La diffusion de senteurs d’ambiance au sein d’un lieu commercial: les premiers résultats d’une étude menée au sein d’un magasin de prêt-à-porter

The author present the first results from a study examining the effects of ambient scent in a cloth shop. The results indicate that the presence of a lavender scent have an impact on affectives, cognitives responses and behavior. Results are commented and some guidelines for managers are discussed

A Customer Satisfaction Model for Effective Fast Fashion Store Service

Part 2: Knowledge-Based ServicesInternational audienceThis paper proposed a customer satisfaction model to effectively manage staff priorities and service at fast fashion stores. An evaluation model of customer satisfaction was developed through multiple regression analysis of two measures. The first measure considered the difference between actual times and perceived times of customers’ behavioural processes while shopping to determine whether or not customers felt dissatisfied. The second measure identified factors which led to customer frustration through a multiple choice questionnaire. The proposed model was applied to multi-agent simulation to compare customer satisfaction levels

Antecedents and outcomes of service recovery perfomance in private healthcare: An empirical investigation

Service recovery perfomance, healthcare, frontline staff, Desempeño en los servicios de atenciñn al paciente, sanidad, pleados de atención al póblico,

Interaction between two types of information on reactions to delays

This study examines the effects of the interaction of two types of information about delays—information about the duration of a delay (delay duration information) and information about the reason for a delay (delay reason information)—on people’s reactions to delays. In this paper, we argue and demonstrate that the two types of delay information interact to affect attribution for the delay and perceived delay duration. The results obtained from an experimental study indicated that there was a stronger effect of delay reason information on attribution for the delay when delay duration information was absent than when the information was present. When no reason was given for the delay, the subjects attributed greater control to the service provider and perceived the delay to be longer when delay duration information was absent than when the information was present. Copyright Springer Science + Business Media, Inc. 2006Delay, Information, Attribution, Control deprivation,