The use of comment cards is a very popular method for obtaining customer feedback in the hospitality industry. An investigation was made regarding the current status of comment card usage in hotel‐restaurants offering high quality, Sunday champagne buffets, in Las Vegas, Nevada, USA. Cards...

The service sector of the American economy is expanding very rapidly at a greater than 6 per cent annual growth rate during the 1984‐88 period. The extraordinary growth of the service sector in the last two decades has focused attention on the challenges of effective management of service...

This exploratory study was designed to determine whether the retail service quality scale could be validated in a discount retail setting in the USA and Korea. Two convenience samples of US and Korean college students provided the data for the study. A multisample analysis supported that the...

Examines the differences between consumers′ expectations and perceptions of service quality they received when shopping apparel specialty stores. Also takes into account consumer demographic characteristics. Utilizes SERVQUAL scale and methodology developed by Parasuraman et al ., (1991)....