The aim of this quantitative study is to undertake empirical research investigating the nature and magnitude of the determinants of re-purchase intentions from the point of view of service performance and post purchase perceptions. A theoretical model linking service quality issues and...

Importance-performance analysis is utilised to compare the perceptions held by bank customers regarding selected service delivery technologies (SDTs) such as automated teller machines (ATMs), telephone banking and internet banking. Bank patrons in the United Kingdom and the United States are...

Importance-performance analysis is utilised to compare the perceptions held by bank customers regarding selected service delivery technologies (SDTs) such as automated teller machines (ATMs), telephone banking and internet banking. Bank patrons in the United Kingdom and the United States are...

Asian organic foods consumers’ behaviour is worth investigating to sustain the continuous growth of organic foods consumption. Hence, Fiona has the ambition to employ the innovation diffusion theory to profile and understand organic foods consumers in Hong Kong in her research proposal. The...

Both empowerment and the use of emergent technologies are ways to cope with increasing competition and customer demands on service industries. The relationship between empowerment, technology and behaviour at the service encounter is, however, sparsely documented. This article offers a...

Both empowerment and the use of emergent technologies are ways to cope with increasing competition and customer demands on service industries. The relationship between empowerment, technology and behaviour at the service encounter is, however, sparsely documented. This article offers a...

Der Bekleidungseinzelhandel beendete das Jahr 2004 erneut mit einem Umsatzrückgang, der zwischen 2 und 3% gelegen haben dürfte. Eine schwache Nachfrage nach Bekleidung, aber vor allem sinkende Durchschnittspreise führen zu dieser negativen Umsatzentwicklung, Im Schuheinzelhandel waren die...

The growth of service work has introduced the customer as a third party to the employment relationship. Yet dominant images of customer relations portray docile service workers offering de-personalized care to sometimes aggressive but otherwise not much more agential customers. This paper seeks...

Retail financial services in all markets, including emerging markets, are undergoing major transaction, driven by change, deregulation and customer sophistication. Customer service and specifically relationship management in particular, are crucial to attaining a sustainable competitive...