Purpose – Restaurant operators can process a greater number of customers and increase revenues by reducing service encounter duration during high demand periods. Actions taken to reduce duration may be experienced by customers as an increase in the pace of the service encounter. While...

Purpose – Customer feedback can help to identify problem areas and strengths, and generate ideas for service improvements. Most feedback is given to frontline employees directly rather than submitted through formal channels. UZnfortunately, employees tend to be reluctant to report such...

Purpose – The paper proposes introducing a new antecedent to service recovery – that is customers' choice over some components of the service delivery process. The authors also examined the interactive effects of tangible compensation and apology on perceived fairness in a context of...

Purpose – The purpose of this paper is to examine cognitive and affective antecedents and consequences of satisfaction in the context of hedonic services. Design/methodology/approach – Two studies were conducted using hedonic services. The study sample was composed of 400 visitors to two...