Introduction Quality in general, and service quality in particular, is a difficult construct to explicate and measure (Monroe and Krishnan, 1983). Evaluation of service quality becomes difficult owing to three characteristics that are inherent in services - intangibility, heterogeneity, and inse...

It's Just Syrup and Water There is a grand war going on in today's world that many of us are unaware of, but are affected by everyday. This war takes place at home, on the highways, in magazines, and in stores. It is the war of marketing. Just about every company t...