Purpose The purpose of this commentary is to explain that it is not useful to unnecessarily complicate a model. Striving for realism for its own sake does not advance understanding; however, making sure that a model provides valid insights is a useful goal. Design/methodology/approach The...

Purpose – Business and academia alike have become aware of the crucial role of customer‐to‐customer interactions. Facilitated by the increasing customer connectedness through online media possibilities, companies need to understand how customers influence each other and how to manage these...

Video dial tone (VDT) is the name for a revolution in wide‐area interactive multimedia communication. Technical advances in telecommunications and recent judicial rulings make possible a wide variety of two‐way video‐based information services available anytime, anywhere. These new...

In this book leading scholars and practitioners present the latest research and theory in customer satisfaction and services marketing with a wealth of stimulating ideas. Topics discussed include: the measurement of the managerial impact on service quality improvement; new methods of assessing...