A review of twenty years of SERVQUAL research | Emerald Insight Books and journals Case
studies Expert Briefings Open Access Publish with us Advanced search A review of twenty years …

Since its launch in 1985, SERVQUAL has become a widely adopted technology for
measuring and managing service quality. Recently, a number of theoretical and operational …

This study explores the evolution of Marketing 4.0 and empirically examines its impact on
customer satisfaction and purchase intention. Marketing 4.0, an upgrade to the previous …

SERVQUAL, an instrument developed by Parasuraman, Zeithaml and Berry, is currently the
most popular measure of service quality. Compares these original studies with subsequent …

The consumption of sport events through direct participation can influence participants'
perception of happiness with that experiential purchase given the time and resources …

Three forces dominate the prevailing marketing environment in the service sector:
increasing competition from private players, changing and improving technologies, and …

This paper attempts to examine the relationship between service quality and customer
satisfaction in spectator sports. The relationship between these two constructs is examined …

Researchers suggest that as consumption progresses, consumers' needs change. However,
previous studies have shown few insights into the effect of service quality and satisfaction on …

Purpose The purpose of this paper is to provide researchers with an overview of the service
quality and delivery domain, focussing on the inclusion of customer co-production and …

Strategically managing spectator perceptions of service quality and understanding how
these perceptions affect value, satisfaction and behavioural intentions is very important if …