Purpose – Are there cases or contexts where certain groups of customers who are expected to place a considerable emphasis and importance on the tangible qualities of services end up attributing a greater weight to the intangible qualities? This paper attempts to exemplify the existence of such...

Purpose – The objective of this paper is to describe a conceptual framework that addresses the interactive interface of service quality in service encounters. Design/methodology/approach – A conceptual framework is described and discussed in relation to previous research efforts in the...

Purpose – The purpose of this study is: to examine the travel web sites quality dimensions that ultimately influence customers' satisfaction; and to conduct content analyses on the five prominent travel web sites. Design/methodology/approach – A content analysis was conducted on the six...

Purpose – The purpose of this paper is to develop a multiple item scale for measuring internet banking service quality. Design/methodology/approach – This research adopts the dimensions of electronic service quality (e‐service quality) and customer‐perceived service quality to develop a...

Purpose – The aim of this paper is to investigate the relationship between: two extreme points of discrete types of emotions (“joy” and “frustration”); two types of managerial practices (“reward” and “empowerment”); and employee‐perceived service quality....

Purpose – The purpose of this paper is to extend current discussions of value creation and propose a customer dominant value perspective. The point of origin in a customer‐dominant marketing logic (C‐D logic) is the customer, rather than the service provider, interaction or the system. The...

Purpose – The purpose of this paper is to study the influence of the trilogy of emotion – cognition, affection, and conation – on future purchase intentions in consumers of products of high involvement. Design/methodology/approach – The author employed two studies on two different...