Use of service quality gap theory to differentiate between foodservice outlets

Article Abstract:

An adapted version of the SERVQUAL questionnaire has been used to investigate customer perceptions of service quality in the contract catering industry. A statistical analysis of responses from nine different sites revealed that food and the attitude and efficiency of service staff are the factors which exert the most influence on customer satisfaction and on their perception of service quality.

Customer Relations, Evaluation, Caterers and catering, Catering, Market surveys

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Antecedents of customer loyalty in residential energy markets: service quality, satisfaction, trust and switching costs

Article Abstract:

Impact of customers' satisfaction, loyalty and trust on their decision to switch products or services, with reference to electric utility industry, is examined.

Electric Utilities, Electric Power Generation, Transmission and Distribution, Electric services, Spain, Economic aspects, Customer loyalty

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Towards an understanding of the relationship between mood, emotions, service quality and customer loyalty intentions

Article Abstract:

The impact of mood and emotions of a customer on his satisfaction of services offered by business enterprises is discussed.

Switzerland, Consumer Behavior, Venture Analysis, Causes of, Business enterprises, Consumer behaviour

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