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...

In anticipation of rapid growth, the passenger car market in India is crowded with 18companies trying to establish themselves. Most companies have joint ventures with Indianpartners and have entered the market in the last two years. The number of new entrants over anarrow time window of two...