Service organizations try to control the service behavior of employees using formal guidelines, training and instructions. However, the specific actions that are performed during the service encounters are predominantly under the discretion of the individual frontline employee. Therefore, the...

Service is an intangible product and even does not exist when it is bought. This work aims to improve the understanding of the importance of service orientation and its development within a company. Studies show ‘that companies offering superior service achieve higher than normal market share...

Service quality has been a topic of extensive inquiry for decades that has emerged in form of self-service which has profound effects on the way customers interact with firms to create positive service outcomes i.e., customer convenience, security, and behavioral intentions. This study focuses...

The Institute of Business Sciences of the University of Miskolc carried out a survey of management consulting firms and enterprises in 2001, 2005-2006 (Szadai, 2007), 2011-2012 (Tokár-Szadai, 2014), and 2015-16 in North-eastern Hungary. The goal of our surveys was to determine the status...

The objective of this study is to examine the structural relationships between service quality, economic and switching costs, loyalty and word-of-mouth intentions. For this aim, we proposed a conceptual model based on literature review and proposed hypothesis according to this model. In order to...

This paper examines customer satisfaction in Islamic banks in Qatar in comparison with their conventional counterpart. It is an attempt to investigate whether Islamic banks have overcome the obstacle of being relatively new; whether they have started providing satisfying services to their...