Purpose – The purpose of this paper is to investigate a model of management commitment to service quality (MCSQ) and service recovery performance in the context of public and private hospitals in New Zealand. Design/methodology/approach – In a cross‐sectional survey grounded in Bagozzi's...

Purpose – The purpose of this paper is to examine the relationships among three dimensions of service quality that influence overall internet banking service quality and its subsequent effect on customer satisfaction in a New Zealand banking context. Design/methodology/approach – Internet...

Purpose – This study aims to extend previous research on the relationship between role stressors and symptoms of burnout by examining the influence of job resourcefulness as a situational personality trait in the burnout process, and its impact on service recovery performance. Using data from...

The study reported in this article investigates whether or not consumers from Turkey and New Zealand attach similar levels of importance to various information sources in their purchase decisions and whether they are similar (dissimilar) in their opinions on advertisement in various media....