Purpose Since banks do not sell tangible products, they rely heavily on customer interactions and retention, which requires service quality, customer satisfaction and customer loyalty. Banks must innovate and develop new services and expand customer engagement efforts beyond stores, kiosks,...

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places...

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places...

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places...

Purpose Hotels provide high-quality guest experiences to generate perceived value for money (PVM), positively influencing word-of-mouth (WOM) and electronic word-of-mouth (eWOM) communication. This study aims to (1) verify the impacts of the perceived quality by the guests about their...

It is evident that inducing visitors to revisit the tourist destinations and resorts, where they stay, is an important way of smoothening out revenue generation for tourism firms rather than attracting new tourists using costly advertisement and marketing strategies. This revelation has paved...

Hotels have become an important aspect of a destination. It is therefore necessary to carry out evaluation of various studies and underpinning concept of quality models used in creating and sustaining leading service culture in hotels. This paper seeks to evaluate some of these expert frameworks...

Service quality become a focus by all company, including banks, to maintain its customer. Improving service quality is crucial for banks to deliver an outstanding customer experience. It is believed that customer satisfaction can be achieved only if customer experienced service that meet or...

Abstract Obtaining quality is a difficult issue, especially in the field of services where, besides other factors, the consumer’s behavior also intervenes. Providing a good quality service implies both the ability to have control of the activity at any time and the ability to solve the special...

Customer satisfaction is an important indicator in determining the future coordinates of any entrepreneurial activity, be it company, institution or non-governmental organization. Our research is performed in the public hospital units from Alba County. The purpose of this paper is to identify an...