The impact of the service experience on consumers' feelings, satisfaction and service brand attitudes are of vital importance to service marketers. In an attempt to understand how consumers evaluate service performances this study seeks to explore the dimensions of the service brand that...

Customer satisfaction is an important issue for marketing managers, particularly those in services industries. However, it appears that achieving customer satisfaction is often the end goal, as evidenced by the emphasis on customer satisfaction surveys. This paper proposes that this focus is due...

This study examines specific dimensions of the performance‐only measurement of service quality (SERVPERF) as determinants of consumer satisfaction and subsequent behavioral intentions associated with banking services in mainland China. Empirical support for the predictive ability of...

Purpose – Aims to examine the services and facilities provided by public parks revealing that the attributes corresponding to performance of service delivery involve the interaction between non‐human aspects of physical environment and emotional experience of users which differ from common...

Purpose – The research seeks to extend the notions of utilitarian and hedonic value to account for outcomes of consumer service encounters. Design/methodology/approach – The research question is examined using a sample of Korean restaurant consumers who used a structured questionnaire to...

Purpose – Aims to investigate the structural relationships between out‐patient satisfaction and service quality dimensions under a South Korea health care system where patients have substantial freedom in choosing their medical service providers and to further study the causal relationship...

Purpose – Previous research has explored the impact of customer participation in organizational‐sponsored loyalty programs on customer loyalty; however, the findings are mixed. Other research, outside the loyalty program literature, reveals that customers who socially interact with other...

Purpose – The paper proposes introducing a new antecedent to service recovery – that is customers' choice over some components of the service delivery process. The authors also examined the interactive effects of tangible compensation and apology on perceived fairness in a context of...

Purpose – The purpose of this study is to develop and refine the theoretical framework underpinning consumer satisfaction emotions and re‐examine the emotions/behavioral intentions link. Design/methodology/approach – A quantitative research design was adopted for this study. An extensive...

Purpose – This study seeks to examine whether higher emotional intelligence displayed by service providers leads to greater customer satisfaction. Design/methodology/approach – A community sample of 150 participants viewed video clips depicting a service provider displaying three different...