Table of contents
International service variants: airline passenger expectations and perceptions of service quality
Fareena Sultan, Merlin C. SimpsonThe primary objectives of this study are to determine if consumer expectations and perceptions of airline service quality vary by nationality. The study also examines whether the…
The determinants of perceived service quality and its relationship with satisfaction
Haksik Lee, Yongki Lee, Dongkeun YooDeals with three issues in the area of perceived service quality. First, it compares the gap model with the performance model. Second, it investigates the direction of causality…
Consumer education programs for mature consumers
A. Ben Oumlil, Alvin J. WilliamsHighlights the role of consumer education in enhancing the capacity of mature consumers to navigate the increasingly complex marketplace. Consumer education programs can provide…
Service quality perspectives and satisfaction in private banking
Walfried M. Lassar, Chris Manolis, Robert D. WinsorExamines the effects of service quality on customer satisfaction from two distinct methodological perspectives. Specifically, a study utilizing a sample of international private…
Barriers to relationship marketing in consumer retailing
Andrew D. Pressey, Brian P. MathewsThis study focuses on the potential difficulties in implementing a relationship marketing strategy within a retail context. We suggest that a number of attributes characterise the…
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum