Purpose – The purpose of this study is to build a retail‐banking specific quality scale and, through its examination and comparison with the SERVQUAL and BSQ metrics that are currently used in banking, to deepen understanding of quality determinants in the industry. Furthermore, the study is...

Purpose: The purpose of this paper is to examine the effects of tourists’ perceptions of political and economic instability and risks of terrorism on their intentions to travel to countries associated with various risks. Design/methodology/approach: A total of 648 Greek, Israeli and...

Purpose: In this paper, the authors assess the responsiveness of OOP healthcare expenditure to macro-fiscal factors, as well as to tax-based, SHI, mixed systems and voluntary PHI financing. Although the relationship between OOP expenditure, macroeconomy, aggregate public and PHI financing is...

Purpose – The purpose of this study is to demonstrate the potential of importance‐performance (IP) analysis as a decision‐making tool for service management, employing IP analysis to assess the performance of Greek insurance in delivering quality services. Design/methodology/approach –...

Purpose – The purpose of this paper is to better predict customers’ behavioral intentions (BI) by developing and empirically testing an integrative conceptual framework that allows us to investigate the mediating role of corporate image (CI) and switching barriers (SB) in the...