Service quality has been viewed as a determinant of customer satisfaction. Different dimensions of service quality have been considered by various researchers. This study identifies components of service quality of Indian Railways at railway platforms. The study is exploratory in nature and uses factor analysis to identify the most important factors of customer satisfaction with service quality...

this research offers a comprehensive model to investigate the relationships between services quality, hedonic affect, perceived value and behavioral intentions. the purpose of this study is to build a broader understanding of the determinants of customer satisfaction and behavioral intentions throughout the restaurant services by incorporating the perceptions of hedonic affect in service delive...

this study examined the effect of service quality and satisfaction on customer loyalty in sport clubs of tehran city. the study was descriptive-correlation which was conducted as a field study. the statistical population consisted of customers who attended bodybuilding, fitness and aerobics sport clubs for at least 6 months in tehran. 5 districts (out of 22) of tehran city were selected by clus...

Customer retention is the key issue in the organizations facing the problem of customer impatience. Firms are employing a number o f customer retention strategies to sustain their businesses. An impatient customer (due to reneging) may be convinced to stay in service system for his service by utilizing certain convincing mechanisms. Such customers are termed as retained customers. Queuing with ...

Discrimination against minorities in the work place is a complex phenomenon that has several labor market effects as well as a rich variety of causes. One such cause of discriminatory practices against minority workers is customer-based discrimination. This occurs when prejudice leads individuals to prefer commercial interactions with certain groups of workers over others. Under customer-based ...

This research aims to explore the effect of e-service quality on customer satisfaction and loyalty. Especially, the current paper focuses on customer perceptions and reactions to the tangible factors of e-service quality in the Business-to-Customer (B2C) area. This tangible eservice quality includes web design esthetics, ease of use, virtual tour, and visualization. In addition, intangible e-se...

Knowing how to handle angry customers following a service failure is an important aspect of a service provider’s work role. This paper presents a conceptual framework to help marketing academics and managers better understand: (1) how customer anger is provoked by a service failure; and (2) how customer anger may be reduced through using specific service recovery attempts by service providers. ...

The purpose of this study was to develop the yet limited empirical knowledge on the intensity of customer interaction and on specific customer roles in service innovation processes. An empirical study of twelve (12) business service innovation projects was conducted in cleaning and security, financial, and ICT services. Overall, direct customer interaction in service development can be characte...

Advancements in information technology have changed the way customers experience a service encounter and their relationship with service providers. Especially technology-based self-service channels have found their way into the 21 century service economy. While research embraces these channels for their cost-efficiency, it has not examined whether a shift from personal to self-service affects c...