Competition between malls and newer forms of shopping centers has led mall developers
and management to consider alternative methods to build excitement with customers. In this …

SERVQUAL, an instrument developed by Parasuraman, Zeithaml and Berry, is currently the
most popular measure of service quality. Compares these original studies with subsequent …

Services marketing research has largely focussed on measuring service quality and
satisfaction associated with the primary service itself, with little attention given to the effect of the …

This research investigates the question: Does the physical environment of service delivery
settings influence customers' evaluations of the service experience and subsequent …

Why do fans of losing sports teams, alumni of poorly ranked educational programs, and
patrons of charities that are rocked by scandal maintain or even increase their support? The …

Having loyal fans and a winning team generally results in higher attendance at games.
However, university and professional team administrators are beginning to recognize the …

Avatars are lifelike characters created by technology. Research suggests that avatars can
increase the persuasiveness of online sales channels. The authors investigate how the social …

Presents a dynamic model of the consumer complaining behavior process. Is unique in that
it distinguishes between negative word‐of‐mouth that occurs prior to seeking redress (or in …

Research on consumer reaction to price has been largely confined to examining consumers’
price information search, evaluation of price alternatives, and individual purchase …

The physical environment of the stadium may have a significant effect on the extent to which
spectators will desire to stay and return to the stadium. Specific aspects of the stadium …