Deals with three issues in the area of perceived service quality. First, it compares the gap model with the performance model. Second, it investigates the direction of causality between service quality and satisfaction. Finally, it examines whether the influences of some dimensions of service...

The service sector has assumed greater economic importance over the past decade. The latest statistics show that the sector accounts for 60 per cent of the value added in the European Economic Community (EEC). It is estimated that “doing things wrong” typically accounts for between 30 and 40...

Purpose – The purpose of this paper is to review the nature of, and rationale for, user expectations in the digital library setting, and ways in which they may best be met and/or managed. Design/methodology/approach – An analysis of the literature, focusing on empirical studies, and bringing...

Purpose – It is widely accepted that the use of information and communication technology (ICT) in the healthcare sector offers great potential for improving the quality of services provided, the efficiency and effectiveness of personnel, and also reducing organizational expenses. This paper...

The pub owning companies are placing a large and increasing emphasis on customer satisfaction, and are regularly modifying their training programmes to emphasise this requirement. All employees must be aware of their duty in this area. The independent sector is less well‐trained, and may place...

Purpose – The purpose of this study is to reflect on Bowen and Chen’s study and provide insight for researchers to help them build loyalty models that will fit the consumer behavior of Millennials and managers as they build customer loyalty with Millennials. In 2001, Bowen and Chen developed...

Purpose – The purpose of this paper is to provide a broad overview of the growing literature on the relationship between online consumer reviews and sales, with implications on firm actions such as pricing. Design/methodology/approach – This paper takes the form of a literature review....