Table of contents
Professional service relationships: a multi‐context study of factors impacting satisfaction, re‐patronization, and recommendations
Angela V. HausmanDistinct difference between professional services and other types of service may increase customer reliance on social aspects of the relationship as a means to increase…
How do consumers evaluate Internet retail service quality?
Philip J. Trocchia, Swinder JandaThe conceptualization and assessment of service quality continues to play an important role in marketing for both academics and practitioners alike. This study extends the service…
The effects of perceptual processes on the measurement of service quality
Adrian Palmer, Martin O’NeillMethods of measuring service quality have suffered from a lack of discussion about perceptual processes involved in a consumer’s evaluation of quality. Most importantly, it is the…
A model of fan identification: antecedents and sponsorship outcomes
Kevin Gwinner, Scott R. SwansonThis study examines the impact of fan identification on four distinct sponsorship outcomes: sponsor recognition, attitude toward the sponsor, sponsor patronage, and satisfaction…
The relationship between Internet use and perceived performance in retail and professional service firms
Judy Drennan, Janet R. McColl‐KennedyInformation technology (IT) and, in particular, the Internet is dramatically impacting on the services sector. This paper specifically investigates the relative impact of several…
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum