... (termed the ZOT). © Emerald Group Publishing Limited 2007 Customer services quality Customer requirements Consumer behaviour Customer satisfaction Service levels An executive summary for managers can be found at the end of this article. Service quality has been identified...

...’ expectations of the service quality of call centers, and to assess whether expectations are related to perceived customer orientation. © Emerald Group Publishing Limited 2004 Customer services Quality Customer requirements Services marketing Call centres Australia Over the past...

... hypotheses. A set of managerial implications and recommendations is provided. © MCB UP Limited 2002 Self‐service Technology Service delivery system Customer requirements Intense competition for customers In today’s environment of intense competition for customers, service...

... at their penalty policies in light of building long‐term customer relationships. © MCB UP Limited 2001 Customer requirements Penalty costs Consumer behavior Penalty policies Charging penalty fees when individual consumers do not follow through on purchase agreements is an increasingly common...

... Service quality Consumer behaviour Customer requirements Customer requirements Understanding what consumers expect from a service organization is necessary for service managers, because expectations provide a standard of comparison against which consumers judge an organization’s performance...

... 1999 Consumer behaviour Customer requirements Customer satisfaction Customer surveys Service quality Services marketing Background As the twenty‐first century approaches, UK media, academics and retailers are once again reminded, by a national survey, of the deficiencies...

... not only expects that the retailer will continue to behave so in future encounters, he or she strongly believes that the retailer should act that way (Boulding et al., 1993). © MCB UP Limited 1995 Competitive advantage Consumer behaviour Customer requirements Distribution...