Purpose This paper's aim is to determine whether shopping facilities in a waiting area influence customer behaviour and whether these behaviours positively influence their satisfaction and related sales of the displayed products. Design/methodology/approach The approach used was a field experiment. At …

IKEA stores around the world are part of the IKEA franchise, the franchisor of which is called Inter IKEA Systems B.V. All IKEA stores need to fulfill mandatory requirements set up by Inter IKEA Systems B.V., such as which services to offer customers, one of these mandatory services is the picking with …

For IT services companies, delivering high quality IT services is of eminent importance. IT service quality drives customer satisfaction, which in its turn drives firm performance. It is this link that is addressed in this paper: How can the performance of customer service delivery teams be improved, …