After investing in service quality improvement programs, firms may realize that they still face a daunting challenge: How should they persuade consumers that service has actually improved? One way of attempting to persuade consumers is to offer a service guarantee. But are guarantees credible?...

Despite the increased attention being paid to service delivery, lengthy waits for service are still common. This paper provides a conceptual and empirical examination of the effects of perceived employee action and customer prior experience, on reactions to service delays. The results of a field...

Competitive performance analysis typically relies on customer service surveys. This research highlights the importance of systematically including non‐customer input to customer service surveys. Findings indicate that perceptions of customers and non‐customers both on service importance and...

New medical technologies are adopted by practising physicians at varying rates. Thrombolytic therapy is an example of a technological advance that many physicians have seemed reluctant to employ. A random sample of board certified internists was surveyed by mail to study factors that influence...

The growth of the Internet has created an explosion of sites that seek to provide information and conduct business transactions. The service industry and especially online banking stand to gain from that development. This study, anchored in the marketing, social psychology, media, and...

Purpose – This paper explores the relationships between consumer innovativeness, self‐efficacy on the internet, internet attitudes and online banking adoption, while controlling for personal characteristics. Design/methodology/approach – The study integrates the technology acceptance model...

Examines the effects of service quality on customer satisfaction from two distinct methodological perspectives. Specifically, a study utilizing a sample of international private banking customers is conducted wherein service quality is operationalized via two distinct and well‐known measures...

Purpose – Although internet growth has allowed producers to shift control of service transactions to the customer, little research has examined the effects of this shift. The purpose of this paper is to focus on how the performance of different task types differentially affects consumer...