Purpose – The aim of this paper is to contribute to the understanding of backpackers’s evaluation of service quality provided by hostels by developing a battery of items to assess perceptions of the overall hostel experience. Design/methodology/approach – Scale development took a mixed...

This study investigated the viability of using a Pan‐European approach for professional service offerings in Europe by first establishing measurement equivalence and then exploring the influence of culture on service quality and customer satisfaction. Utilizing scenarios involving a dental...

Purpose This paper analyzes previously unmeasured effects of a response to a service incident called "benevolent" within the customer -firm relationship. Design/methodology/approach A questionnaire was administered to telecommunication customers in a Western European country, and the model was...