About the Guest Editor Jay Kandampully is an Associate Professor inservices management, UQ Business School, The University of Queensland,Ipswich, Australia, and a visiting Professor at the REIMS ManagementSchool, France. Jay also serves as the Editor of the international journal,Managing Service...

Among the areas which need to be addressed in service quality research is the nature of consumer expectations across the range of intangibility. Previous research has compared consumers’ service quality expectations across services, but different groups of subjects were evaluated for each...

Even though service marketers are interested in influencing customer choice at the service provider level (i.e. the service brand level), the decision to patronize a particular service firm seldom occurs until after the customer decides to use a service provider in the first place. Ultimately,...

Highlights the role of consumer education in enhancing the capacity of mature consumers to navigate the increasingly complex marketplace. Consumer education programs can provide significant benefits, including identification of market information, complaint and consumer redress procedures, and...

This study focuses on the potential difficulties in implementing a relationship marketing strategy within a retail context. We suggest that a number of attributes characterise the nature of the service and market structure are influential in an organisation’s ability to implement relationship...

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...

As conceptualizations of expectations in consumer evaluations continue to evolve, researchers have been exploring multiple levels of expectations in satisfaction and service quality evaluations. In 1993 Zeithaml, Berry and Parasuraman proposed that consumers use both desired and adequate...

As organizations are striving to increase customer loyalty through relationship marketing programs, more firms are implementing customer penalty policies that impose fees or charges (e.g. airline reticketing fees) on customers that fail to comply with purchase agreements. While penalties are...

Studies reputation for service quality as a potential moderator of the relationship between a service guarantee and its impact on consumer perceptions of service quality, risk and purchase intent. A before‐after experimental design, set in the hotel industry, was employed to explore the...

Failure to consistently deliver promises is a likely outcome for high contact services. While many organizations create blueprints to recover from service failures, these tend to focus on production processes rather than the individual needs of customers. Develops a framework based on equity,...