This article focuses on the effectiveness of the service delivery system (SDS) and re-examines its influence on customers' perceived service quality. In this study, the influence of four specific indicators of the SDS' effectiveness (namely front line employees' role performance, their...

Marketing strategies for brands have shifted its focus on relationships and value creation that directly links to brand loyalty, is the main focus of this paper and two key factors: brand experience and brand commitment, within automotive sector, are investigated to examine relative...