... aged 17 to 20 years was recruited in Laiwu, Shandong, a medium-sized city in China. They were asked to report experiences that could illustrate good and bad banking services. They were also asked to recall bank marketing promotions. Findings Participants’ perceived service quality of banks...

... Group Publishing Limited 2011 Individual perception User satisfaction Image congruence Confirmation bias Service quality Word‐of‐mouth Young adults Body language The percentage of young adults in the service workforce is increasing (Behrens, 2009). Notably, more than one‐third...

... perceptions are demonstrated to explain some of the differences in the online shopping behaviors and service quality perceptions. The managers of online stores in China could segment young Chinese consumers based on this conceptual background. Originality/value The online shopping environment in China...