Purpose – Restaurant operators can process a greater number of customers and increase revenues by reducing service encounter duration during high demand periods. Actions taken to reduce duration may be experienced by customers as an increase in the pace of the service encounter. While...

Purpose – Customer feedback can help to identify problem areas and strengths, and generate ideas for service improvements. Most feedback is given to frontline employees directly rather than submitted through formal channels. UZnfortunately, employees tend to be reluctant to report such...

There is a growing interest in understanding how consumer preferences and choices vary with experience in a product/service category. Previous research provides support for a conceptual distinction between self‐assessed or subjective knowledge and objective knowledge. Yet relatively little is...

Despite its managerial importance, channel choice has received scant attention in scholarly research. To close that gap, this paper incorporated channel choice into Day and Landon's taxonomy of consumer responses to dissatisfaction. A study using a 4 (channel choice: two interactive channels of...

Purpose – This study aims to examine the role of environmentally induced stimulation in influencing impulse buying. In addition, the authors seek to investigate the impact of two social factors (perceived crowding and employee friendliness) on unplanned purchases. Design/methodology/approach...

Dedication -- Preface -- Introduction -- Understanding service products, consumers, and markets -- Creating and capturing value in the service economy -- Understanding service consumers -- Positioning services in competitive markets -- Applying the 4 PS of marketing to services -- Developing...