This study examines the relative impact of physical surroundings and customer-employee
interactions on customers' emotions and satisfaction. A field study was conducted in an …

Abstract Service recovery has attracted serious research attention in the recent past.
Purpose of this paper is to review service recovery research, classify research articles …

The aim of this research is to analyze links between customer-based brand equity and
customer engagement in the field of experiential services (eg, private health clinics)—taking …

Customers and employees from different cultures are increasingly interacting with each
other. However, there is little research in this area and it focuses mostly on the customers' …

This study aims to examine if service quality dimensions can predict spectators' behavioural
intentions in the context of professional soccer in Greece. Data collected from two hundred …

Purpose–This study seeks to examine the moderating role of team identification regarding
the relationship between service quality and repurchase intentions among spectators of …

In order to attain a sustainable competitive advantage, airports should strive to enhance
multicultural passenger satisfaction through the provision of high quality services. The …

Organic and green food is a growing sector globally, including in emerging economies such
as India and China. Developing the organic food retail sector in emerging markets requires …

Purpose–The purpose of this paper is to examine the relationships among the core product
quality (team characteristics and player performance), emotion (anxiety, anger, dejection …

The relatively service-driven restaurant industry is becoming more important in generating
income for many Asian countries and hence the service performance of the restaurants must …