When designing a guarantee, service firms have a choice ‐the unconditional that guarantees customer satisfaction or the specific, which guarantees a major aspect of the service such as on‐time delivery. To date, this decision has been based primarily on anecdotal observations. This...

Points out that customer satisfaction and retention are critical for retail banks, and investigates the major determinants of customer satisfaction and future intentions in the retail bank sector. Identifies the determinants which include service quality dimensions (e.g. getting it right the...

This research investigated the relationship between three elements – core service quality, relational service quality‐ and perceived value – and customer satisfaction and future intentions across four services. The results revealed that core service quality (the promise) and perceived...

The amending formula of Canada's Constitution Act, 1982 is analysed and assessed, as are a variety of alternative formulae, some of which were actually proposed and then rejected. The models and techniques of game theory provide measurements of the power and satisfaction of the individual...

This essay describes a method that uses state voting records to calculate the probability that a state is pivotal in presidential elections. The method takes into consideration the changes in state voting patterns that occur at critical elections, and a separate power index is calculated for...

Two experiments examined the effectiveness of service recovery strategies in situations where the service firm made customers wait even though they had made a reservation. The recovery strategies ‐ apology only, assistance, compensation, assistance plus compensation ‐ which reflected...

Effective segmentation is a challenge for financial service managers. Investigates the use of service quality, convenience, and competitiveness as a basis for benefit segmentation. Identifies two segments, a performance driven segment that in the retail bank sector is primarily interested in...

Prior work has examined antecedents and behavioral outcomes of satisfaction in an offline setting but few studies explore whether the findings hold for increasingly important online settings. This paper extends the prior work to explore the antecedents of e‐satisfaction and the relations...

Explains how tangibility can be a useful concept for the services marketer, enabling a firm to identify its position relative to competition by measuring tangibility at various levels such as product class, brand, segment and thus develop specific strategies for improvement. Provides a scale,...