Purpose – This study aims to identify the dimensions recognised by customers when assessing quality in the automotive repair industry. It further examines potential variations in customers' perceptions of service quality based on their purchase behaviour designating different loyalty patterns....

Purpose Given the polyphony around service orientation related constructs coming from both Marketing and Organizational Behavior researchers, the first purpose of this paper is to delineate the construct of service orientation, and second, recognizing the focal role of employees for offering...