International Journal of Service Industry Management: Volume 7 Issue 5

Quality perceptions in the financial services sector: The potential impact of internal marketing

Christo Boshoff, Madéle Tait

Argues that one theme that has emerged consistently in the recent services marketing literature is the importance of frontline employees in service delivery. The internal…

Service recovery: its value and limitations as a retail strategy

Stephen W. Brown, Deborah L. Cowles, Tracy L. Tuten

Contributes to a growing body of service recovery knowledge by examining the impact of service recovery as a relationship tool, in addition to its well‐accepted role as a means to…

Managing perceptions of waiting times in service queues

Peter Jones, Emma Peppiatt

Investigates the extent to which there is a gap between customers’ perception of waiting time compared with the actual waiting time and, whether this gap could be reduced. Maister…

The satisfaction and retention of frontline employees: A customer satisfaction measurement approach

Roland T. Rust, Greg L. Stewart, Heather Miller, Debbie Pielack

Argues that employee turnover is highest among employees who are not satisfied with their jobs. Because qualified employees are becoming more scarce and difficult to retain…