Full-text of this article is not available in this e-prints service. This article was originally published [following peer-review] in Journal of Marketing Practice: Applied Marketing Science, published by and copyright Emerald Group Publishing Ltd.

Full-text of this article is not available in this e-prints service. This article was originally published [following peer-review] in Management Decision, published by and copyright Emerald Group Publishing Ltd.

Seeks to revisit the theoretical basis for the concept of loyalty through a consideration of the state of “no loyalty”, which we term “disloyalty”. This category is present in the model proposed by Dick and Basu, but is seen to be of less interest than other categories. Here we argue...

Discusses waiting as a part of the service experience, and thus its influence on customer satisfaction. Explains how to distinguish satisfaction and its role in determining customers’ future attitudes. Examines how to manage the waiting experience via two case studies, and concludes that...

The management of the enhancement of the quality of service delivery is often primarily focused on minimising negative responses to product offerings, rather than maximising positive responses. To date there has been little debate on the negative aspects of quality. This paper reviews the...

Consumers in a wide range of contexts whether purchasing goods or services are increasingly using technology. The role of people in the delivery of services is diminishing as companies strive to lower costs and consumers become less inclined to wait or queue. Through a number of case studies,...