Visitors to events attach great importance to the range of artists and their performances and the quality of their stay and services. To create a staging and, consequently, an emotionalization of the visitor, many action areas simultaneously take effect at an event. In this context, the customer...

Purpose – This paper finds the repurchase intentions of customers in a sharing economy via Airbnb and Uber, which are classic sharing-economy service businesses. Design/methodology – This paper analyzes sharing economy effects using variables in a structural equation model. Findings – We...

This paper documents the existence of the direct and indirect (via word-of-mouth) effects of service quality on new customer acquisition, usage and retention using behavioral data from the launch of a new video on demand type service. For this technology, service quality - the quality of the...

Objective – The number of hotels in both urban or in tourism areas has increased quite rapidly. The success and sustainability of hotel businesses is largely determined by their marketing strategy and the quality of services they provide to their customers. In choosing a hotel, customers...

This paper focuses on customers' perceptions regarding two key aspects in Maltese retail finance: service quality and internet banking. The importance of these topics is likely to keep on growing in the near future, as clients become more demanding and financially-literate. We use various...

This study attempts to identify the service and value factors that are given the highest importance by passengers travelling on domestic flights in Pakistan. A survey methodology involving personal interviews with 100 passengers was used on a convenience basis to gather the required information....

Objective - In modern society, technology has become an important part of our daily lives and the growth of the technology sector has grown exponentially. This rapid growth has seen the expansion of several industries, in particular, the mobile app industry. This study explores customer...

Objective - Banks are financial intermediaries which are vital to support the economy of a country. Banks can be interpreted as the financial institutions whose activities are collecting funds from the community, distributing the funds back to the community, and providing other banking services....

This paper reports the results of a survey of board members who participate in auditor appointments and audit firm partners and (senior) managers on attributes influencing clients' auditor choice decisions. We identify several “expectation gaps” between the importance that board members...