..., 1976). Service operations Strategy Empirical studies Management As the post‐industrial economy evolves, the service sector continues to increase in importance, both in terms of its contribution to the gross domestic product (GDP) of all advanced economies and in terms of the percentage...

... to assess quality. © MCB UP Limited 1997 Empirical studies Expectations Fast‐food industry Service quality According to Eagly and Chaiken (1993) an attitude is a general and enduring positive or negative feeling about some person, object or issue. Attitudes are learned dispositions...

..., I try the way we’re trained and then I start incorporating things. OK, customers don’t understand when I say this so I change what I say and it usually ends up working (KN: female, 23, 4 years CCE). Customers Delivery Empirical studies Employees Service Scholars in marketing...