Purpose – The purpose of this study is to examine consumer perceptions of their shopping experience in a retail environment. Design/methodology/approach – Based on the literature, a model of relationship strength is developed and empirically tested with a sample of consumers in a chain...

Meeting sizing needs in today's clothing is an important aspect of customer satisfaction. Based on the critical incident and grounded theory techniques, data from focus groups with parents are analysed to establish consumer satisfaction/dissatisfaction with children's garment sizing. While...

Purpose – This paper aims to explore the different forms of other customers' influence in various service settings. Design/methodology/approach – The critical incident technique (CIT) method was used to collect and analyze the data. A total of 142 critical incidents involving other...

Purpose – The purpose of this paper is to present the challenges encountered when conducting qualitative research in foodservice operations and to discuss the strategies to overcome the identified challenges. Design/methodology/approach – The researchers conducted food safety observations,...

Purpose – The aim of this paper is to investigate how the distinction between contact and non‐contact activities influences the design of service delivery systems and to identify key design decisions for structuring front office and back office work. Design/methodology/approach – Building...

Purpose – The purpose of this research is to examine how service enablers such as resource management and human resource management practices, identified in prior research as vital, influence both conformance quality and productivity performance. The paper also aims to study how the level of...

Purpose – To present the empirical findings of two qualitative studies of Estonian consumers and how they interpret and perceive retail service quality. Design/methodology/approach – The two qualitative techniques were critical incident technique (CIT) and focus groups. For the CIT study, an...

Purpose – The purpose of this paper is to investigate bank customers' attitudes toward various bank services. Design/methodology/approach – The design includes a survey, which looked into determinants of customer satisfaction in the retail‐banking sector in the Middle East, with particular...

Purpose – Effective retail environments are crucial for customer acquisition and retention. However, the environment behaviour relationship is complex and producing the ideal design is difficult. Whilst substantial research reports the affects of specific design components, studies...