The purpose of this paper is to explore the application of the SERVQUAL approach to assess the quality of service of Strathclyde Police in Scotland. Measuring service quality in public services is fraught with difficulty especially in public services where customers are vulnerable citizens whose...

Research has supported the addition of ethical obligation and self-identity to models of consumer decision-making in 'ethical' contexts. The particular placement of ethical obligation and self-identity within a model of ethical consumer decision-making remains unclear. Are these measures an...

This paper provides an overview of the application of SERVQUAL reflecting the theoretical criticisms concerning disconfirmation model, process orientation, role of expectations and portability. The original SERVQUAL framework was found to be inappropriate for services that had no close analogue...

Whilst the majority of consumer research into the concepts of culture and identity has been conducted in Western/developed contexts, this study has used Iran as a developing non-Western country for further investigation into consumer behaviour research. Positioned in Consumer Culture Theory...

This paper presents an exploratory study of the consumption practices of UK-based young Iranians. Based on a series of in-depth interviews and participatory observation we provide an insight into the identity-constituting meanings associated with consumption practices. We illustrate how...

Following criticism of customer satisfaction measurement in the literature, this paper reports on a programme of research aimed at assessing corporate attitudes towards customer satisfaction measurement. The findings are based on a survey undertaken with marketing managers in 86 large (more than...

The actions of employees such as service personnel are seen as being important in communicating a company's corporate values and goals, particularly where they interact directly with customers and other corporate audiences. Their beliefs, norms and values derived from the organisational culture...

This article presents the results of a study on the evaluation criteria that companies use at several gates in the NPD process. The findings from 166 managers suggest that companies use different criteria at different NPD evaluation gates. While such criteria as technical feasibility, intuition...

This paper acknowledges the importance young people play in the eyes of marketing practitioners. It seeks to establish how practitioners perceive and develop communication strategies targeting young people. In depth interviews were carried out with senior managers in four types of marketing...

This study explores the e-brand building and communication strategies of a small sample of UK-based internet companies, including a few with significant international brand profiles. It contributes by providing rare empirical insights into the e-branding phenomenon, which complement the extant,...