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This study investigates the effects of various organizational responses to complaints on post‐complaint customer behaviors. Specifically, the study investigates the effects of apology, atonement, promptness, facilitation, explanation, attentiveness and effort on complainant satisfaction and...
Identifies and assesses the key determinants of service quality and determines the quality of service offered by two ports in Nigeria using the SERVQUAL model. The main service attributes that are important to port users are determined. Relevant literature is reviewed to give relevance to the...
In e‐commerce, loyal customers are considered extremely valuable. Loyalty is generally attributed to satisfaction with the quality of service. Since online transactions involve many uncertainties for the customer, trust is a condition for exchange. Trust in the electronic medium – here called...
Service organisations still struggle with the adoption of a road to excellence. Evidence exists that processes and systems in service organisations are not always as advanced as in manufacturing organisations. Adding a quality smile to the face of the service provider will not solve the problems...
Studies of the construct of service quality have traditionally been undertaken from the perspective of the service receiver. More recently, research has focused on both the service provider's perspective and the service receiver's perspective. In addition, there have also been some triadic...
This research documents the requisite skills for business‐to‐business service representatives. Using job observation and group interviews, a list of 28 potential service skills was developed and placed into a questionnaire format. Experienced service representatives rated the importance of these...
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