.... smoking. © Emerald Group Publishing Limited 2011 Customer service quality Sporting events Customer service management United States of America Major spectator sports constitute a large, expanding, and competitive industry. However, many sports organisations are facing resistance...

... and Mitchell, 2004). © Emerald Group Publishing Limited 2011 Electronic commerce Internet shopping Clothing Gender Customer service management United States of America The internet has become an important medium for the sale of products (Corbitt et al., 2003). About 60...

.... Passenger load factor (PLF): the number of passenger‐kilometers traveled as a percentage of the total seat‐kilometers available. PLF is a measure of profitability. © Emerald Group Publishing Limited 2010 Productivity rate Quality Profit Airlines United States of America...

... States of America Customer services quality Attitudes The practice of offshoring services has become increasingly popular by companies (Bunyaratavej et al., 2007 ; Garner and Schwartz, 2004 ; Kirkegarrd, 2004 ; Stack and Downing, 2005) because of the perceived benefits of cost...

..., are typically developed to ensure that processes are being performed correctly. © Emerald Group Publishing Limited 2010 Six sigma Service quality assurance Customer satisfaction Hotel and catering industry United States of America Delivering quality service is considered an essential...

... behaviour Hygiene Service industries SERVQUAL United States of America The concept of the physical environment as an important part of the service experience was introduced as early as the 1970s (Kotier, 1973). Kotier's research suggested there may be more to the customer's experience than...

... pickers to save more than 5 percent per item. Third, without the information that links the purchase history to each customer, a retailer is unable to conduct targeted promotion to a specific segment of customers. Customer loyalty Retailing Services marketing United States of America...

... United States of America In this study local customers were defined as individuals who reside in the focal rural tourism community year‐round as validated by residency, voter registration, and mailing address. A tourist customer is an individual who resides in this rural community for up...

... that drives consumer attitudes, then the airline industry may need to do even more than address specific areas of service failure as it is possible that perception is even worse than secondary metrics suggest. © Emerald Group Publishing Limited 2008 Airlines Consumer behaviour United States...

... United States of America Real estate services, especially during the pre‐purchase stage, involve intangible, high‐contact services in which customers have to rely primarily on experience and credence qualities (Nelson and Nelson, 1995 ; Lovelock and Gummesson, 2004). Moreover, a characteristic...

... or increase service levels, including amenities and basic service, to attract the high‐end premium passengers. It can be done but not by tacking amenities on top of poor basic service quality. Customer services quality Airlines Customer satisfaction Complaints United States of America...

... Publishing Limited 2007 Ethnic groups Banking Customer satisfaction Customer services quality Financial services United States of America Customer satisfaction and service quality. Since the early 1980s when research was begun to identify the determinants of customer...

... Electronic commerce Customer loyalty United States of America The internet provides a marketplace where buyers and sellers conduct transactions directly, interactively, and in real‐time beyond the physical limitations of traditional brick and mortar retailers (Brynjolfsson and Smith, 2000 ; Butler...

... States of America Quality in health care is one of the most serious challenges facing the USA (Nielsen et al., 2004). Economic, socio‐cultural, and political forces are now challenging managers of health care delivery organizations and the providers of health care to improve...

... of Southwest – if one is willing to invest the time, effort, and energy necessary to ensure that mission, goals, processes, policies and people are all aligned. Airlines Business development Customer services quality Job satisfaction Strategic management United States of America © Emerald Group...

... in the call center industry. © Emerald Group Publishing Limited 2006 Customer services quality Call centres Demand management United States of America A call center is typically defined as a voice operations center that interfaces with the customer in a variety of ways from customer...

... (for example, Schlesinger and Heskett, 1991 ; Schneider and Bowen, 1999 ; Schneider et al., 1998), other research offers contradictory findings. © Emerald Group Publishing Limited 2006 Job satisfaction Customer satisfaction Business performance United States of America...

... 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...

... and is an excellent tool for managers deciding on which innovations to implement. Innovation Service industries Hospitality services United States of America Customization Another example of innovation in hotel services is the use of information technology. One study determined which of the recent...

... and the higher amenity level of the traditional carriers. © Emerald Group Publishing Limited 2005 Airlines Quality Strategic management United States of America Since US airline deregulation over 200 carriers have started‐up and failed, most while attempting to emulate the low‐cost...