Table of contents
Service quality in a retail channel system
W. Glynn Mangold, David J. FauldsFocuses on quality service issues as they relate to channel retailsystems, providing insights into the type of channel systems rewardsthat are given to distributors that produce…
An exploratory investigation of consumer decision making in the service sector
L.W. Turley, Ronald P. LeBlancExplores the set of service firms actually considered by consumersfor a purchase (the evoked set), the ratio of the evoked set to thetotal number of service providers, the number…
Determinants of success in service industries: a PIMS‐based empirical investigation
Sundar G. Bharadwaji, Anil MenonAttempts to determine the key strategic variables that lead tosuperior financial as well as competitive performance. Investigates theeffects of strategic variables on service…
Mood and the service customer: review and propositions
Patricia A. Knowles, Stephen J. Grove, Gregory M. PickettExamines the role of the mood state that one brings to a serviceencounter and its effect on behaviour. Provides a broad overview of bothmood effect and service encounter…
Psychographic and lifestyle antecedents of service quality expectations: a segmentation approach
Anne Marie Thompson, Peter F. KaminskiReports in a segmentation study conducted to determine whetherconsumer‐based variables such as activities, interests and opinionscould be used to segment markets based on service…
ISSN:
0887-6045Online date, start – end:
1987Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr Rebekah Russell-Bennett
- Dr. Mark Rosenbaum