... of the emotional effects of atmosphere in tourist attractions. Furthermore, Wakefield and Blodgett (1999 , p. 53) observe: “Aspects of the design and decor of the physical facilities as well as ambient factors are likely to influence customer perceptions and feelings, but have not been incorporated in service...

... 2006 Shopping Hispanics Perception Retailers United States of America Brand identity One of the most common metaphors in marketing is the “brand as person”, the personification metaphor (Hanby, 1999). The challenges of organizational branding differ in many ways from those...

..., everything is deemed a service. Services Services marketing Perception An ongoing burning issue in the scientific services literature is the question of how to differentiate services from goods. This is a question that has been brought up again and again for decades, and debates...

... in customer‐perceived service quality. Originality/value The paper contributes to widening the scope of service quality by focusing on dimensions beyond cognitive assessment. © Emerald Group Publishing Limited 2005 Customer service management Customers Perception Consumer behaviour...

... literature is reviewed to give relevance to the survey. Data for the study was collected via a well‐structured questionnaire, analysed, and perception‐expectation gap scores evaluated. Reveals that the service offered at Port Harcourt had a favorable influence on actual perceptions of quality of service...

...) and following one of the more traditional perspectives (Monroe, 1990), perceived value has been defined as “the consumer's overall assessment of the utility of a product based on perceptions on what is received and what is given” (Zeithaml, 1988 , p. 14). In other words, value has been seen as the trade‐off...

... of customer‐club members do not perceive their membership as adding value or contributing to higher commitment and improved loyalty. Nevertheless, there are differences between non‐members and members regarding their perceptions of the service provider. The target group of club members has significantly...

...Charalambos Spathis; Eugenia Petridou; Niki Glaveli This paper discusses the service quality of Greek banks on the basis of their customers’ perceptions, and analyses how gender differences affect customers’ perceptions of service quality dimensions such as effectiveness and assurance, access...

... developments and their adoption in the hospitality industry have provided numerous opportunities and challenges. This paper examines the perceptions of international hotel managers on the adoption of technology in their hotels. The results emphasise the growing demand of hotel customers for various technology...

.... It will also take a willingness on the part of researchers to both examine the existing literature and to “test” their own beliefs for progress to be made. What follows are one man’s rambling perceptions of what we might want to know about service quality. The hope is that interests will be whetted...

... the simultaneous consideration of the service provider’s and service receiver’s perspectives. Furthermore, it also demands the consideration of both the service provider’s and the service receiver’s expectations and perceptions in a service encounter. The theoretical contribution is a generic conceptual framework...

... on the original SERVQUAL methodology and took the form of a 22‐item self‐completion questionnaire. Students completed a questionnaire immediately after their visit, and again one month later after they had returned home. For each item respondents were asked to rate their perceptions of the dimensions listed...

... Limited 2002 Consumer behaviour Service quality Perception Hotels It has been suggested that service quality has a direct effect on organizations’ profits, since it is positively related with customer retention and with customer loyalty (Baker and Crompton, 2000; Zeithaml and Bitner...

... and a recovery scale. Four dimensions – efficiency, reliability, fulfillment, and privacy – form the core e‐SQ scale that can be used to measure customer perceptions of service quality. These dimensions and their definitions are: 1. (1) Efficiency refers to the ability of the customers to get...

... to improve both process management and strategic planning in North Lanarkshire Council. Expectations, perceptions and gap scores are compared and their significance interpreted. As a whole, the public sector has been identified as more reluctant to embrace quality approaches such as Total Quality...