Purpose – The purpose of this paper is to explore the relationship between service quality, the service encounter and the retail experience within a changing UK retail environment. Design/methodology/approach – Data were gathered from 40 customers and 20 staff of an established UK health and...

Purpose – The purpose of t his study is to analyse the influence of three selected physical components of the urban environment – physical design, space layout and functionality, and store external appearance – on consumers' perceptions of service quality and behavioural intentions (desire...

Purpose – The purpose of this paper is to explore the qualities of a small town centre and how such centres can enhance their attractiveness. Design/methodology/approach – A convenience sampling procedure was used to administer a web survey to visitors of a small Swedish town....

Purpose – The purpose of this paper is to study the service-profit chain (SPC) on e-service quality dimensions, online customer value (CV) dimensions, e-satisfaction, and e-loyalty in an e-commerce context. Design/methodology/approach – A total of 2,813 internet customers filled in an online...

Purpose The purpose of this paper is to investigate the significance of value co-creation to the UK animal healthcare sector from the perspective of the key industry stakeholders: clients, veterinarians and paraprofessionals. Design/methodology/approach Value co-creation constructs in the sector...

Purpose – Traditional retailers still insist on using price, product, and promotion as sources of competitive advantage. This emphasis typically ignores the potential of in‐store logistics operations in the creation of customer value. A major objective of retail customers is to navigate the...

Purpose – The purpose of this paper is to introduce a comprehensive framework incorporating service roles (customer vs employee) and outcomes (failure vs success) as moderators in the process by which perceived cultural distance (PCD) affects customers and employees in intercultural service...

Purpose – The purpose of this paper is to set out to explore how cancer patients and their carers perceive and evaluate the healthcare experience in order to develop and validate a classification framework for experience quality in healthcare. Design/methodology/approach – The empirical work...

Purpose The purpose of this paper is to generate awareness of contributions made by benchmarking toward building performance of Indian service industries in globally market. Ranking of Benchmarking is done on the basis of their application which give confidence for the managers to adopt in their...

By almost every measure manufacturing quality has improved tremendously in the past decade; unfortunately, the same is not true for service. Yet, manufacturing processes represent less than 5 per cent of all business processes. Clearly, the opportunity area for the twenty‐first century is in the...