Purpose The purpose of this paper is to review the literature on customer experience to develop a better understanding of the concept and propose a research agenda. Design/methodology/approach The paper is based on a thorough review of 69 full-text articles, 12 books and one published...

Purpose – The purpose of this paper is to develop a scale for measuring perceived service quality for public hospitals from the user's (patient's) perspective. The objective is to measure perceived service quality of public hospitals. Design/methodology/approach – Standard scale development...

Purpose – The opening up of the Indian retail sector has seen a proliferation of the corporate players through different retail formats and stores – the majority being in the food and groceries. This necessitates creating, building, and managing differentiated retail store brands, and image...