... (CoO) that was designed to develop teaching and training material for optometrists. Figure 1 summarises the relationship between the research project and the KEP. Customer services quality Communication Customer experience Health services Video Figure 1. From the research proposal...

...@villanova.edu Customer services quality Customer experience Service issues While the idea that there was ever a “production era,” “product,” “sales” or a “marketing era” throughout corporate history has been convincingly questioned (Fullerton, 1988), there is little doubt that the post-Second World...

... Service improvements Service providers Services marketing Service levels Service operations Service delivery Customer services quality Consumer behaviour When service failure occurs, it is advisable that firms put in effort to recover customers, because lost customers typically result...

... and IMO, and thus offers the required support to normative arguments regarding the need to sustain a balance between the company's external and internal focus. © Emerald Group Publishing Limited 2010 Market orientation Internal markets Customer services quality Perception...

...). © Emerald Group Publishing Limited 2009 Internal marketing Organizational performance Market orientation Customer services quality Customer satisfaction In the services sector, the role of the contact personnel has a tremendous influence on the firm's relationship with customers...

... unsatisfactory performance in other areas. Banks need to be mindful that online service provision is not sufficient for ensuring customer satisfaction with their overall service. © Emerald Group Publishing Limited 2009 Virtual banking Customer satisfaction Customer services quality Advances...

... directions. © Emerald Group Publishing Limited 2009 Figure 1 presents the conceptual framework of customer loyalty and suggests that: Customer services quality Customer satisfaction Customer loyalty Banking The retail service environment is becoming increasingly competitive...

... delivery. Gillian Sullivan Mort can be contacted at: gillian.mort@griffith.edu.au © Emerald Group Publishing Limited 2008 Customer services quality Value analysis Customer satisfaction Performing arts Recent research has focused on the relationship of service quality and value...

... of alternatives). Simon J. Bell can be contacted at: s.bell@jbs.cam.ac.uk © Emerald Group Publishing Limited 2007 Customers Customer loyalty Financial services Customer services quality In search of sustainable competitive advantage, service organisations are increasingly looking...

...‐item‐scale following Wakefield and Barnes (1996) . © Emerald Group Publishing Limited 2005 Service industries Customer services quality SERVQUAL The study was conducted in Switzerland in the form of a written questionnaire interview. It was limited to the population...

... their services' quality because of this shift in competition. Originality/value In this paper, the effects of all the factors on customer loyalty are analyzed simultaneously via SEM. © Emerald Group Publishing Limited 2005 Customer loyalty Telecommunications Customer services quality Corporate...

.... Market orientation Employee attitudes Customer satisfaction Customer services quality Over the last decade, marketing literature has acknowledged the role of market orientation (MO) as a major source of achieving a sustainable competitive advantage. Therefore, its antecedents and consequences...

... of the parties to maintain the relationship and willingness to devote considerable effort to it (Morgan and Hunt, 1994 ; Anderson and Weitz, 1992). © Emerald Group Publishing Limited 2004 Customer services quality Customer retention Business‐to‐business marketing The quality of services...