Purpose – This paper aims to uncover service worker behaviours and service setting facets contributing to satisfaction/dissatisfaction during critical service encounters in the context of interpersonal services in elaborate servicescape from consumers' perspectives. Design/methodology/approach...

Managerial and Business Economics (ME/BE) aims at using quantitative and computational methods to make an efficient (ideally optimal) assignment of the scarce resources owned by firms and organizations. In the current global market, characterized by a fierce competition, an optimal use of the...