Purpose - This paper aims to build upon the debate in the service quality literature regarding both the theoretical and practical effectiveness of expectations data in the measurement of internal service quality (ISQ). Gap-based and perceptions-only approaches to measuring ISQ are tested and...

Purpose - The purpose of this paper is to explore the nature of buyers' attitudes towards the partial consensus surrounding the benefits of buyer-supplier cooperation - the relational exchange perspective. Design/methodology/approach - The extent to which buyers display an awareness of, and...