Table of contents
Category‐specific RECIPEs for internet retailing quality
Julie E. FrancisLimited attention has been given to the stability of the dimensions of quality across different types of internet retailing. This study aims to identify four distinct categories…
Consumer reaction to service failure and recovery: the moderating role of attitude toward complaining
Celso Augusto de Matos, Carlos Alberto Vargas Rossi, Ricardo Teixeira Veiga, Valter Afonso VieiraThe paper seeks to investigate, in a context of service failure and recovery, how consumer satisfaction is affected by problem severity and company responsiveness, how…
Do services marketers' success measures match their strategies?
Michael T. Manion, Joseph CherianThe paper seeks to show that the strategic types of service marketers (e.g. Prospectors, Defenders or Analyzers) match the types of success measures that they use to evaluate new…
Push, scream, or leave: how do consumers cope with crowded retail stores?
Anita WhitingThe paper examines coping strategies that consumers use within crowded retail stores. Specifically, this study explores and identifies coping strategies that consumers use…
Key determinants of real estate service quality among renters and buyers
Sven TuzovicThe purpose of this study is to compare quality perceptions of virtual servicescapes and physical service encounters among buyers and renters of real estate.
Managing adoption barriers in integrated banking services
Jonathan Lee, Maureen Morrin, Janghyuk LeeService organizations such as retail banks are attempting to increase their customers' lifetime value through the introduction of service innovations such as integrated banking…
Using atmospheric elements in service retailing: understanding the bar environment
Rollo A.S. Grayson, Lisa S. McNeillIn retail environments, the atmosphere communicates to consumers through non‐verbal channels, impacting on their beliefs about a product, a service or the way in which a service…
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum