Purpose – This paper aims to uncover service worker behaviours and service setting facets contributing to satisfaction/dissatisfaction during critical service encounters in the context of interpersonal services in elaborate servicescape from consumers' perspectives. Design/methodology/approach...

Managerial and Business Economics (ME/BE) aims at using quantitative and computational methods to make an efficient (ideally optimal) assignment of the scarce resources owned by firms and organizations. In the current global market, characterized by a fierce competition, an optimal use of the...

Service products being intangible and experiential in nature are different to evaluate prior to purchase and consumption. Consumers perceive risk while purchasing services and rely on various information sources to make a purchase decision. In services, personal sources of information are...