1 - 6 of 6 articles
Purpose – The purpose of this paper is to investigate the effect of shopper age on attitudes toward and use of retail self‐service technology (SST). The age variable has received relatively little attention in the literature. Design/methodology/approach – Questionnaire responses from three age...
Purpose – The study aims to: measure brand associations in the context of a fitness club, test the influence of brand associations on the development of brand loyalty, and investigate the role of service quality on the development of brand associations. Design/methodology/approach – A total of...
Purpose – The purpose of this paper is to describe the “empirical characteristics” of the “top” journals in services marketing by assessing selected journals with respect to: the proportion of “empirical” versus “non‐empirical” contributions; the proportion of national versus international...
Purpose – The purpose of this study is to assess the appropriateness of applying the ISO 9001 quality standard to the residential aged‐care sector. Design/methodology/approach – The study undertakes a prospective qualitative survey using the Delphi methodology. A panel of 14 experts in the field...
Purpose – The purpose of this research is to examine the concept of “potential quality” – that is, a company's tangible search qualities (such as the physical servicescape and virtual servicescape) – within the context of the real‐estate industry in the USA. Design/methodology/approach – This...
Purpose – The purpose of this paper is to examine consumer perceptions of airline quality indicators and compare them to actual data reported by the Department of Transportation, in the USA and the Association of European Airlines (AEA) in the EU. The objective is to determine whether there is a...
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