Purpose – The purpose of this paper is to review the evolution and development of customer service performance measures in the electricity sector since privatization in 1989, and then examine the impact of a specific recent energy regulatory requirement (known as information and incentives...

Purpose – To help fast‐food restaurants enhance their competitiveness and then increase their market share, the purpose of this paper is to measure the service performances of fast‐food restaurant franchises in the USA and identify salient factors influencing the service performances of...

Purpose – The purpose of this paper is threefold: first, to evaluate how the service process of the market leader differs from the other actors’ processes and whether the service process explains the success of the market leader; second, to identify the success factors of the service...