N. D., & Merkebu, J. (2016). The effects of image and price fairness: A consideration of delight and loyalty in the waterpark industry. International Journal of Contemporary Hospitality Management, 28(9), 1895-1914.
Hart, C. W., Heskett, J. L., & Sasser, J. W. (1990). The profitable art of service recovery. Harvard business review, 68(4), 148-156.
Hensher, D. A. (2014). The relationship between bus contract costs, use perceived service quality and performance assessment. International Journal of Sustainable Transportation, 8(1), 5-27.
Herington, C., & Weaven, S. (2007). Can banks improve customer relationships with high quality online services?. Managing Service Quality: An International Journal, 17(4), 404-427.
Husnain, M. & Akhtar, M. W. (2015). Relationship Marketing and Customer Loyalty: Evidence from Banking Sector in Pakistan. Global Journal of Management and Business Research: E-Marketing, 15(10), 1-15.
Hume, M., & Sullivan Mort, G. (2010). The consequence of appraisal emotion, service quality, perceived value and customer satisfaction on repurchase intent in the performing arts. Journal of Services Marketing, 24(2), 170-182.
Kangogo, E.J., Musiega, & Manyasi, J. (2013). Effect of Customer Satisfaction on Performance of the Hotel Industry in the Western Tourism Circuit of Kenya. European Journal of Business and Management, 5(14), 87-100.
Kaura, V., Prasad, Ch. S. & Sharma, S. (2014). Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction. International Journal of Bank Marketing, 33(4), 404-422.
Keshavarz, Y., & Jamshidi, D. (2018). Service Quality Evaluation and the Mediating Role of Perceived Value and Customer Satisfaction in Customer Loyalty. International Journal of Tourism Cities, 4(2), 220-244.
Khuong, M. N., & Dai, N. Q. (2016). The Factors Affecting Customer Satisfaction and Customer Loyalty — A Study of Local Taxi Companies in Ho Chi Minh City, Vietnam. International Journal of Innovation, Management and Technology, 7(5), 228-233.
Komunda, M., & Osarenkhoe, A. (2012). Remedy or cure for service failure? Effects of service recovery on customer satisfaction and loyalty. Business Process Management Journal, 18(1), 82-103.
Kumar, A., Olshavsky, R.W., & King, M.F. (2001). Exploring the antecedents of customer delight. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 14, 14‐27.
Lai, C. S., & Nguyen, M. C. (2017). Factors affecting service quality, customer satisfaction and loyalty of mobile phone service providers in Vietnam. International Journal of Organizational Innovation (Online), 10(2), 75-85.
Li, J. (2013). Factors affecting customer satisfaction and customer loyalty towards Belle Footwear Company in Lanzhou City, Gansu Province of the People’s Republic of China. IOSR Journal of Business and Management, 14(2), 41-48.
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