The success ful management of frontli ne staff is important for service organisations as customers often make evaluative judgements of the service encounter through interactions with these staff. The behaviour and attitude of these frontline staff therefore play a fundamental part in this...

This paper examines the impact of service orientation (SO) on relationship quality, and its consequences for consumer behaviour in the travel industry. Specifically consumers' positive behavioural intentions, perceptions of switching costs, and consumer activism are examined as consequences of...

This paper examines the effect of service orientation on a metaconstruct of relationship quality comprising of three dimensions; satisfac tion, trust and commitment, within the travel industry. The impact of these three dimensions on consumer behaviour is also explored, specifically consumer...

Self-service technology (SS1J enables consumers to complete services themselves using a technological interface. Studies of consumer satisfaction and commitment have typically focused on the impact of interpersonal interactions on consumer satisfaction and commitment; however, the impact of SST...

This paper examines relationship quality as a multidimensional metaconstruct comprising three dimensions; satisfaction, trust and commitment. The role of relationship quality in its nomological network with service orientation as an antecedent construct and consumers? positive behavioural...

This article extends the debate regarding the relationship between strategic planning and performance. It addresses criticism of previous empirical studies that have largely investigated direct and bi-variate relationships , producing equivocal results. The current study investigates the...