Table of Contents
Table of Contents
Preface
Chapter 1. Service Quality from Different Perspectives
Alet C. Erasmus (University of Pretoria, Department of Consumer Science, Hatfield, Pretoria, Republic of South Africa)
Chapter 2. Service Quality and Value in Goods Transport from Freight Forwarders’ Perspectives
Gloria Berenguer-Contrí, Irene Gil-Saura and María-Eugenia Ruiz-Molina (Marketing Department, Universitat de València, Valencia, Spain)
Chapter 3. Service Quality in the Passenger Air Transport Industry
Christian Wehner, Jesús Manuel López-Bonilla and Luis Miguel López-Bonilla (Department of Business Administration and Marketing, University of Seville, Seville, Spain)
Chapter 4. Satisfaction and Loyalty among Older Spanish Customers through Bank Service Quality
Marta Estrada, Diego Monferrer and Miguel Ángel Moliner (Department of Business Administration and Marketing, Universitat Jaume I, Castellón, Spain)
Index