Discusses five common myths about perception, management and implementation of consumer satisfaction programs. Intends to debunk the more popular myths so that managers can avoid making classic service delivery mistakes. Integrates current research on customer satisfaction and consumer...

Discusses the importance of qualitative data from customers in customer satisfaction measurement programs. Presents results of a study which is based on customer comments, using airline flight attendants as the target customer population. Indicates that qualitative data can produce actionable...

Demonstrates that quantity of provider/customer interaction – specifically interaction intensity and information intensity – is associated both with satisfaction and repurchase intentions, by studying 224 high net worth buyers of two banking services. Lends additional support to the field of...

Examines the differences between consumers′ expectations and perceptions of service quality they received when shopping apparel specialty stores. Also takes into account consumer demographic characteristics. Utilizes SERVQUAL scale and methodology developed by Parasuraman et al ., (1991)....

Customer contact personnel (CCP) play a significant role in the success of any industrial or consumer service organization. A key task of CCP is to be attentive, respectful, empathic, and civil toward customers. Many service organizations, however, seemingly overlook this critical, yet...

Introduces a framework for conceptualizing consumers′ complaints about different service attributes. Depending on where different attributes are found in the complaint intensity outcome grid, different strategies are suggested. The strategies range from a very aggressive immediate‐focus...

Discusses many of the empirical studies relating to the effects of background music on a wide range of consumer behaviours and outlines the relevant features and limitations of these studies. Suggests that, while research has identified relationships between specific behaviours and specific...

Services marketing research has largely focussed on measuring service quality and satisfaction associated with the primary service itself, with little attention given to the effect of the physical surroundings of the service setting. Leisure services in particular, may be concerned with how...

Provides an outline for implementing a defensive marketing strategy. Advocates a procedure which combines aggregate complaint analysis and a quality function development tool known as the House of Quality. The combination of these procedures allows marketers to identify common customer...

Presents a model of service encounter satisfaction offering conceptual and pragmatic advantages over the dominant disconfirmation paradigm. Expectations are compared with performance, at three separate stages, which directly combine into one overall consumer service encounter judgment. Offers...