pt. I. Overview of consumer behaviour -- pt. II. Service quality vis--vis consumer behaviour -- pt. III. Customer satisfaction perspective -- pt. IV. Consumer loyalty outlook -- pt. V. E-consumer behaviour -- pt. VI. Emerging dimensions of consumer behaviour.

COVID-19 Impact and Recovery on Tourism in Africa: An Introduction and Background -- The Impact of COVID-19 on University Students Studying Hospitality Management in South Africa -- Exploring the Impact of COVID-19 on Tourism in East African Countries -- The Impact of COVID-19 on Quarantine...

Grundlagen und Strategien der Service Excellence -- Service Excellence -- Insights into Service Excellence -- Competing in the Future: How Can Firms Nurture Service Superiority -- Integrierte Kundenorientierung als Treiber der Service Excellence -- Werteorientierungen von BWL-Hochschullehrern...

Discussing the latest research and theory in customer satisfaction and services marketing, the topics include: the measurement of the managerial impact on service quality improvement; new methods of assessing the various elements of service quality; and philosophies of the nature of customer value