... Emerald Group Publishing Limited 2012 Customer satisfaction Customer services quality Service strategy Competitive strategy Empirical research Servicescape Historically, the literature on management of services has been built on a foundation derived from the literature in the operations...

... are lost; whilst the problems associated with interpretation of the perceptions‐only measure may be amplified using the single‐gap measure approach. Customer services quality Service quality assurance Quality assessment SERVQUAL Procurement The management of internal service quality (ISQ...

... is moderated by service convenience. Originality/value This paper demonstrates the effect of asymmetric response of service quality on customer loyalty. © Emerald Group Publishing Limited 2010 Loss Customer services quality Distribution management Delivery services Customer loyalty...

...@porto.ucp.pt © Emerald Group Publishing Limited 2009 Electronic commerce Customer services quality Service failures Customer loyalty Banking Portugal H3. Customer satisfaction with the recovery has a positive effect on loyalty behaviour. Although empirical evidence has...

... and customer service quality driven models of exemplary airlines such Southwest Airlines, JetBlue Airways, and Scandinavian Air Systems. Originality/value The paper provides a very thorough review of the literature and is the first to examine empirically the affect of personal touch displayed by contact...

... Customer services quality Customer satisfaction Process management Financial services Satisfying customers is a core business challenge which has attracted considerable research attention. The existing customer satisfaction (CS) literature is dominated by two theoretical perspectives...

...Eunice Maytorena Service industries Customer services quality The service sector is an important contributor to western economies and is increasingly becoming an area of interest in management education. This book looks at service operations management throughout its lifecycle – from...