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)...

Relationship marketing is beneficial to firms because it can foster customer loyalty and re‐patronage behavior. Consumers engaged in relational exchanges are more satisfied than those in discrete transactions because of the ease and psychological comfort of purchasing from a familiar company....

Distinct difference between professional services and other types of service may increase customer reliance on social aspects of the relationship as a means to increase satisfaction with the service encounter. These services are characterized by one‐on‐one interactions involving repeated,...

The main aim of the paper is to study the causal relationship between two constructs, perceived quality and satisfaction, in the particular case of multiservice organisations. These organisations offer a range of services to their customers, so that evaluation of perceived overall quality and of...

This paper presents a two‐dimensional model of service process that is linked to customer encounter satisfaction and is modified by a customer’s perceptual filters, including brand image and customer mood. The first dimension is comprised of fixed (structural) descriptors, while the second...

The purpose of this article is to extend what is know about service quality in realm of the context of Internet retailing. As a result of content analyzing 1,078 consumer anecdotes of online shopping experiences, 14 service quality dimensions representing 42 items were identified. The unique...

Location has long been touted as an important competitive factor in retailing and services. However, since convenient, high‐traffic locations are costly, an examination of conditions under which locational convenience is more important and those in which it is less important is critical....

Local and regional entertainers typically perform without a star performer or national recognition. These performers are often an incidental backdrop for the festivities. Is audience satisfaction with the group more than a summation of the satisfaction with individual performers; do factors...

Using data from the Survey of Consumers, this study focuses on consumer’s resolution efforts with credit card problems and the likelihood of “exiting” – that is, discontinuing the use of a given credit card or of the financial institution associated with the card. Among all households...