The study is aimed to explore the gap between the level of expectation in service quality and service perception and its influence on customer satisfaction of Toyota customers in India. A 25-item questionnaire was used to collect primary data from 1721 customers of selected states. Data was...

There is an intrinsic link between the success of service firms and the availability of appropriate labor resources, making employee attraction and retention a critical concern for service organizations. Effects of recruitment efforts are influenced by applicants' subjective person-environment...