The success ful management of frontli ne staff is important for service organisations as customers often make evaluative judgements of the service encounter through interactions with these staff. The behaviour and attitude of these frontline staff therefore play a fundamental part in this...

This paper examines the impact of service orientation (SO) on relationship quality, and its consequences for consumer behaviour in the travel industry. Specifically consumers' positive behavioural intentions, perceptions of switching costs, and consumer activism are examined as consequences of...

This paper examines the effect of service orientation on a metaconstruct of relationship quality comprising of three dimensions; satisfac tion, trust and commitment, within the travel industry. The impact of these three dimensions on consumer behaviour is also explored, specifically consumer...

Regression testing assures the quality of modified service-oriented business applications against unintended changes. However, a typical regression test suite is large in size. Earlier execution of those test cases that may detect failures is attractive. Many existing prioritization techniques...

This paper examines relationship quality as a multidimensional metaconstruct comprising three dimensions; satisfaction, trust and commitment. The role of relationship quality in its nomological network with service orientation as an antecedent construct and consumers? positive behavioural...