... 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...

... Developing countries Customer services quality Ghana The theory that job satisfaction affects employees' performance has arguably received sufficient treatment in the literature. Various studies, spanning across a broad range of literature such as human resource management and organisational...

.... © Emerald Group Publishing Limited 2013 New service development Strategy Survey research Co‐creation Customer services quality Service industries The literature on NSD consists of three research streams: 1. the service research stream; 2. the product development...

... Service experience Servicescape Value co‐creation Public transport Microethnography Customer service management Customer services quality Sweden Back in the early 1990s, Bitner (1992) introduced the concept of “servicescape”; a combination of service and landscape that denotes...

...‐shopping quality Experiential e‐shopping motives Online apparel shopping Electronic commerce Customer services quality Garment industry United States of America Although the dynamics of initial evaluation‐emotional response‐copying behaviors have been widely applied to explain consumer...

..., 2006). © Emerald Group Publishing Limited 2012 Consumer behaviour Customer services quality Pre‐purchase satisfaction Customer satisfaction Customer loyalty Customer experience Customer experience quality Service experience Scale development Repurchasing behaviour The well...

..., interpretation and meaning of particular terms within various cultures can introduce response bias”. © Emerald Group Publishing Limited 2011 Data analysis Research work Serials Cross‐cultural studies Customer services quality With the rise of globalisation, a growing number of service...

... Internet Consumer behaviour Auctions Electronic commerce Customer services quality Taiwan Therefore, it is hypothesized that: H1. The e‐service quality of an online auction web site will affect the overall satisfaction of the buyer toward the online auction web site; including...

... the literature relevant to our research hypotheses. We then present a description of our research methodology and empirical results. We conclude with a discussion and managerial implications. Restaurants Customer satisfaction Customer services quality Dimensions of time have been studied across...

... 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, and refund, are effective in restoring fairness (Kelly et al...

... and Dacin (1998) , Poujol and Fournier (2006) , and Poujol (2008) . These characteristics can be delineated in terms of competition format, budget, number of winners and frequency. Sales incentives Customer services quality Service climate Sales force Sales management Service quality has...

... 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...

... 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...

..., 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...

... 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...