The conceptualization and assessment of service quality continues to play an important role in marketing for both academics and practitioners alike. This study extends the service quality literature by utilizing semi‐structured depth interviews with 58 online shoppers to uncover key aspects of...

Attempts to highlight differences among market segments of dental care customers in terms of the various attributes that determine which dental practitioner they patronize. The market segments are defined based on usage rate. Data were collected from a nationwide sample of 460 consumers in the...

This study utilizes unique field data from a major quick-service restaurant chain to investigate the longitudinal interplay of objective service performance, perceived service quality, and actual purchase amount in the context of an upward product line extension. Results indicate that objective...