... 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...

.... © Emerald Group Publishing Limited 2008 Customer satisfaction Customer loyalty Passenger transport Buyer‐seller relationships Greece Services are by their very nature intangible and thus their assessment and subsequent evaluation cannot be achieved prior to their consumption...

... parameters of acceptance for new fast moving consumer goods in Greece. In addition, quality and price have often been described in the literature as explanatory factors of various variables. In this study, the basic point of interest is the definition of a new product's acceptance by investigating...

..., respectively, and the value functions Y^* and X_i^* are normalized in the interval [0,100]. Internet Quality management Customer satisfaction Greece Internet access services are a rapidly growing business sector worldwide...

... Customer satisfaction Hospitals Greece Porter (1985) suggested that a competitive advantage exists when an organisation maintains an edge over its rivals in retaining customers and in positioning itself to take advantage of environmental changes. Under these circumstances, successful service...

... 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...

... satisfaction increase loyalty, decrease 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. SERVQUAL Customer satisfaction Customer loyalty Insurance Greece Companies use...

... highlight the role of service quality in bank selection for mortgages and further development of long‐term relationships. © Emerald Group Publishing Limited 2006 Customer services quality Banks Loans Mortgage companies Buying behaviour Greece During the last decade, marketing science...

... alignment Business performance Greece In a turbulent environment of continuous change and increasing complexity the core of business strategy should be sought not only in product/service structure and market positioning, but also in the dynamic behavior of business processes (BPs) which...

... 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...

... 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...

... Electrical goods Shops Performance levels Greece Competition in the retailing sector is acknowledged as increasingly intense leading, in turn, to increased concentration in the sector worldwide (Bell et al., 1997 ; Jones and Doucet, 2000). Retail competition is a multi‐faceted phenomenon...

... Outsourcing Partnership Software tools Greece The convergence of software and ICT infrastructure towards an Internet centric environment has enabled the Application Service Provider (ASP) concept to emerge. ASPs offer a new proposition to businesses moving away from a product‐based approach...

... 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 imposed by the government created a system in which competition was almost unknown...

..., 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...