Table of contents
A CIT investigation of servicescape failures and associated recovery strategies
K. Douglas Hoffman, Scott W. Kelley, Beth C. ChungThis study was undertaken to investigate service failures relating to problems with the management of the servicescape. Of the 1,370 failure critical incidents collected, 123 were…
Services marketing: taking up the sustainable development challenge
Frank van der Zwan, Tracy BhamraThere is a window of opportunity within the area of design for sustainability for services marketing academics and practitioners to offer their knowledge and experience to…
Organizational citizenship behavior and service quality
Carol C. Bienstock, Carol W. DeMoranville, Rachel K. SmithWhat is the best way for service organizations to evaluate and motivate service employees so that customers are retained and new customers are attracted? What motivates service…
Go away! Don’t bother me! I don’t want your money!
Karen Ho, Laurence Jacobs, John CoxIn 1988, 998 letters of reservation inquiries were sent to hotels with 250 rooms or more requesting information about hosting a business reception for 20 couples. The study was…
Familiarity and interest: in a learning center service context
Audhesh K. Paswan, Gopala GaneshServices are inherently intangible, and high on experience as well as credence quality. To promote services effectively, a service provider must go beyond mere creation of…
Perceived quality and satisfaction in multiservice organisations: the case of Spanish public services
Enrique Bigné, Miguel A. Moliner, Javier SánchezThe main aim of the paper is to study the causal relationship between two constructs, perceived quality and satisfaction, in the particular case of multiservice organisations…
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum