Purpose – This paper seeks to deal with an exploratory analysis of the impact of technological innovations on the extent of outreach of hospitality services to customers. Design/methodology/approach – After a review of several hospitality services, two factors were selected to assess their...

Investigates the interrelationships between the factors comprising the bank customer service quality construct through path analysis. Credibility is modelled as an outcome of the causal variables staff conduct, access to teller services and communication. Staff conduct emerges as the key...

Among the areas which need to be addressed in service quality research is the nature of consumer expectations across the range of intangibility. Previous research has compared consumers’ service quality expectations across services, but different groups of subjects were evaluated for each...

Examines the role of the mood state that one brings to a service encounter and its effect on behaviour. Provides a broad overview of both mood effect and service encounter literature to arrive at a set of propositions linking the two. Offers implications for services marketers and directions for...

The importance of improving customer retention has led to many changes in the services and retailing mix. Assesses the role that the contact person has on the customer’s willingness‐to‐buy. Two retailing districts in a small town are studied: the first, a downtown retail district made up...

Purpose – This study aims to present a taxonomic framework that categorizes hotel loyalty program members on the basis of involvement and a mix of behavioral outcome variables. Design/methodology/approach – The taxonomy is derived through mixture modeling from a sample of 1,395 loyalty...

Purpose The purpose of this paper is to detail a holistic practice based guiding framework for improving customer retention, which helps companies instil a customer service culture through encouraging them to concentrate on the three key areas of culture, continuous improvement (CI) and customer...

This paper develops a concise customer satisfaction survey instrument to help organizations measure satisfaction with their services. A seven‐stage process was used to develop the instrument. Following pilot studies, a preliminary instrument of 24 items was administered to consumers of a...

Challenges the traditional perspective of product services in the business marketing literature. An original classification system is proposed that isolates and compares two types of product services: services that support the supplier’s product (e.g. after‐sale services) and services that...

Customer service represents a significant opportunity for segmenting markets. This article reviews the importance of customer service and the conceptual issues associated with segmenting industrial markets on the basis of customer service. A methodology is presented which can be used by managers...