... Implications for firms include assessing their customer's perceptions of offshoring, proactively communicating with customers about offshoring practices, and providing customers with some control over their service interactions. Originality/value Previous researchers have highlighted the benefits...

... very much and will go back again some time this week. Moonkyu Lee can be contacted at: mlee@yonsei.ac.kr © Emerald Group Publishing Limited 2012 Other customers Restaurants Service encounter Consumer behaviour Perception Service levels Customer Satisfaction An executive...

...Xuehua Wang Purpose This study aims to investigate the effects of inconsistent word‐of‐mouth on service quality perception and purchase intention during the service encounter. Design/methodology/approach A pilot study and a subsequent formal experiment with six scenarios were designed to test...

...Mark S. Johnson; Eugene Sivadas; Ellen Garbarino Purpose This paper aims to examine competing models of the directionality of influences between customer satisfaction, affective commitment, and the customer's perceptions of risk associated with a service organization. It also aims to include...

...: administration, interior facilities, exterior facilities, employees, service core, technology, and responsiveness. Research limitations/implications The representativeness of the samples and the two service contexts, and a sole focus on customers' (versus the firm's) subjective perception are the primary...

... in this service context. Service levels Customer service management Customers Perception Expectation revisions are mainly “performance‐amended,” based on the consumptive experience (Oliver, 1996). Fornell et al. (1996) noted that expectations are cumulative, indicating that these may...

...Rajasree K. Rajamma; Audhesh K. Paswan; Gopala Ganesh Purpose This study seeks to explore the idea that consumers select a particular shopping mode – i.e. bricks and mortar versus online outlet – based on their perceptions about whether a product or service is best bought from one or the other...

... to what perceptions of welcome/inclusion are attributed: service personnel; store environmental factors; other customers; and product/service assortments. Further, a disability becomes salient only when there is an interaction between these situational factors and consumers' disabilities. Research...

...Lawrence O. Hamer Purpose The paper seeks to provide a theoretical and empirical investigation of the relationship between consumer expectations and consumer perceptions of service quality. Design/methodology/approach The theory of cognitive reference points, adaptation‐level theory...

... states. © Emerald Group Publishing Limited 2005 Service failures Service improvements Justice Perception Tourism An executive summary for managers and executive readers can be found at the end of this issue. The hotel context is also used by Sparks and McColl‐Kennedy (2001...

...Leonard V. Coote; Evan Price; Anna‐Lena Ackfeldt The authors report the results of two studies that model the antecedents of goal congruence in retail‐service settings. They draw the antecedents from extant research and propose that goal congruence is related to employees' perceptions of morale...

...Martin O'Neill; Adrian Palmer This paper examines the possible relationship between post‐consumption dissonance and consumers’ time‐elapsed perceptions of service quality. A review of literature suggests that the degree of post‐consumption dissonance experienced would be inversely related to both...

... of the dimensions of perceived quality, it is necessary to take into consideration not only the perceived quality of each of the services, but also the perceived overall quality of the multiservice organisation and the overall satisfaction with it. © MCB UP Limited 2003 Services Quality Perception...

...Adrian Palmer; Martin O’Neill Methods of measuring service quality have suffered from a lack of discussion about perceptual processes involved in a consumer’s evaluation of quality. Most importantly, it is the perception of service quality at the time of the next purchase decision that may better...

... of customer service. Internet Perception Service delivery Performance measurement Health service Retailing Service encounters Traditionally, service encounters have been characterised as low tech, high face‐to‐face contact. However, advances in technology have changed the way many...

... tangibilize their offerings. © MCB UP Limited 2003 Intangibility Risk Perception Services marketing Knowledge Involvement Four decades ago, Bauer (1960, p. 23), in the hope that it would “at least survive through infancy”, proposed that consumer behavior be considered as an instance...

... the effects of music on various aspects of behavior for over 50 years (Bruner, 1990). But the last two decades have witnessed an explosion of research regarding the effects of music on consumer perception and behavior (North and Hargreaves, 1997). Particular emphasis has been placed on “atmospheric” music...

...’ evaluations. When responsibility is perceived as shared between the contact employee and management, the physical environment may play a larger role in influencing consumers’ satisfaction with the service experience. Service quality Perception Consumer behaviour One of the ways in which we make...

... between perceived risk and type of service relationship. It also examined outcomes differences between different types of service relationships. The results suggest that consumers who have strong interpersonal relationships have the highest perceptions of category risk and the lowest perceptions...

... and retail store. These services covered a range of both process and outcome tangibility. Expectations, perceptions and the “gaps” between them were used to evaluate service quality across a range of service encounters. If problems were reported, customers were asked to evaluate three attribution factors...