Auf dem Weg in die so genannte „Dienstleistungsgesellschaft “weisen zahlreiche Aspekte
auf die Relevanz einer gesonderten Betrachtung von Dienstleistungen hin. Die Zahl an …

Originally the exclusive preserve of the private sector, the mystery shopper technique is
increasingly being used in the public sector. In the wake of the reforms to modernise the …

COVID-19 has undeniably impacted the retail industry sectors; we are now witnessing the
emergence of a large body of research on the effects of the pandemic in retailing. However …

Energy retrofits in households are an important means of reducing energy consumption and
mitigating climate change. However, energy retrofit rates have generally been lower than …

Considers the role of non‐verbal communication in consumers' evaluation of service
encounters. Non‐verbal communication has been extensively studied in the psychology and …

Research on how vulnerable consumers navigate various marketplaces and service
interactions, developing specific consumer skills in order to empower themselves during …

Purpose Quality in foodservices has become essential, and new methodological ways of
determining service quality enable a better representation of service processes and help to …

This paper presents a synthesis of the work in the psychology and anthropology disciplines
concerning nonverbal behaviour and applies this knowledge to the understanding and …

Integrating two theoretical frameworks, the product level theory and the experience economy
model, this research analyzed and compared robotic technology applications and customer …

There is a growing body of research on the experience of visitors to winery tasting rooms,
and their expectations and satisfaction. This overview uses qualitative research in Australia …