Purpose – As service organizations continue to expand internationally, the need to be able to understand consumers in faraway places is increasing. Marketing research is a key mechanism through which service companies understand their current as well as potential customers. As service...

Purpose – This study seeks to investigate, through the development of an operationalized service quality construct in the context of a service factory, whether the typology to which a service belongs may explain the nature of the service quality (SQ) construct and its relationship to customer...

Purpose – The purpose of this paper is to advance a new conceptualization of the service encounter that highlights the role of outcome valence as a key antecedent of customer satisfaction. Design/methodology/approach – This study develops and tests a conceptual model using structural...

Purpose – The primary objective of this study is to investigate the effects of service recovery on customer satisfaction. Specifically, it examines the perception of “justice” in service recovery and how it affects the level of satisfaction and behavioral outcomes. In addition, the study...

Purpose – This study of professional accounting firm clients identifies a set of common expectations, examines the opportunities to exceed expectations, and considers the potential of exceeding expectations and “delighting” clients. Design/methodology/approach – Using a subsample of...

Purpose – Despite retailers' growing use of lowest‐price refund policies, little is understood about how consumer satisfaction is influenced by them. This paper examines the potential role of market price volatility and store image on consumers' satisfaction of stores offering a...

Purpose – To determine the impact of service recovery on consumer evaluations of service delivery. Design/methodology/approach – An experiment investigated consumer responses to three dimensions of perceived fairness of recovery efforts: redress, responsiveness, and empathy/courtesy....

Purpose – As an alternative explanation of incongruent findings in the literature, the purpose of the present study is to introduce the concept of hedonic versus utilitarian service context as a moderating variable in the relationship between the affect (pleasure and arousal) and perceived...