Banks and other financial services providers are increasingly developing service quality initiatives. In this article some of the research literature on service quality is considered to include definitions, determinants and measurement of quality. Attention is also given to research applications...

The focus of this article is the perspective of customer contact‐employees on service failure and service recovery. Data were collected, using a critical incident methodology, from a sample of font‐line employees in UK theme parks. They described service failures and subsequent service...