Table of contents
Determinants of customer‐perceived service quality: a confirmatory factor analysis approach
G.S. Sureshchandar, Chandrasekharan Rajendran, R.N. AnantharamanThe research literature on service quality has indeed swelled enormously over the past few years with numerous researchers administering various models across the world…
Determinants of trust in a service provider: the moderating role of length of relationship
Keith S. Coulter, Robin A. CoulterTrust is a key factor in the establishment of long‐term relationships between service representatives and their customers. Prior research has documented that both “person‐related”…
The role of cognitions and emotions in the music‐approach‐avoidance behavior relationship
Jillian C. Sweeney, Fiona WyberThis study extends the Mehrabian‐Russell environmental psychology model to include both emotional states and cognitive processing as mediators of the music‐intended behavior…
Serving multiple masters: role conflict experienced by service employees
Beth G. Chung, Benjamin SchneiderCustomer‐contact employees are a critical asset of service organizations due to the interactive nature of service delivery. Customer‐contact employees are boundary spanners who…
Customer involvement in the selection of service specifications
John E. Swan, Michael R. Bowers, Rajan GroverMany types of services involve a sequence in which customers choose a service provider followed by selection of service specifications, that is selecting when and how the service…
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum