States that providing quality customer service is increasingly regarded as an important basis for establishing and maintaining solid and long‐term relationships between manufacturers and distributors in marketing channels. Discusses the results of a research project which was undertaken to...

In recent research on service quality it has been argued that the relationship between perceived service quality and service loyalty is an issue which requires conceptual and empirical elaboration through replication and extension of current knowledge. Focuses on the refinement of a scale for...

It is commonly acknowledged that service quality can be measured by using attribute‐based and incident‐based measurements. Both methods are distinct in nature, but can be used complementarily. However, in the literature a simultaneous empirical investigation of the power of critical...