The research literature on service quality has indeed swelled enormously over the past few years with numerous researchers administering various models across the world. Nevertheless, the SERVQUAL instrument forms the basis on which all other works have been actualized. Interestingly, the...

Trust is a key factor in the establishment of long‐term relationships between service representatives and their customers. Prior research has documented that both “person‐related” (e.g. empathy, politeness and customer/service representative similarity) and “offer‐related”...

This study extends the Mehrabian‐Russell environmental psychology model to include both emotional states and cognitive processing as mediators of the music‐intended behavior relationship. Our model specifically suggests that music affects customers’ perceptions of service quality and...

Service quality has attracted considerable attention within the service marketing literature, but despite this, high profile consumer education has not been considered a valuable strategy. Argues that consumer education is a powerful quality strategy in a variety of service contexts and that it...

The unidirectional measurement and evaluation of the service quality in a specific service encounter is not enough to understand the existing service quality between two actors in a dyadic service encounter. Furthermore, a bi‐directional approach may not always be sufficient to understand the...

This exploratory study was designed to determine whether the retail service quality scale could be validated in a discount retail setting in the USA and Korea. Two convenience samples of US and Korean college students provided the data for the study. A multisample analysis supported that the...

Total customer satisfaction is one of the most important strategic weapons of best‐practice hotel organizations. However, hotel organizations cannot achieve total customer satisfaction without gaining the knowledge of a hotel’s competitive position in the changing marketplace and realizing...

This paper seeks to investigate the conceptualisation and measurement of the service quality construct and its relationship to behavioural intention through an application of the importance‐performance technique within the Australian wine tourism industry. Many winery operators invite...

The relationship between service quality and customer satisfaction has received considerable academic attention in the past few years. But the nature of the exact relationship between service quality and customer satisfaction (especially in the way the two constructs have been operationalized)...

A critical issue in the effective development and promotion of services is the identification of which service components are most closely related to attitude toward the service provider and repeat purchase behavior. The present study disaggregates a service (passenger rail transportation) into...