Advances in technology coupled with increasing labour costs have caused service firms to explore self-service delivery options. Although some studies have focused on self-service and use of technology in service delivery, few have explored the role of service quality in consumer evaluation of...

Using a configuration theory approach, this paper conducts a comparative study between frontline employees in phone and face-to-face service encounters for a retail bank. The study compares the top performers in service quality in relation to three components of organizational commitment and...

While there is considerable research on environmental performance of countries, there is very little that focuses on environmental health as a component of environmental performance and how environmental health is affected by national culture and human development. This study proposes and...