... consumers perceive and evaluate experience dimensions in phygital vs traditional retail settings remains underexplored. This study aims to decode consumer perceptions by comparing phygital and traditional retail touchpoints using sentiment and thematic analysis of Google Reviews. Design/methodology...

... and authors. The full terms of this licence maybe seen at Link to the terms of the CC BY 4.0 licence. Luxury services Hospitality Perceptions Experimental design Quantitative research Tourism The constant increase in travelers over the years has led to a dynamic and fast-growing tourism...

...) and the amount that needs to be added for people to perceive there has been a change (or difference). Weber’s law suggests the perception of a price change depends on the amount of the price difference relative to an individual’s reference price. Saloni Firasta Vastani can be contacted...

... perceptions of equity, ultimately leading to more positive attitudes and higher purchase intentions toward the retailer as compared with a mere donation format. Alternative explanations are examined and ruled out. Originality/value To date, research predominantly examines PWYW with charitable giving from...

...Jochen Wirtz; Doreen Kum; Khai Sheang Lee Studies reputation for service quality as a potential moderator of the relationship between a service guarantee and its impact on consumer perceptions of service quality, risk and purchase intent. A before‐after experimental design, set in the hotel...

..., if penalties increase customer compliance, reduce customer loyalty, and/or increase negative word‐of‐mouth communications, and second, what factors may influence customer perceptions of penalty fairness. The results indicate that while penalties may increase customer compliance, some customer conflict...

...Gillian Naylor; Kimberly E. Frank Extant research suggests that salespeople can significantly impact consumers’ outcome perceptions. Examines the importance of initial contact with salespeople on consumers’ perceptions of value and the impact of salesperson service failure on perceptions of value...

... of a new risk framework for measuring risk perceptions and developing risk‐based segmentation for organisational purchasers of professional services. The approach proved to be effective and identified three distinct risk segments which varied demographically and in their attitudes towards risk...

...: (1) the endorser; and Advertising Consumer attitudes Hospitals Perceptions Services marketing Owing to a rapidly changing environment, hospital marketers are faced with a multitude of challenges. A more relaxed regulatory environment in combination with oversupply (Steiber, 1987) has...

..., shopping and specialty categories according to customer perceptions of perceived risk, purchase effort and involvement. For this study, 168 subjects evaluated eight services that represented the four categories. Results indicate that this classification system may be as useful in categorizing services...

... attribute when patronizing a general dental practitioner. A six‐point rating scale was used for this rating task, where 1 corresponded to least important and 6 corresponded to most important. In the second section, respondents were asked about their perceptions of how various alternative general dental...

... and pleasantness are all indicators of the expected demeanor. © MCB UP Limited 1996 Banking Consumer attitudes Demographics Perceptions Service quality Services marketing Across all service industries, the issue of service quality remains a critical one as businesses strive to maintain...

... of a 17‐item scale to assess service providers’ perceptions of their uniform. Identifies four dimensions of these perceptions: service approach, the look, customer influence and company identification. The emergence of the dimensions entitled service attitude and the look draws attention to issues...

... the encoding of core service quality dimensions in a professional service’s advertisement and consumers’ perceptions of risk, service provider expertise and purchase intentions. Finds that: all five service quality dimensions decreased consumers’ perceptions of purchase risk; tangible, reliability, assurance...

... to identify common customer complaints and to assess the synergy between different combinations of service attributes. Then measures customer perception of service attribute combinations for changes in satisfaction level. Argues that the development of a complaint management program can positively contribute...

... Perceptions Repeat buying Sport A large body of research in services marketing has focussed on customers′ perceptions of service quality and their resulting satisfaction with the primary service rendered (for example, whether a bank transaction was handled properly, whether a package was delivered...

...Kathryn Bishop Gagliano; Jan Hathcote Examines the differences between consumers′ expectations and perceptions of service quality they received when shopping apparel specialty stores. Also takes into account consumer demographic characteristics. Utilizes SERVQUAL scale and methodology developed...

... NUMBER 3 1993 Tangibilizing the Intangibles: Some Strategies for Services Marketing Allan C. Reddy, Bruce D. Buskirk and Ajit Kaicker INTRODUCTION Contrary to general perception, tangibilizing the intangible holds the key to success in services marketing. Recently, researchers, including Levitt (1981...

... Gap analysis Perceptions Service quality Value analysis COMPANY STUDY QUALITY FOR VALUE-ADDED PERCEPTIONS AND BOTTOM-LINE RESULTS Kathy V. Libonati Velvet Hammers and Brick Bats It is a hard fact of business life that the customers' needs andthe management perception of the customers...

... through advertising messages. Advertising Perceptions Service quality CONVEYING SERVICE QUALITY THROUGH ADVERTISING Ellen Day Despite the proliferation of publications relating to service quality, the communication of service quality through advertising remains a largely unexplored topic...