Purpose: This paper aims to explore the evolution of the service environment literature and speculates about future research in this area. This paper focuses on studies regarding how the interior and exterior environments of physical service settings (including retail stores) influence consumer...

As conceptualizations of expectations in consumer evaluations continue to evolve, researchers have been exploring multiple levels of expectations in satisfaction and service quality evaluations. In 1993 Zeithaml, Berry and Parasuraman proposed that consumers use both desired and adequate...

Purpose – This paper aims to explore the mother–adolescent daughter shopping trip to better understand the experiences and process that occur during these shopping trips. Adolescent girls and their mothers are an important shopping companion pair that has received minimal study....

Offering higher quality is a strategy which has been demonstrated to be instrumental in improving performance for many firms. Retail service customers, at the decision‐making stage, tend to form expectations about the service quality they will receive from cues which are available to them....