...., 2001). Rural tourism can also aid transitioning rural communities by providing more diverse economic/ development options (Davis and Morais, 2004). © Emerald Group Publishing Limited 2009 Tourism Rural areas Customer satisfaction Retail service industries Customer services quality...

... the provider listened. © Emerald Group Publishing Limited 2007 Retail service industries Listening Mystery shoppers Communication Each party to a service encounter assumes a role (Solomon et al., 1985). In these roles, listening is a form of nonverbal communication whereby...

... measurements were used, analogous to the study by Gardner et al. (1998) . The descriptive statistics and measurement items can be found in Table I . © Emerald Group Publishing Limited 2005 Retail service industries Food products Electronic commerce Customer satisfaction Service...