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...

The specific objectives of this research were to gain an understanding of the causes of advertiser account switches in New Zealand and Singapore and compare these results with Michell’s USA and UK studies. The main finding of this study is the reasons for broken agency‐client relationships...

Discusses the findings of a study in which 309 service encounters between customers and customer‐contact personnel in service businesses and retail stores were unobtrusively observed, to measure the occurrence of selected service behaviors (i.e. mostly interpersonal behaviors such as smiling,...

The importance of service quality as an indicator of customer satisfaction and organisational performance is widely acknowledged and has led to a major research thrust which has focused on a number of industries within the service sector. Some of the research relating to defining and measuring...

Intensifying competition and increasing customer expectations have created a climate where “quality” is considered to be a major strategic variable for improving customer satisfaction and thus the profitability of financial service providers. Four distinguishing characteristics of services...

Focuses on the perceptions held by organisational clients of the legal advice provided by their primary law firms. Previous work on service quality has been dominated by studies in consumer services and has been primarily outside the professional service context which is examined here. Empirical...

Considers the more recent literature concerning the measurement of service quality, and questions whether there has been real research progression.

Reviews a book focused on green marketing management, weak on its logistical implications; and a journal article looking at service quality in the transportation industry.

Purpose – The purpose of this paper is to identify service quality dimensions that could enhance the level of services provided by a variety of carriers and rank them, accordingly. Design/methodology/approach – This research aims to identify service quality dimensions that could enhance the...

Purpose – The purpose of this study is to explore how the adoption of an internal marketing (IM) programme in a retail banking setting enhances some positive employee behaviours that promote customer perceived service quality. Design/methodology/approach – A multilevel research design is...