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Wilfrid Laurier University School of Business & Economics
October 24, 2014

Canadian Excellence

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Gordon McDougall

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Pub.date Title FileType Authors
2005 Internet versus bricks-and-mortar retailers: An investigation into intangibility and its consequences (ABSTRACT) ExternalExternal Laroche, M., Yang, Z., McDougall, G.H.G., Bergeron, J.
2005 Curriculum Vitae for G. McDougall PDFPDF (114k) G. McDougall
2005 BU642 Intro 1 MS PPTPPT (1.08MB) G. McDougall
2005 BU642 Intro 2 MS PPTPPT (763k) G. McDougall
2004 Assessing the Potential of Customer Relationship Management: Clarifying the Decision (ABSTRACT) ExternalExternal Frantz, B., & McDougall, G.
2004 Exploring How Intangibility Affects Perceived Risk (ABSTRACT) ExternalExternal Laroche, M., McDougall, G., Bergeron, J., & Yang, Z.
2002 GoodLife Fitness Clubs ExternalExternal McDougall, G.
2001 Customer retention strategies: When do they pay off? (ABSTRACT) ExternalExternal McDougall, G.
2000 Tanunda Winery (ABSTRACT) ExternalExternal McDougall, G., & Lockshin, L.
2000 Customer satisfaction with services: putting perceived value into the equation (ABSTRACT) ExternalExternal McDougall, G., & Levesque, T.
2000 Service problems and recovery strategies: An experiment (ABSTRACT) ExternalExternal Levesque, T., & McDougall, G.
1999 CIBC ExternalExternal McKillop, I., & McDougall, G.
1999 Waiting for service: the effectiveness of recovery strategies (ABSTRACT) ExternalExternal McDougall, G., & Levesque, T.
1998 Designing the service guarantee: unconditional or specific? (ABSTRACT) ExternalExternal McDougall, G., Levesque, T., & VanderPlaat, P.
1998 Service problems and recovery strategies: an examination of the critical incident technique in a business-to-business market ExternalExternal Lockshin, L., & McDougall, G.
1998 The Effectiveness of Recovery Strategies After Service Failure: An Experiment in the Hospitality Industry ExternalExternal McDougall, G., & Levesque, T.
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