Table of contents
Service guarantees and consumers’ evaluation of services
Louis A. Tucci, James TalagaInvestigates consumer perceptions of the utility of service guarantees in a table service restaurant setting. Uses conjoint analysis to determine the utility consumers assign to…
Consumer‐specific determinants of the size of retail choice sets: an empirical comparison of physical good and service providers
Richard R. Brand, J. Joseph CroninExamines the relationship between consumer‐specific constructs and the size of consumer retail choice sets for four different types of retailers: convenience/quick‐stop stores…
Consumer evaluations of fast‐food services: a cross‐national comparison
Moonkyu Lee, Francis M. UlgadoA growing number of US fast‐food franchises are expanding operations to overseas markets. Critical to the success of these service firms is an understanding of the way consumers…
Service pricing: a multi‐step synthetic approach
Wei Tung, Louis M. Capella, Peter K. TatExamines the advantages and disadvantages of six service pricing approaches in the service literature including: traditional cost‐oriented approach; traditional…
Using norms to improve the interpretation of service quality measures
Tom J. BrownThe assessment of service quality has proven to be an important consideration for managers and researchers. The dominant service quality framework posits that consumers consider…
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum