This paper reviews the concept of perceived service quality and provides an update to the
body of service quality knowledge. It consolidates the pathway of perceived service quality …

Purpose The purpose of this paper is to investigate the mediation effect of customer
satisfaction in the relationship between service quality, service orientation, and marketing …

Purpose Loyalty has become the most important strategic aim in the hotel industry. The
purpose of this paper is to obtain an empirical understanding of loyalty in the Kuala Lumpur …

Purpose–This study aims at develo** a reliable and valid measure of retail customer
experience. Design/methodology/approach–Scientific scale development process has been …

Abstract Service quality measurement techniques along with dimensions of service quality
have become a major issue in the marketing literature over the past few decades. The …

This study attempts to examine the impacts of the retail service quality dimension (that is,
Personal Interaction, Policy, Physical Aspects, Reliability and Problem Solving) and the …

Viewing robots as service agents that provide services to customers for value exchange, the
study developed a scale to measure robotic service quality. The scale underwent several …

The purpose of this article is to extend what is know about service quality in realm of the
context of Internet retailing. As a result of content analyzing 1,078 consumer anecdotes of …

This issue of Textile Progress reviews the way that fashion retailing has developed as a
result of the application of the World Wide Web and information and communications …

Purpose–The purpose of this paper is to analyse customer service effects in creating
satisfaction and loyalty. The other antecedents of satisfaction and loyalty such as perceived …