Table of contents
Effects of airline bankruptcies: an event study
Rama K. Jayanti, S.V. JayantiThe purpose of this paper is to explore the influence of bankruptcies on the market share effects of rival firms in the airline industry.
Are TQM practices supporting customer satisfaction and service quality?
Keng‐Boon Ooi, Binshan Lin, Boon‐In Tan, Alain Yee‐Loong ChongThe purpose of this paper is to examine the relationship between total quality management (TQM) practices and customer satisfaction and also to investigate the association between…
The consumer anger phenomena: causes and consequences
Venessa FunchesThe purpose of this paper is to explore consumer anger phenomena.
A cross‐cultural comparison of perceived informational fairness with service failure explanations
Chen‐ya Wang, Anna S. MattilaThe purpose of this paper is to examine the impact of culture (Western versus East Asian) on customers' perceived informational fairness of several types of failure explanations …
Too much of a good thing: curvilinear effects in the evaluation of services and the mediating role of trust
Pavlos A. Vlachos, Adam P. Vrechopoulos, K. PramatariThe satisfaction‐trust paradigm has been recently criticized regarding its ability to deliver positive consumer behavioral outcomes. This study aims to argue that – amongst others…
Common mistakes in designing and implementing service guarantees
Rod McColl, Jan MattssonThe purpose of this paper is to explore companies' experiences in designing and implementing service guarantees.
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