Consumers and Services

Mark Gabbott · Gillian Hogg

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Service and Product Innovation

Abstract

THE SERVICE CONSUMER. Consumers and Services. Pre--Consumption of Services. Consuming Services. Evaluating Services. THE SERVICE CONSUMER IN CONTEXT. The Tourism and Travel Consumer. The Professional Services Consumer. The Financial Services Consumer. The Healthcare Consumer. The Charity Consumer. CONCLUSION. Conclusion. Index.

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2005Tourist satisfaction: A view from a mixed international guided package tour 2004From relationships to experiences in retail financial services 2011Ecotourism-related products and activities, and the economic sustainability of small and medium island chalets 2009Taiwanese tourists' perceptions of service quality on outbound guided package tours: A qualitative examination of the SERVQUAL dimensions 2006Relationships in the purchasing of business to business professional services: The role of personal relationships 2006The exploration of customer satisfaction model from a comprehensive perspective 1999Customer loyalty – a relevant concept for libraries?2012Understanding the Hospitality Consumer

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