The purpose of this study is twofold: 1. examine the relationship between service quality dimensions and customer satisfaction with bank territorial units; 2. establish which quality measure method out of the four considered in this study should be applied in order to better determine the areas...

When the known properties of the dynamics of nonlinear systems are reviewed in the context of urban and regional modelling, it is argued that this provides an important new perspective for planners—analogous to the role of DNA in biology. As a preliminary, it is shown that effective modelling...

Objectives Recent studies suggest an ambiguous relationship between obesity and cigarette taxes. We employ Canadian data to evaluate the effects of cigarette taxes on smoking and obesity.Methods We use a simple reduced form approach and exploit the significant cross-province differences that...

This paper presents a model to generate dynamic patterns of maritime piracy. Model details, outputs and calibration are illustrated. The model presented here is a tool to estimate the number of pirates and their area of action. The Gulf of Aden is considered as a case study, and data on pirate...

Purpose – The purpose of this paper is to explore the antecedents and consequences of the implementation of different customer feedback mechanisms with regard to their contribution to organisational learning that leads to service improvement. Design/methodology/approach – A critical case...

Purpose – This study seeks to focus on front‐line service employees and their views of internal branding and the extent to which personal and job‐specific factors impact on the success of internal branding in the reinforcement of brand identification and brand loyalty among service...

The behaviour and attitudes of staff are a key input to a service organization’s identity. However, the quality and effectiveness of service delivery personnel in the retail banking sector varies significantly from branch to branch. The norms, values and behaviour that make up the corporate...

Purpose – The purpose of this paper is to understand the internal branding process from the employees' perspective; it will empirically assess the relationship between internal branding and employees' delivery of the brand promise as well as the relationships among their brand identification,...