(See my biography page for more information).


Publications:
How Servicescape Enhances Service Quality

To review how the service environment or ‘servicescape’ affects customer satisfaction as perceived by consumers. Specifically, the research will address the impact of servicescapes on customer perceptions of service quality.

Article: Print

$US10.00

Article: Electronic

$US5.00
PAWs model of Future Customer Behaviour

The research conducted measured the effect of service performance on consumer’s perceptions of service quality, in a model relating customer service quality with customer behavioural outcomes in a service setting.

Article: Print

$US10.00

Article: Electronic

$US5.00