A key question is whether the instruments developed for consumer services can accurately gauge the service quality perceptions of organisational customers. Reports psychometric testing of the SERVQUAL as a measure of service quality in ocean freight services. Based on a survey of a...

The importance of improving customer retention has led to many changes in the services and retailing mix. Assesses the role that the contact person has on the customer’s willingness‐to‐buy. Two retailing districts in a small town are studied: the first, a downtown retail district made up...

A study was conducted examining the relationship between perceived work stressors and job performance in a customer contact position. Workers served as technical liaison between clients and company engineers and were evaluated in terms of how efficiently communication networks were installed and...

Service customers perceive quality in the moment of interaction with the service provider. In times of globalization, it is important for a growing number of service companies to ask if the perceived service encounter quality differs among customers from different cultures. Particularly needed...

This study was developed to shed some light on the role of culture and purchase motivation in influencing consumers’ evaluations of services. More specifically, the goal was to contrast Asian and Western travelers’ perceptions of brief, routine‐type service encounters in a hotel context....

Draws on the extant literature in the areas of services marketing, sport tourism and service quality to present a range of concepts and models that have utility in heightening management’s appreciation of the complexities of achieving service quality in a sport‐tourism context. Emphasis is...

Explores the segmentation by service marketers of the consumer market on the basis of service quality expectations. Measures consumer expectations and various quality dimensions for three commonly purchased professional and three non‐professional services. Evaluates the effect of various...

Proposes that service quality can be improved by focusing on customer problems. Describes a problem‐centred research program used to establish the types and pervasiveness of customer problems and to evaluate the effect of each on customer satisfaction. Makes it possible to identifycritical...

Suggests that an understanding of the difference between friendliness and courtesy can help providers to meet customer expectations and improve perceptions of service quality in a variety of service situations. Focuses on the issue of first‐name usage as a gesture of friendliness which is open...

Discusses the issue of service excellence. Presents a five‐step plan for achieving service excellence. Notes that these steps can also lead to bottom‐line rewards. Summarizes that the keys to a good long‐lasting customer satisfaction programme are listening regularly, training employees to...