Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer
Satisfaction, this is the definitive text on the meaning, causes, and consequences of …

The relationship between attribute-level performance, overall satisfaction, and repurchase
intentions is of critical importance to managers and generally has been conceptualized as …

The service concept plays a key role in service design and development. But while the term
is used frequently in the service design and new service development literature, surprisingly …

We have designed this book to support courses in consumer behaviour at Master's level. It is
also suited to more advanced teaching at first-degree level. Our intended audience is those …

The paper proposes a framework for analysis of quality in sport services from the
perspective of (a) targets of quality,(b) standards of quality, and (c) evaluators of quality. It is …

This paper contends that complaint management should result in customer satisfaction but
more importantly it should lead to operational improvement and improved financial …

Abstract Service recovery has attracted serious research attention in the recent past.
Purpose of this paper is to review service recovery research, classify research articles …

Service recovery is an important means of satisfying customers after a failure has occurred.
Yet there seems to be some confusion about how to go about effecting a recovery and only …

Business is moving online, not as a matter of choice, but as a matter of necessity. The use of
the Internet as a channel for commerce and information presents an opportunity for business …

Failure to consistently deliver promises is a likely outcome for high contact services. While
many organizations create blueprints to recover from service failures, these tend to focus on …