...’ expectations and his or her perception of the actual session. Business education Higher education Service quality Students Teachers The interest in the aspects of teaching and learning in higher education institutions (HEIs) dates back to the 1950s. Students, especially those who finance...

... 1995 Corporate culture Customer service Retail trade Service quality A few weeks ago I went to our local branch of the Do It All do‐it‐yourself chain. At the entrance, a smart man wearing the company uniform smiled and said “Good morning, sir”. The last time I received...

...Barbara R. Lewis Concerned with customer service/quality in service sector organizations, reviews some of the core literature in which service quality is defined and its determinants are identified. Follows with some examples of research completed in the Manchester School of Management which focus...