Table of contents
Service failure and loyalty: an exploratory empirical study of airline customers
David Bejou, Adrian PalmerThere has been considerable analysis of buyer‐seller relationship development within the services sector. While a lot of attention has been given to the processes by which…
13587
Source expertise versus experience effects in hospital advertising
Karin Braunsberger, James M. MunchPrevious research concerning relevant source characteristics has often confounded source expertise and source experience. This study examines whether these two source attributes…
2113
Drivers of market orientation and performance in service firms
Marsha Van Egeren, Stephen O’ConnorService industries are undeniably important in the USA. They account for 72 percent of GNP and 76 percent of employment. In recent years, service firms have been experiencing a…
3511
Services quality and satisfaction:
John E. Swan, Michael R. BowersContemporary research on service quality and satisfaction has limitations. First, current satisfaction models treat the consumer as an isolated individual, not considering the…
7074
ISSN:
0887-6045e-ISSN:
2054-1651ISSN-L:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Professor Kristina Heinonen
- Professor Mark Rosenbaum