Purpose – This paper aims to uncover service worker behaviours and service setting facets contributing to satisfaction …/dissatisfaction during critical service encounters in the context of interpersonal services in elaborate servicescape from consumers … service encounters were investigated. Actual service experience, with any one of the eight prominent interpersonal services …

This paper reviews research findings from 149 managers who work in 22 different US manufacturing and service …

The growing importance of the service sector in almost every economy in the world has created a significant amount of … interest in service operations. In practice, many service sectors have sought and made use of various enhancement programs to … improve their operations and performance in an attempt to hold competitive success. As most researchers recognize, service …

structures for performing similar tasks to those of the service provider, showing some kind of independence from the supplier …