Purpose – The purpose of this paper is to explore conceptually and examine empirically the impact of market competitiveness on employee satisfaction, service quality, and customer satisfaction in high‐contact service industries. Design/methodology/approach – An empirical study was...

Attempts to introduce a quality measurement scheme (QMS) that is able to assess the immediate feedback of customers globally in real time, followed by a data mining process, which is an interactive process that involves assembling the data into a format conducive to producing a...

Purpose – The purpose of this paper is to examine empirically the dimension of personal touch and its elements of individual attention, helpfulness, courtesy, and promptness as determinants of customer satisfaction for passenger airlines. Design/methodology/approach – Survey data from 437...