... 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...

... employees. Anthony Patterson can be contacted at: a.patterson@liv.ac.uk © Emerald Group Publishing Limited 2010 Customers Retail trade Problem employees Individual behaviour Service levels An executive summary for managers and executive readers can be found at the end of this issue...

... a range of issues about which managers should be aware and proactively manage. Lloyd C. Harris can be contacted at: lloyd.harris@ubs‐ac‐uk © Emerald Group Publishing Limited 2010 Consumer behaviour Consumers Research Service levels Employee attitudes Customers An executive...

... Publishing Limited 2010 Internet Service levels Trust Purchasing Retailing An executive summary for managers and executive readers can be found at the end of this article. Studies indicate that e‐commerce is expanding at a tremendous rate, fueled by the unparalleled growth...

.... The effectiveness of recovery strategies will be greater when age is similar between provider and customer compared to when age is different. © Emerald Group Publishing Limited 2010 Service failures Gender Ethnic groups Demographics Service levels Customer service management An executive...

.... (2004) , we do not include it in our conceptual framework; instead we focus on the effects on the service recovery efforts of FLEs as a result of emotional exhaustion and depersonalisation. © Emerald Group Publishing Limited 2009 Stress Employees Service levels Call centres New...

... 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...

... these strategies, little is known about their use or the impact that they have on satisfaction and performance – this work addresses this gap. Thomas L. Powers can be contacted at: tpowers@uab.edu © Emerald Group Publishing Limited 2008 Service levels Marketing strategy Medical schools Customer...

... research is of considerable theoretical interest as well. Greg Broekemier can be contacted at: broekemierg@unk.edu © Emerald Group Publishing Limited 2008 Music Service levels Shopping An executive summary for managers can be found at the end of this article. Bruner's...

... © Emerald Group Publishing Limited 2008 Information control Service levels Communication An executive summary for managers can be found at the end of this article. Services are conceptualized as being experiential products (Zeithaml, 1981). Thus, it is often difficult...

..., the following were highlighted: Profit Service levels Retention Sales An executive summary for managers can be found at the end of this article The aim of this study is to evaluate service profit chain initiatives in a defined franchise system in the home entertainment industry...

... (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...

... Olorunniwo can be contacted at: folorunniwo@tnstate.edu Customer services quality Customer satisfaction Consumer behaviour Factor analysis Service levels An executive summary for managers can be found at the end of this article. The service sector plays an increasingly important role...

.... Restaurants Catering industry Customer satisfaction Service levels United States of America An executive summary for managers can be found at the end of this article. The restaurant industry in the USA is large and ubiquitous. Providing a range of products and services, it touches nearly...

... as the strongest determinants. These findings suggest that bank managers should be cognizant of search quality factors and their relations with the appropriate contingency variables. © Emerald Group Publishing Limited 2004 Consumer behaviour Banking Financial services Service levels...

... Consumer marketing Industrial marketing Service levels Unquestioned linchpin strategy to success and survival Delivering satisfaction to customers has become the unquestioned linchpin strategy to success and survival in today’s competitive business environment. While the 1980s was a period...

... observed between genders and age groups, suggesting that service recovery processes should be more closely tailored to the demographic characteristics of customers. © MCB UP Limited 2000 Services marketing Consumer behaviour Service levels Repeat buying Market orientation Service...

...Mark L. Lengnick‐Hall Joe   Folkman . Employee Surveys That Make a Difference . Provo, UT : Executive Excellence Publishing   1998 . 281 pages , ISBN: ISBN 1890009431   $19.95 (hb) Services marketing Service levels Employee relations Customer satisfaction...

..., the findings further show that organizational cultural values affect both directly and indirectly the performance of the company through its impact on marketing effectiveness. © MCB UP Limited 2000 Market orientation Services marketing Service levels Corporate culture Fifteen items...

... Limited 2000 Consumer behaviour Service quality Service levels Customer satisfaction Airlines As corporations increasingly are attracted to international markets to overcome stagnant domestic market growth and stimulate revenues in various industries, enlightened appreciation...