... Consumer behaviour Customer experience Customer experience quality Customer loyalty Customer satisfaction Customer services quality Pre-purchase satisfaction Repurchasing behaviour Scale development Service experience Article Type: 2013 Awards for Excellence From...

... to engender a high level of competition and customer service orientation in the sector (Kuada and Buatsi, 2005). © Emerald Group Publishing Limited 2013 Job satisfaction Service orientation Service quality/performance Developing countries Customer services quality Ghana Earlier...

... knowledge on how to reduce the number of failures in NSD by pointing out the key strategic factors that influence NSD performance. © Emerald Group Publishing Limited 2013 New service development Strategy Survey research Co‐creation Customer services quality Service industries 1...

... affects both employees and customers, and is built on three environmental dimensions: © Emerald Group Publishing Limited 2012 Service experience Servicescape Value co‐creation Public transport Microethnography Customer service management Customer services quality Sweden Back...

... into account such moderator. To fill this gap in the existing literature, this study aims to empirically: E‐shopping quality Experiential e‐shopping motives Online apparel shopping Electronic commerce Customer services quality Garment industry United States of America delineate e‐shopping...

...), consumers do not assess their experience via the traditional cognitive process such as the confirmation‐disconfirmation paradigm (Oliver, 1999). © Emerald Group Publishing Limited 2012 Consumer behaviour Customer services quality Pre‐purchase satisfaction Customer satisfaction Customer...

... Serials Cross‐cultural studies Customer services quality 1. confirmatory factor analysis (CFA); and 2. item response theory (IRT). The main difference between these two approaches is that CFA is a linear method whereas ITR is non‐linear. A detailed comparison of these two...

... 2009 Internet Consumer behaviour Auctions Electronic commerce Customer services quality Taiwan Online auctions web sites are becoming increasingly more important as an intermediary for both sellers and buyers (Lucking‐Reiley et al., 2007). The online auction market...

... U‐shape. Specifically, when customers perceive that the pace of a service encounter is either very fast or very slow, these perceptions negatively affect their satisfaction with the encounter. Restaurants Customer satisfaction Customer services quality Dubé‐Rioux et al...

... be contacted at: zourrig.haithem@courrier.uqam.ca © Emerald Group Publishing Limited 2009 Customer satisfaction Customer services quality Consumer behaviour Culture Prior research on service recovery has suggested that redress efforts such as apology, staff solving, explanation...

... in selling, they have objectives to attain and are remunerated according to the extent they achieve them; they participate regularly in sales contests, and so on. Sales incentives Customer services quality Service climate Sales force Sales management There is no “typical sales contest...

... as perceived by customers. Customer services quality Employee attitudes Autonomous work groups Cumulative research on service operations over the past decade has demonstrated that relinquishing greater decision‐making authority to the front‐line increases the effectiveness of service delivery...

..., 2002 ; Matzler et al., 2004a). 2. The relationship between attribute performance and OCS is asymmetrical. Wei‐Jaw Deng can be contacted at: simond@chu.edu.tw © Emerald Group Publishing Limited 2008 Fuzzy logic Customer services quality Performance measures...

... more pressure and develop greater loyalty to the organization if they perceive a high service quality (Schneider et al., 1980). Rogelio Oliva can be contacted at: roliva@tamu.edu © Emerald Group Publishing Limited 2008 Learning organizations Service levels Customer services...

... satisfaction is positively correlated with staff satisfaction. © Emerald Group Publishing Limited 2008 Customer satisfaction Mathematical modelling Customer services quality In an era of increased competition, the importance of achieving high levels of customer satisfaction has gained...

..., which in turn predicts external SQ, CS with service, and client empowerment (CE) – as outcomes of service. Claudia Steinke can be contacted at: steinke@uvic.ca © Emerald Group Publishing Limited 2008 Service climate Customer services quality Emergency services Accident...

... is reinforced by research (Oakes, 2003a) revealing high levels of degree and postgraduate qualifications for the jazz and classical music audience segments. Steve Oakes can be contacted at: s.b.oakes@liverpool.ac.uk © Emerald Group Publishing Limited 2008 Music Customer services quality...

...@uww.edu © Emerald Group Publishing Limited 2007 Customer services quality Consumer behaviour Shopping Shopping centers Retailing Taiwan Recently, traditional brick‐and‐mortar retailing has been challenged by more aggressive direct distribution channels such as cable TV, catalogs...

.... Jiun‐Sheng Chris Lin can be contacted at: jlin@ba.ntust.edu.tw © Emerald Group Publishing Limited 2006 Communication technologies Customer services quality Customer satisfaction Consumer behaviour Increases in labor costs and innovations in technology have contributed...

.... Originality/value The study encompasses three relevant stakeholder groups on a broad empirical base, which is unique until now in the research field of customer care centers. Interdependencies among the three perspectives could be revealed. © Emerald Group Publishing Limited 2005 Customer services...