The first objective of the study was to identify and classify product‐related information that customers expect to receive in interpersonal encounters with employees in a given retail environment. The second objective of the study was to compare the “ability” of both service employees and...

Concerns the application of novel technology (the TEAMWORKER system) in the measurement of service quality. A performance‐only version of the SERVQUAL instrument was used as a basis, contextualized to suit the fast food industry. The study suggests that the use of computer‐aided...