Developing approaches for understanding customer perceived value is a priorityfor managers and scholars alike. A conceptual framework for assessment of value-in-use is proposed and explored within the context of a maintenance serviceprovider. In contrast to value models in previous empirical...

Doctor of Philosophy

The developments of retailer venture in Indonesia, particularly in Medan city has been growing recently. These were indicated by more and more investors who are running business in the same retailer field, no matter small scale or big scale business venture. Medan city retailer ventures have...

Since the revolution of the finance and banking industry in Thailand in 2007, the implementation of good banking services has become extremely important to many banks in Thailand. The current study, therefore, intended to determine set of service quality and value dimensions that were vital...

?Since the revolution of the finance and banking industry in Thailand in 2007, the implementation of good banking services has become extremely important to many banks in Thailand. The current study, therefore, intended to determine set of service quality and value dimensions that were vital...

The ability to attract and retain customers through providing excellent service quality is a necessity for any business in every field. However, before a firm can expect to consistently provide high quality service, it must first know how to measure and identify areas of needed improvement....

Hotel management is characterised by a fast pace, diversity of tasks and people, with a specific focus on service quality delivery. (Eddystone & Nebel 1991). Major contributors in the effort to provide quality service to hotel customers are the managers and supervisors of hotels. These middle...

ABSTRACT Purpose This study aims to develop and test a service-based demographic framework for studying service quality perceptions. Specifically, the effect of level of service contact and key demographic variables of age, gender and income on service quality perceptions is...

Purpose – The purpose of this article is to identify the key factors that impede service quality delivery in the context of luxury hotels (four- and five-star properties) in Sydney, Australia. Design/methodology/approach – The empirical dataset for this qualitative study was collected...

Physical distribution services are becoming increasingly important as supply chains strive to become more efficient in the logistical flow of goods to industrial customers. Performance of these services, however, takes place during encounters that customers have with various interfacing...