The former Soviet Bloc countries are faced with the challenge of switching from a command economy to a free market oriented one. Coping with the turbulence of changes largely depends on whether the people involved wish and are able to break with their old attitudes and behaviour. Naturally, the...

Conceptualization and measurement of service quality perceptions have been the most debated and controversial topics in the services marketing literature to date. The current paper analyzes the main debates about how to conceptualize service quality — about the nature of perceived service...

The former Soviet Bloc countries are faced with the challenge of switching from a command economy to a free market oriented one. Coping with the turbulence of changes largely depends on whether the people involved wish and are able to break with their old attitudes and behaviour. Naturally, the...

Conceptualization and measurement of service quality perceptions have been the most debated and controversial topics in the services marketing literature to date. The current paper analyzes the main debates about how to conceptualize service quality - about the nature of perceived service...