Table of contents
An exploratory perspective of service brand associations
Aron O’Cass, Debra GraceOver the past 20 years the commercial importance of services has been realised, highlighting the importance of research to understand service brands and their meaning for…
The professional service encounter in the age of the Internet: an exploratory study
Gillian Hogg, Angus Laing, Dan WinkelmanThis paper considers the impact of the Internet on professional services, which are characterised by high levels of interpersonal interaction and where a significant component of…
Service quality and customer loyalty perspectives on two levels of retail relationships
Amy Wong, Amrik SohalThis study attempts to examine the impact of service quality dimensions on customer loyalty, on two levels of retail relationships: person‐to‐person (salesperson level) and…
Internet banking adoption among mature customers: early majority or laggards?
Minna Mattila, Heikki Karjaluoto, Tapio PentoFinland is a world leader in electronic banking, and over 39.8 percent of all retail banking transactions were made over the Internet in August 2000. Using the data of a large…
Assessing service quality on the Web: evidence from business‐to‐consumer portals
Spiros Gounaris, Sergios DimitriadisThe article explores the quality dimensions that the visitors of national and foreign business‐to‐consumer portals use to assess the performance of their service offering. Based…
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum