Purpose – Research on the relationship between customer satisfaction and customer loyalty has advanced to a stage that requires a more thorough examination of moderator variables. Limited research shows how moderators influence the relationship between customer satisfaction and customer...

Purpose – The purpose of this paper is to focus on establishing individuals' levels of loyalty and what sustains and develops their customer loyalty. This paper recognises the importance customer loyalty has for many competitive organisations and industries. However there has been less focus...

Purpose – This study aims to investigate interrelationships among perceived service fairness, emotions and behavioral intentions in a restaurant context. Design/methodology/approach – Data were collected from two casual dining restaurants in the USA. The data were analyzed following Anderson...

Purpose – This paper aims to argue that, traditionally, service recovery attempts have paid little attention to customer preferences. Despite attempts to recover the customer, firms generally do not know if the recovery solution is what the customer expects. Hence, the paper seeks to examine...

Investigates the effects of three countries of origin, three brand ames and three levels of price and service on consumers′ perceptions of the purchase value of an automobile. Based on data collected from a random sample of 179 Canadians and 197 Belgians, the results indicate that the effects...

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...

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...