Purpose – The purpose of this paper is to investigate customers’ satisfaction associated with mobile phone services in Jordan. The American Customer Satisfaction Index (ACSI) model is used as the framework to examine the causal relationships among customer expectations, perceived quality,...

Studies customer relationships in professional services. A framework is proposed for managing professional service relationships in a way that creates value for both parties of the relationship. Furthermore, through the framework the marketer is able to discover also those customer needs that...

Argues that 99.9 per cent quality is not enough. Especially in products in which the safety of the consumer is at stake, the only acceptable level of quality is total. Consumers are also requiring products to be easy to use. An increasing number of companies are beginning to realize this is not...

Purpose ‐ The aim of this article is to identify the stakeholders’ attitudes, values and feelings on destination development in the framework of creative tourism. Design/methodology/approach ‐ The research questions focus on tourist participation, innovative partnership, guest‐host...

Purpose – The purpose of this paper is to survey climate change impacts on winter sport tourists' activity and destination choice, to estimate shifts in customer demand and to provide recommendations and decision support for destination management. Design/methodology/approach – A total of...

Purpose – The purpose of this study is to investigate the information search behavior of visitors according to various socio‐demographic and travel‐related variables regarded as a criterion for market segmentation. Design/methodology/approach – The data were based on a survey carried out...

Purpose – This study aims to investigate the impact of news shocks on the growth rate of German and British tourist arrivals in Turkey. Design/methodology/approach – This research utilizes GARCH as a detection device to distinguish the sensitivity of German and British tourists to news...

Purpose – The purpose of this paper is to focus on the influence of purchase intentions on repurchase decisions, and also to examine the moderating effects of reference groups and perceived risks. Design/methodology/approach – The travelers on Taiwan tourist trains were surveyed. Convenience...

Purpose – The purpose of this paper is to explore and compare the benefits sought by three different types of wellness tourists: beauty spa, lifestyle resort, and spiritual retreat visitors. Design/methodology/approach – Based on the findings from 27 semi‐structured interviews with...