... to the original publication and authors. The full terms of this licence may be seen at Link to the terms of the CC BY 4.0 licence . Australia Aged care organisations Co-creation Barriers Needs of older people Social exchange theory With global populations ageing rapidly, aged care systems...

... and Australia where immigrants are a large part of the service workforce. P2. Negative stereotype bias is moderated by the accent (a proxy of ethnicity) and service‐country image. The role of affective or emotional states on decision making and consumer behaviour is well documented...

... at: j.stanton@uws.edu.au © Emerald Group Publishing Limited 2011 Conversation Service encounters Hairdressing Friendships Relationships Customers Social interaction Australia Customer relations Scholars have recognised service conversation contributes to service employee commitment...

... high‐performing and low‐performing firms in terms of competitive priorities? Daniel I. Prajogo can be contacted at: daniel.prajogo@monash.edu © Emerald Group Publishing Limited 2011 Competitive dimensions Performance IPA matrix Competitive advantage Australia Ten...

... and products that can only be accessed or managed online. © Emerald Group Publishing Limited 2007 Customer satisfaction Customer loyalty Customer relations Customer services quality Virtual banking Australia The growth in Internet‐based services has changed the way that firms...

... administration of a structured questionnaire among more than 500 randomly selected shoppers in Melbourne, exiting two of Australia's biggest shopping malls (Chadstone and Highpoint, located in the Eastern and Western suburbs, respectively), who in the last five years reportedly purchased some item from...

... in establishing the service focus of the call centre. Service climate Job satisfaction Customer services quality Call centres Australia In recent years the service sector has witnessed some extreme changes in the workplace. Companies have linked information technology advances...

...Rayka Presbury; Anneke Fitzgerald; Ross Chapman Purpose The purpose of this article is to identify the key factors that impede service quality delivery in the context of luxury hotels (four‐ and five‐star properties) in Sydney, Australia. Design/methodology/approach The empirical dataset...

... factor (McKenna, 1991). © MCB UP Limited 2003 Innovation Customer service management Worldwide web Electronic mail Australia The fictitious Wenyong Tan is finally online. Her new job includes an e‐mail address and World Wide Web access. She is thrilled to experience what her...

... primarily consists of business travellers, are more likely to equip their rooms with advanced in‐room technologies as opposed to hotels in more remote or resort locations. © MCB UP Limited 2003 Hotels Service quality assurance Customer loyalty Perception Managers Australia...

..., the practitioner’s profile, and the service quality levels received (i.e. the gap between the respondents’ perceptions and their expectations). Service quality Dentists Health care Australia When considering the availability of prior studies into this topic, Bush and Nitse (1992, p. 39) identify...

... the concept of quality and its application to the public sector and discusses e‐government, the latest manifestation of attempts to improve quality in government. The paper also reports on a survey of senior personnel across the three levels of government in Australia. The results of the survey and other...

...Amy Wong; Amrik Sohal This paper examines the relationship between service quality and overall relationship quality on two levels of retail relationships (employee and company level). Responses were received from 1,261 shoppers in a retail chain departmental store setting in Victoria, Australia...

... equipment, Ludowici Mineral Processing Pty Ltd, in its association with an e‐marketplace, Quadrem, and the benefits reaped from the relationship. © MCB UP Limited 2002 Internet Services marketing Retailing Mining Australia In general, the foundation of an economy rests on market...

... as they relate to a tour operator running tours on an artificial reef dive experience in Western Australia. The study also assesses the importance assigned by consumers to the various service quality attributes relative to those perceptions. The results are of significance to operators in that they identify...

...Martin O’Neill; Steven Charters Wine tourism has emerged as a growing area of special interest tourism in Australia, and is an increasingly significant component of the regional and rural tourism product of Western Australia. The increased significance and growing competitiveness of this sector has...

... at events. It reports the findings from a recently conducted study into service quality at an international event in Western Australia. A visitor survey and unobtrusive observation method were both applied to a surfing event in order to ascertain visitor perceptions of service quality at the event...

... questionnaires were distributed at five mid‐luxury hotels in Australia during July to October 1998 and a response rate of 15.5 per cent achieved. Key findings of the study are that service quality is represented by three dimensions in the hospitality industry, relating to employees (behaviour and appearance...

... UP Limited 1998 Australia Performance Service quality Strategic planning Service quality is increasingly becoming a major strategic variable. This has been brought about by environmental trends in the late twentieth century, such as (Lewis, 1989): changing consumer...

..., 1992). © MCB UP Limited 1998 Australia Banking Customer service Information technology TQM The push in recent years to provide superior quality has affected all industries. In the service industry, competitive advantage is achieved through management of the customer...