...Julie E. Francis Purpose Limited attention has been given to the stability of the dimensions of quality across different types of internet retailing. This study aims to identify four distinct categories of internet retailing, develops a separate quality measurement scale for each category...

...Vincent Omachonu; William C. Johnson; Godwin Onyeaso Purpose The purpose of this paper is to investigate whether customer‐perceived service quality and expectation of service quality have causal impacts on overall customer satisfaction. Design/methodology/approach Data on all the variables...

...Lori K. Molinari; Russell Abratt; Paul Dion Purpose The aim of this article is to provide an understanding of how satisfaction, quality, and value affect repurchase and positive word‐of‐mouth in a business‐to‐business (B2B) setting. Most previous studies in this area apply to business‐to‐consumer...

...William E. Kilbourne; Jo Ann Duffy; Michael Duffy; George Giarchi This study investigates the applicability of a modified SERVQUAL instrument as a means of measuring residents' perceptions of long‐term health‐care service quality in the USA and UK. The results confirm a stable, four‐factor...

... Emerald Group Publishing Limited 2004 Retailing Quality Middle East Kuwait Lebanon An executive summary for managers and executive readers can be found at the end of this article Prior to the Gulf War and the 9/11 attacks on the United States, many in the US and other Western...

...Alison M. Dean Reported studies on call centers emphasize efficiency and control, with possible implications for service priorities, customer orientation and service quality. However, there is little empirical research to test assumptions from the customer’s perspective. This study aimed...

...Zhilin Yang; Robin T. Peterson; Shaohan Cai The purpose of this article is to extend what is know about service quality in realm of the context of Internet retailing. As a result of content analyzing 1,078 consumer anecdotes of online shopping experiences, 14 service quality dimensions representing...

...Enrique Bigné; Miguel A. Moliner; Javier Sánchez The main aim of the paper is to study the causal relationship between two constructs, perceived quality and satisfaction, in the particular case of multiservice organisations. These organisations offer a range of services to their customers, so...

... a vehicle lube facility advertises a ten‐minute lube service, consumers expect the service to be performed in ten minutes. Price is a cue often used by customers to make patronage decisions, to determine what to expect, and to evaluate the quality of a service relative to how much they paid (Bitner...

...Peter Kangis; Vassiliki Passa Reports the findings of a small‐scale survey undertaken with a view to establishing the extent to which customers of retail banks are influenced in their expectations of quality and in their perceptions of service received according to their awareness of service...

...John B. Jensen; Robert E. Markland Explains that, as global competition changes the expanding service sector, quality will play an increasingly pivotal role in both attracting and retaining service customers. Reveals that research into service quality has addressed two important dimensions...

...Audrey Gilmore; David Carson Focuses on the issue of how to improve quality in marketing with references to a services context. Offers a definition of Services Marketing and Quality in Marketing and attempts to match the dimensions of both by way of a Holistic Model for quality improvement...

...Cynthia Webster Provides insight into the concept of quality in the service market by investigating possible influences on consumer expectations of quality and how these expectations may be better met. Reports on a study examining the effects of certain stimuli on expectations regarding different...

...L.W. Turley Explores the extent to which consumers perceive various services as quality‐risk purchases. Describes a panel study which indicated that problem is felt by most types of services and therefore should be considered by service managers. Discusses possible strategies for reducing...