... effectiveness is indirect through its significant correlation with operational performance. Research limitations/implications The sample of the responding ISO 9001 certified service companies is limited to small and medium‐sized enterprises (SMEs) from one country (Greece). Moreover, the introduced...

... (“servicescape”) model for directly measuring the physical and the interactive features of a service is proposed and tested against the SERVQUAL measurement model and Nordic conceptualisation. Data are collected from a structured questionnaire survey of 434 passengers at the port of Piraeus in Greece...

...Ioannis E. Chaniotakis; Constantine Lymperopoulos Purpose This paper aims to study the effect of service quality (SQ) dimensions on satisfaction and word of mouth (WOM) for maternities in Greece. Design/methodology/approach Based on Parasuraman et al.'s SERVQUAL variables, the authors...

...‐seller relationships Greece Services are by their very nature intangible and thus their assessment and subsequent evaluation cannot be achieved prior to their consumption; this justifies their classification as “experience” products (Nelson, 1974). This results in high uncertainty in customers...

... parameters of acceptance for new fast moving consumer goods in Greece. In the context of this research, acceptance is defined as the initial reaction of the consumers to the image of the product/brand and its price, which combined with their purchase interest, will lead to trial and/or repeat buying...

... on the combination of multicriteria analysis and non‐parametric statistics. The main advantage of these methods is that they respect the qualitative (ordinal) form of collected survey data. © Emerald Group Publishing Limited 2007 Internet Quality management Customer satisfaction Greece Internet...

...”. Organizational culture Customer services quality Customer satisfaction Hospitals Greece Satisfied customers are more inclined to be loyal, producing several benefits for organisations (Asif and Sargeant, 2000 ; Hansemark and Albinsson, 2004 ; Reichheld and Sasser, 1990). First, repeat business...

... of quality dimensions and the strength of their relationships with customer satisfaction is only directionally supported. Although the typology of Hofstede is used in the study, a culture different from the one specified for Greece by Hofstede's scores is exposed. Research limitations/implications...

... price elasticity, protect current market shares, decrease the cost of failures and of attracting new customers and help companies to build a positive corporate image. © Emerald Group Publishing Limited 2006 SERVQUAL Customer satisfaction Customer loyalty Insurance Greece...

..., describes the collapse of the “New economy” driven by internet initiatives, as a second phase of the productivity paradox (the first phase being the missed return of BPR/ERP/TQM initiatives). Also in Greece there is evidence that productivity paradox still exists. The productivity paradox is valid for CRM...

... A customer‐centre approach was adopted for analyzing MC strategies that enhance both extrinsic and intrinsic customer value. A convenience sample was surveyed for gathering data regarding the customer value dimensions perceived by users of customised mobile phone services in Greece. Findings Findings...

... of banks. Customer services quality Banks Loans Mortgage companies Buying behaviour Greece During the last decade, marketing science has witnessed a paradigm shift from short‐term exchange transactions to long‐term, mutually satisfying relationships between customers and firms...

... demographic and motivation patterns. Design/methodology/approach The study was based on the QUESC instrument developed by Kim and Kim. A total of 346 individuals who were members of public and private fitness centers in Athens/Greece completed the questionnaires. An analysis of variance (ANOVA) test...

... to identify areas of service quality, which the service providers may improve as a means of improving their overall performance. © Emerald Group Publishing Limited 2005 Service quality assurance Electrical goods Shops Performance levels Greece Service quality exerts both direct...

... centres, e.g. the provision of individualised attention to customer concerns and requests shows more empathy than a generic auto reply. Business performance Service quality assurance Outsourcing Partnership Software tools Greece The convergence of software and ICT infrastructure towards...

... for three reasons: © Emerald Group Publishing Limited 2004 Banks Service quality assurance Perception Gender Customer satisfaction Greece Until the mid 1980s, the Greek banking system was heavily regulated in all areas of activity. The price regulation and various credit controls...

..., by the results of almost 200 questionnaires completed by spectators at two professional basketball games in Athens, Greece. The results of the questionnaire study are examined and, in conclusion, the implications and limitations of the study are discussed. Areas for further research are also suggested...