Purpose – Through means of an empirical study of service recovery in US retail banking this paper aims to examine the link between satisfaction and various recovery strategies. Design/methodology/approach – A total of 310 bank customers responded to a survey addressing customer demographics,...

Purpose – One of the fastest growing service industries is long‐term care. Identifying the best performers in the industry in terms of service productivity is difficult because there is no single summary measure of outcomes, particularly quality outcomes. The purpose of the paper is to show...

ABSTRACTThis study is an in-depth empirical investigation that seeks to compare consumer expectations to perceptions in the delivery of service within community banks in the southern United States. It has as its aim to develop a useful instrument to evaluate service quality by comparing consumer...