This paper briefly reviews some of the literature on service quality and in particular the zone of tolerance, the zone of acceptable or expected outcomes in a service experience. The paper uses the zone of tolerance to explore the relationships between customers’ satisfaction with individual transactions, or service encounters, and their satisfaction with the overall service. Nine propositions ...

We study queues in tandem with customer deadlines and retrials. We first consider a 2-queue Markovian system with blocking at the second queue, analyze it, and derive its stability condition. We then study a non-Markovian setting and derive the stability condition for an approximating diffusion, showing its similarity to the former condition. In the Markovian setting, we use probability generat...

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Purpose – It is widely accepted that consumers enter into a service consumption experience with a set of expectations, including affective expectations. This research aims to investigate the matching effects between arousal-level expectations and perceived stimulation (i.e. arousal congruency) on satisfaction and in-store behaviors. Design/methodology/approach – A 3 (under-stimulation, arousal ...

Shopee is an international company that focuses mainly on e-commerce. It also known for being one of the globe's most significant and advanced online markets. Due to pandemic outbreak, has boosted rapidly serve consumers sellers in different countries across America Europe who wanted make a purchase sell their products online, with 343 million monthly visits. provides customers simple, fast, de...

The digitalization of banking services refers not only to the application new technologies, but also involves a completely different approach and way thinking for all actors involved. Given dominance technological environment unprecedented customer expectations, banks in Romania have concluded that practices quality management can be implemented activities, inspired by actions international ent...

Purpose Since the outbreak of Covid-19 pandemic, many restaurants and catering businesses have introduced or improved online food ordering delivery services (OFODSs). This study aims to identify service quality expectations about OFODSs, examine their content suggest management strategies meet these expectations. Design/methodology/approach Adopting a qualitative method, four focus groups were ...

Today, the customer-brand relationship is fundamental to a company's bottom line, especially in the service sector and with services offered via online channels. In order to maximize its effects, organizations need (1) to know which factors influence the formation of an individual's service expectations in an online environment; and (2) to establish the influence of these expectations on custom...

BACKGROUND Treatment of drug addicts is one of the main strategies of drug control in Iran. Client satisfaction strongly influences the success of any treatment program. This study aimed to explore the difference between customer expectations and perceptions in drug addiction treatment centers of Kerman, Iran, using SERVQUAL model. METHODS Using a cross-sectional design 260 clients referring ...