Purpose – This paper aims to address the generalizability of the services personality concept and to propose a way of operationalizing personality across service contexts, not just retail/services brands. Interpersonal services seem especially relevant for analyzing using the personality...

Purpose – While there have been numerous studies on the antecedents and consequences of service quality, there has been little investigation of the moderators of service quality. The purpose of this study is to demonstrate the effects of two moderators: service convenience and the social...

Purpose – This study aims to explore how managers of multi-unit retail chains balance unit customer satisfaction and profitability through the manager ' s customer, sales, and production operating orientations. Design/methodology/approach – This research links survey data (gathered from unit...

Purpose – In this study the authors aim to explore the impact of customer misbehavior on frontline employees and managers and to elucidate the management tactics and strategies that managers employ in an attempt to minimize the impact of customer misbehavior on the workplace....

Focuses on quality service issues as they relate to channel retail systems, providing insights into the type of channel systems rewards that are given to distributors that produce superior service quality, and providing insights into the determinants of service quality in retail channel systems....

Examines the differences between consumers′ expectations and perceptions of service quality they received when shopping apparel specialty stores. Also takes into account consumer demographic characteristics. Utilizes SERVQUAL scale and methodology developed by Parasuraman et al ., (1991)....

The retail environment of the future is likely to be increasingly competitive. Department and specialty stores must provide services which distinguish them from the competition. One method that may be used in attaining a distinctive position entails the development of a well‐trained, skilled...

Observable oral participation (OOP) of customers, in the service delivery system in general and in a store format retail setting in particular, occurs in many forms and frequencies. Focusses on customer‐to‐customer observable oral participation (OOP2), studied in relation to the more...