Purpose – Research has shown that more than half of attempted recovery efforts only reinforce dissatisfaction, producing a “double deviation” effect. Surprisingly, these double deviation effects have received little attention in service marketing literature. To fill this gap, this paper...

Purpose – The current work aims to analyze the complementary effects of relationship and service‐quality orientations on market and economic performance and their mediating role in the relationship between market orientation and performance. Design/methodology/approach – In order to test...

Purpose – The purpose of this paper is to examine the differential influence of three drivers of loyalty on the dimensions of loyalty. The three drivers are stake, satisfaction, and the value of switching service providers. The dimensions of loyalty are behavioral response, commitment to the...

Purpose – This paper aims to employ the concept of service personal values to predict customer satisfaction and loyalty towards banking services. It also aims to validate the three components of service personal values when being conceptualized as a high‐order construct....

Purpose – This paper seeks to investigate Irish hoteliers' customer service requirements of their food suppliers and to measure the trade‐offs that hotel buyers are willing to make during the purchase decision. Design/methodology/approach – The study is based on a quota sample of 100...

Purpose – This paper aims to explore managers' perceptions of labour productivity within a sample of de luxe hotels located in Switzerland. Design/methodology/approach – The exploratory, qualitative fieldwork outlines managers' perceptions of labour productivity. It describes the views of a...

Purpose – This study aims to determine similarities and differences in business travellers' expectations and managers' perceptions of the service provided by guest houses. Design/methodology/approach – Two questionnaires with seven‐point Likert scales were used to measure travellers'...

Purpose – The purpose of this paper is to provide experimental evidence supporting the view that internal service quality has a direct effect on external service quality. Design/methodology/approach – The study focuses on the restaurant industry in Greece. Waiters are considered as internal...

Purpose – There is increasing discussion of the way in which quality of experience and brand equity are developed in the hotel industry. This study aims to review the hospitality and brand equity literature, thereby providing a conceptual framework for understanding hotel brand equity....