Service encounter conceptualisation: employees' service behaviours and customers' service quality perceptions

Al Hammadi, Mohamed, "Examining the Differences in After-Sale Service Quality Perceptions between Managers and Customers in the Automobile Industry and Their Impact on

The associated objectives were to develop a theoretical model to (i) assess online shopping customers’ perceptions of electronic service quality, (ii) illustrate the effect

customers by improving electronic service quality, it improves and creates service satisfaction and fulfils customers’ expectation that can create high perceived

Purpose : Using the Malcolm Baldrige National Quality Award (MBNQA) criteria, this study compares perceptions of Malaysian hotel quality managers (HQMs) and employees on

FAs did not voice the same perceptions of relationship quality attributes as customers, contrary to service literature suggesting that FLEs assess customer perceptions

perceptions towards service quality delivered by ASNB especially at the Main counter,. which means that customers' expectations 01 the service quality were

Looking into the bank-wise means of the service quality dimensions, the mean for the perception of the customers for the service quality dimension of tangibility is

Based on service profit chain model perceptions of internal customers about quality ultimately influence the quality of services offered to external customers and