Table of contents
Perceived service encounter pace and customer satisfaction: An empirical study of restaurant experiencesBreffni M. Noone, Sheryl E. Kimes, Anna S. Mattila, Jochen Wirtz
Restaurant operators can process a greater number of customers and increase revenues by reducing service encounter duration during high demand periods. Actions taken to…
The purpose of this paper is to provide a deeper insight on the psychological mechanism of customer forgiveness viewed from a cross cultural perspective.
This paper aims to increase the understanding of networks within the service‐dominant logic (S‐D logic) and to demonstrate the importance of interaction between network…
This study aims to propose a tree‐based analytic tool that may be used in analyzing a large‐scale and complex service process. The tenet of this tool is based on the…
The relationship between service quality and retention within the automated and traditional contexts of retail bankingMohammad Al‐Hawari, Tony Ward, Leonce Newby
The main purpose of this paper is to highlight the significance of service quality factors on customer retention within the Australian traditional and automated banking contexts.
Renamed from:International Journal of Service Industry Management
Online date, start – end:2009
Copyright Holder:Emerald Publishing Limited
- Dr Jay Kandampully