Journal Self-citation is defined as the number of citation from a journal citing article to articles published by the same journal. Evolution of the total number of citations and journal’s self-citations received by a journal’s published documents during the three previous years. This should be checked for accuracy, for example whether contact and affiliation details are up to date and your name is spelled correctly, and then returned to us electronically. If there is a reason why you can’t assign copyright to us, you should discuss this with your journal content editor.

Customers often understand the concept of approach intuitively when they comment that a particular place “looks inviting”. For example, at a gym arousal might be more important than pleasure (No Pain; No gain). If the environment pleases, then the customer will be induced to stay longer and explore all that the service has to offer.

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Purpose – The purpose of this study is to build a retail-banking specific quality scale and, through its examination and comparison with the SERVQUAL and BSQ metrics that are currently used in banking, to deepen understanding of quality determinants in the industry. Furthermore, the study is set to provide additional input to the debate over generic against setting/industry/time-specific quality metrics. Design/methodology/approach – The study is implemented through a two-stage process of literature review and empirical survey. Evidence drawn from Greek retail banking, through a specially designed research tool, is analyzed through reliability, factorial and regression analysis to determine the scale’s item and factorial structure and assess its reliability and validity. Findings – The BANQUAL-R metric is introduced, with key elements assurance/empathy, effectiveness, reliability and confidence, a combination of SERVQUAL and BSQ dimensions.

Since the early years of the 21st century, there has been a continuous growth in the number of theme restaurants and bars across the various major cities of India. Restaurants and bars like Orient Express, Village, The Canton, Starstruck, Metro, Superstars, Champions and Sports Bar have been found to assume prominence in various cities like Delhi, Mumbai, Chennai, Kolkata and Hyderabad. “A thematic environment has become necessary, as people look to much more than food at an eating joint. The one hour at the place should not be spent simply looking at the walls or eating food”, opines Manoj Mittal of Khana Unlimited. Please complete this reCAPTCHA to demonstrate that it’s you making the requests and not a robot. If you are having trouble seeing or completing this challenge, this page may help.

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It is believed to be a multi-dimensional construct, but there is little consensus as to what consistutes the specific dimensions. Indeed, some researchers argue that the dimensions of service quality may vary from industry to industry and that no universal set of dimensions exists for all contexts. Managing the behaviour of customers and employees in the service encounter is difficult. Recruitment and training can help to ensure that the service firm employs the right people. The graph shows the changes in the impact factor of Journal of Services Marketing and its the corresponding percentile for the sake of comparison with the entire literature.

These days the customers are able to perform their routine banking transactions without even entering the bank premises. ATM is one such development in recent years, which provides shailene woodley illness remote banking services all over the world, including India. This paper analyzes the development of this self-service banking in India based on the secondary data.