The purpose of this study was to examine the service quality and customer satisfaction of the
top 14 US airlines between 2007 to 2011 using data from the Department of Transportation …

Purpose This study aims to expose the challenges associated with theory development and
its implementation, as it relates to services marketing and hospitality management. The …

Despite the general understanding that spectator sport is a service-oriented product, sport
brand equity research has overwhelmingly relied on models pertaining to physical goods …

Since the September 11, 2001 terrorist attacks, the Iraq War, and the outbreak of SARS and
the bird flu in the Far East and Canada, the air travel industry has been severely depressed …

Internal branding is increasingly seen as a doctrine to ensure employees' delivery of the
brand promise by shaping employees' brand attitudes and behaviours. However, few …

Purpose–The price war and intense competition in Indian banking industry have exposed
banks to one of the major threat of switching. Consumers are now more price and service …

Many services are difficult to understand and communicate, and as a result, difficult to
position, differentiate, and sell. While important, understanding services as well-defined …

The undertaken study examines economic aspects of business operations of the airline
industry vis-à-vis organizational complaint handling and customer loyalty. For this purpose …

Purpose–In retail settings, customer satisfaction is generally associated with a global
evaluation of the store, ie the store image. Waiting for service is not part of the store image …

Purpose–This paper is concerned with an exploration of crises within the service sector. The
paper proposes setting out a thesis that places “management”, as both a function and a …