Purpose – The purpose of this study is to examine the concept of customer value and its role in building switching costs perceptions. The current research develops scales and empirically validates a typology of customer value for business services. Design/methodolgy/approach – Through an...

Purpose – New internet technologies are not always readily accepted by target users – especially by small companies. More effective identification of target market characteristics and requirements associated with the adoption and ongoing usage of internet‐based service systems (NCSSs) is...

Purpose – The purpose of the paper is to examine shifts in sales organizations utilized to sell services to business‐to‐business customers. The paper also examines the changes expected in personal selling and sales management. Design/methodology/approach – Extant academic literature and...

Purpose – The aim of the present research is firstly to examine and recognize the quality elements of services in the banks by SERVQUAL instrument and some Islamic banking factors. Secondly, the aim is to prioritize these factors based on fuzzy TOPSIS. Fuzzy logic provides a useful tool for...

Purpose – This paper aims to demonstrate how Dare2Share, an internal YouTube‐style of podcasting platform where employees can create and upload short learning nuggets for their colleagues in either video or audio format, is helping to transform learning at BT. Design/methodology/approach –...

Purpose – The aim of the present research is firstly to examine and recognize the quality elements of services in the banks by SERVQUAL instrument and some Islamic banking factors. Secondly, the aim is to prioritize these factors based on fuzzy TOPSIS. Fuzzy logic provides a useful tool for...

Purpose – The purpose of this study is to analyze and describe the drivers in the physical environment that help to form customers' service experiences at restaurants, as described by customers in their own words. Design/methodology/approach – A critical incident study was conducted through...