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...

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...

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...

This paper builds the framework for linking the established work of competitive advantage with the emerging discipline of value marketing. The outcome of this linkage is the concept of strategic value management. Strategic value management focuses on the right combinations of product quality,...