... a qualitative research design from four seniors' clubs in Australia using focus groups (12), and participant observation. The data were analyzed using QSR NVivo software using an interpretive approach. Findings – Ten themes based on 34 codes were identified in the study, which were grouped to develop...

... that the firm's own systems and policies were not to blame for the problem, help safeguard customer faith in procedural justice. © Emerald Group Publishing Limited 2012 Explanations Service recovery Justice Attributions Customer satisfaction Australia Service failures An executive summary...

... suited to achieve this outcome is unclear. Service guarantees Qualitative research Australian service firms Service control Australia Customer services quality An executive summary for managers and executive readers can be found at the end of this article. Service guarantees...

.... Constanza Bianchi can be contacted at: constanza.bianchi@qut.edu.au © Emerald Group Publishing Limited 2011 Inward Internationalization Barriers Performance Consumer services Australia Customer service management Corporate strategy An executive summary for managers and executives...

... research using eight focus groups was undertaken in Sydney, Australia with a total of 55 participants. The data were analysed using the approach suggested by Cresswell and includes coding into chunks, development of themes, interpreting, and validating findings. Findings Three key findings emerged from...

... Business‐to‐business marketing Australia An executive summary for managers and executive readers can be found at the end of this article. The nature of marketing and marketing thought has evolved over the decades to incorporate many areas, such as relationship marketing, services marketing...

... Group Publishing Limited 2007 Relationship marketing Business‐to‐business marketing Universities Australia An executive summary for managers and executive readers can be found at the end of this issue. Business‐to‐business relationships have emerged as a central theme...

... shopping Consumer behaviour Australia An executive summary for managers can be found at the end of this article. The adaptation of antecedent factors of behavioural intentions from the services marketing literature to the online environment has led to differences in the measurement...

... ; Narayandas, 1999 ; Yu and Dean, 2001). © Emerald Group Publishing Limited 2005 Customer loyalty Customer retention Attitude surveys Service industries Australia It is commonly accepted in the marketing discipline that it is far cheaper to retain an existing customer than...

... to establish whether customers expected (predicted) low levels of service from a call center, how this level compared to the minimum level they considered adequate, and whether the perceived customer orientation of the call center was related to service quality expectations. Data were collected in Australia...

... a large chain departmental store in Victoria, Australia. The results showed that service quality is positively associated with customer loyalty, and that the relationship between the two is stronger at the company level, rather than at the interpersonal level. Specifically, among the dimensions of service...

... MCB UP Limited 2002 Customer service Customer orientation Financial services Australia New service development Little research has been carried out in the area of new service development (NSD). Although some researchers have paid attention to service innovation and new...

... elements. The study also provides further support for the use of importance‐performance models of service quality, as this measure was found to be significantly related to two dimensions of behavioural intention. © MCB UP Limited 2002 Service quality Measurement Drinks industry Australia...

... and recommendations for service provider training programs. © MCB UP Limited 1997 Australia Customer service Hotels Training Increasingly, customers are demanding higher and higher levels of service, and firms are recognizing more and more the critical role service plays in their ultimate...

... Advertising Australia Service quality There is ample evidence that the Australian advertising industry is under considerable stress after advertising budgets were cut or frozen during the last economic recession. Indeed, more than 100 Australian advertising agencies have closed or merged since 1989...