Table of contents
INTSERVQUAL – an internal adaptation of the GAP model in a large service organisation
Frederick A. Frost, Mukesh KumarExplores the extent to which the construct service quality plays in an internal marketing setting. A conceptual model known as the “Internal Service Quality Model” was designed…
16493
The role of nonverbal communication in service encounters
D.S. Sundaram, Cynthia WebsterAlthough the verbal components of service encounters have been investigated, the nonverbal aspects of employee‐customer interactions have remained virtually unexplored in the…
28071
Customer satisfaction with services: putting perceived value into the equation
Gordon H.G. McDougall, Terrence LevesqueThis research investigated the relationship between three elements – core service quality, relational service quality‐ and perceived value – and customer satisfaction and future…
51013
An exploratory study of a multi‐expectation framework for services
Jim Walker, Julie BakerAs conceptualizations of expectations in consumer evaluations continue to evolve, researchers have been exploring multiple levels of expectations in satisfaction and service…
3986
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