Purpose – The purpose of this study is to examine consumer perceptions of their shopping experience in a retail environment. Design/methodology/approach – Based on the literature, a model of relationship strength is developed and empirically tested with a sample of consumers in a chain...

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...

Purpose – The purpose of this paper is to build a tested model and framework for describing the structure and factors influencing customer satisfaction in the construction industry. Design/methodology/approach – The paper introduces a structural equation model illustrating the...

Purpose – The purpose of this paper is to interview Bob Livingston, formerly head of sales at Unilever's The Lipton Company, and the founder and CEO of REL Communications, a consulting firm that moderates the Client Service Advisory boards. Design/methodology/approach – This briefing is...

Purpose – The purpose of this paper is to apply customer lifetime value models to assess the overall value of the service encounter and to establish implications that such an assessment has for managing customer relationships under a fixed‐size salesforce. Design/methodology/approach –...

Purpose – The purpose of this paper is to ascertain the most relevant quality factors and communication activities that are suitable as competitive levers in dentistry. Design/methodology/approach – The research is based on a model that highlights the reciprocal influence between patient...