Purpose – This paper aims to examine the impact of service encounter quality within a service evaluation model. The conceptual model seeks to incorporate the following constructs: service encounter quality, service quality, customer satisfaction, perceived value, loyalty to the firm and...

The authors note how the lack of proper support services impedes the adoption process for capital goods characterized as installations. Unstructured interviews were conducted with key managers, technical personnel, and boundary role individuals. In particular, service support factors between...

Purpose – This study investigated perceptions useful for pricing decisions. Buyers observing premium prices may believe that “you get what you pay for,” but do buyers seeing low prices believe that “you do not get what you do not pay for”? This research tested the idea that these two...

Purpose – The purpose of this paper is to develop and empirically test the conditions that describe adjustment velocities to reach equilibrium under Cournot's duopoly model. Design/methodology/approach – The paper uses a vector error correction (VEC) framework as the basis for determining...

Purpose – To examine the impact of culture on customer service expectations, specifically, how individualists and collectivists use internal and external sources of information to formulate their service expectations. Design/methodology/approach – The context was the airline industry and the...

Purpose – To evaluate the cross‐regional equivalence of repair service quality for mission‐critical equipment. Design/methodology/approach – Using the five dimensions of SERVPERF as a framework, clinical laboratory directors across Europe and the USA were surveyed about repair service...

Considers the dynamical effect of lateral emergency transhipments within a supply chain. It tests various different strategies for improving customer service via the MIT Beer Game. Four distinct strategies are considered. “Electronic point of sales (EPOS)”, where marketplace information is...

Effective inventory management is critical to retailing success. Surprisingly, there is little published empirical research examining relationships between retail inventory, sales and customer service. Based on a survey of 101 chain store units, this paper develops and tests a series of...

Purpose – This work seeks to examine how front‐line employee performance and interdepartmental customer orientation affect the service, supply chain, and financial performance of US distribution centers. Design/methodology/approach – The authors approached this subject by utilizing works...