Table of contents
Communicating service quality: are business‐to‐business ads different?
Corliss L. GreenService quality has been widely examined in the area of consumer research. The SERVQUAL scale, in particular, has been used to examine consumer perceptions of service quality as…
Why do customers switch? The dynamics of satisfaction versus loyalty
Banwari Mittal, Walfried M. LassarOne of the most unexamined assumptions marketing firms have made in recent years is that satisfaction alone will guarantee customer loyalty. Our research questions this…
Managing the delayed service encounter: the role of employee action and customer prior experience
Dan Sarel, Howard MarmorsteinDespite the increased attention being paid to service delivery, lengthy waits for service are still common. This paper provides a conceptual and empirical examination of the…
Promoting leisure services: economic and emotional aspects of consumer response
Kirk L. Wakefield, Victoria D. BushPrevious sales promotion research has focused primarily upon groceries and packaged goods. This research examines what motivates consumers to respond to sales promotions for…
Service quality as a competitive opportunity
Molly Inhofe Rapert, Brent M. WrenQuality has progressed from a rough conceptualization of a tactical problem to a viable competitive opportunity that should be maximized strategically. We discuss the viability of…
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum