This paper aims to investigate the differences in the consumers’ response toward service failure incidents in different service categories. Additionally, it also examines in what ways customers assign responsibility to dissatisfying service outcome. A survey was conducted among 240 customers...

The concept of service convenience has received substantial attention in services marketing literature. Nevertheless, little is known about the relationship between service convenience and service loyalty when consumer characteristics act as moderators. This study aims to investigate these...

Purpose This study aims to focus on assessing the psychometric properties necessary to validate the internal structure of the TOURQUAL scale. Design/methodology/approach A quantitative research study was conducted in collaboration with the Brazilian Network of Tourism Observatories, comprising...