Discusses the growing problem of poor customer service due to the unskilled personnel that are employed. Provides anecdotal evidence of service encounters where the experiences of the customers were unsatisfactory. Expresses the concern that the orientation has shifted from the customer to the...

Purpose This paper aims to review and discuss customer satisfaction and its application to the hospitality and tourism industries. This paper defines the concept and analyzes its importance to services in general and to hospitality/tourism services in particular. This paper is a revision and...

Using a national random telephone survey of 542 shoppers, examines the relationship between service quality, customer satisfaction, and store loyalty within the retail department store context. Tests two complementary models that examine this interrelationship. Empirically examines the relative...

Examines the effects of service quality on customer satisfaction from two distinct methodological perspectives. Specifically, a study utilizing a sample of international private banking customers is conducted wherein service quality is operationalized via two distinct and well‐known measures...

Although the verbal components of service encounters have been investigated, the nonverbal aspects of employee‐customer interactions have remained virtually unexplored in the marketing literature. Thus, the purpose of this paper is to explore the importance of service employees’ nonverbal...

Brief discussion on the importance of quality as a control in the marketplace. Compares the measurement of quality by service providers with the high levels of quality achieved by manufacturers. Questions whether service providers adequately measure the quality of their services. The future...

This study investigated the viability of using a Pan‐European approach for professional service offerings in Europe by first establishing measurement equivalence and then exploring the influence of culture on service quality and customer satisfaction. Utilizing scenarios involving a dental...

The publication of the first results of the SERVQUAL instrument provoked a debate on how best to measure service quality. With more than a decade since the publication of those results many researchers have attempted to demonstrate the efficacy, or not, of the SERVQUAL instrument, or to develop...

Owing to the customer‐oriented service endeavours, firms, either private or public, need to improve service offerings by determining the demands of their target groups. Exploring the current ratings of customer expectations and customer perceptions on specific service attributes provides a...

Purpose – The purpose of this editorial is to introduce the reader to six articles related to consumer behavior in tourism destinations. Design/methodology/approach – The paper introduces the papers in this special issue. Findings – Tourists are part of the tourism production process. They...