This current research focuses on developing and testing a measurement model of website
quality for Small and Medium-sized Enterprises (SMEs). This study applied Hinkin's scale …

Abstract Service process performance of an organization should be measured continuously
to achieve competitive advantage and this is possible through providing excellent service by …

Robots or frontline employees? Exploring customers’ attributions of responsibility and
stability after service failure or success | Emerald Insight Books and journals Case studies …

Even though considerable attention has been given to the polarity of words (positive and
negative) and the creation of large polarity lexicons, research in emotion analysis has had to …

The emergence of new forms of banking channels such as Internet banking, Automated
Teller Machines (ATM), phone banking and also maturing financial market and global …

This article investigates the specific experience of anger and dissatisfaction and their effects
on customers' behavioral responses to failed service encounters across industries. Study 1 …

Consumers' appraisals of brand-related stimuli originating from both marketer-and non-
marketer-controlled sources of information may evoke negative emotional reactions toward …

In this paper, we show how sentiment analysis can be used in tandem with effective
visualizations to quantify and track emotions in mail and books. We study a number of …

When they experience service failures, customers look for causes. They seek to understand
whether the service firm could have prevented the failure (controllability attribution) and …

Purpose–This research paper aims to identify dimensions of patient‐perceived total quality
service (TQS) in the healthcare sector. Further, the impact of the dimensions of patient …