Purpose The paper aims to examine the nexus between perceived relational benefits and brand engagement within a restaurant setting in a developing economy context. Design/methodology/approach This paper used a survey research design, obtaining data via self-administered questionnaire from 500...

This study is a comparison of typical customer comment cards in comparison tothe QS-1000 survey computer. Each of these instruments can be used to gather data fromcustomers regarding their opinions on service. As compettion throughout the serviceindustry increases, the need for businesses to...

Traditionally, consumers who have been dissatisfied with service have typically complained to the frontline personnel or to a manager in either a direct (face-to-face, over the phone) manner, indirect by writing, or done nothing but told friends and family of the incident. More recently, the...