Quantcast
Channel: Managing Service Quality: An International Journal
Browsing all 85 articles
Browse latest View live

Service quality in Automated Teller Machines: An empirical investigation

AbstractPurpose - The paper aims to identify the dimensions of Automated Teller Machine service quality and to evaluate customers’ perceptions of the relative importance of these...

View Article



Service Responses to Emotional States of Business Customers

AbstractPurpose - We study the service responses of service providers to the affective states of business clients and test whether they have a positive effect on the client’s job performance as well as...

View Article

A longitudinal study of the zone of tolerance

AbstractPurpose - This paper uses a longitudinal analysis of the zone of tolerance to reconcile the growing divide between the acceptance of the theoretical model and the lack of empirical support of...

View Article

On-line Complaining: Understanding the Adoption Process and the Role of...

AbstractPurpose - The purpose of this paper is twofold. First, develop and test a conceptual model to understand customers’ intention to adopt online complaining. Second, assess two competing...

View Article

The impact of ISO 9001 effectiveness on the performance of service companies

AbstractPurpose - The purpose of the study is to define and subjectively measure ISO 9001 effectiveness as the achievement of the standard’s objectives and determine its impact on the performance...

View Article


Understanding the cultural antecedents of quality management in tourism

AbstractPurpose - The purpose of this research is to analyse the causes that have led to a rather fragmented view of quality management among tourism marketing organisations in Germany. The aim is to...

View Article

Investigating effects of relationship marketing types in life insurers in Taiwan

AbstractPurpose - The purpose of this study is to establish a model that identifies the causal relationship among relationship marketing types, service quality and relationship quality on customer...

View Article

Perceived opportunism (PO) in e-return service encounters

AbstractPurpose - This investigation explored the existence, role, and hidden problems associated with customer perceived opportunism (PO) in e-return service (e-RS)...

View Article


The impact of ISO 9001 effectiveness on the performance of service companies

AbstractPurpose– The purpose of this paper is to define and subjectively measure ISO 9001 effectiveness as the achievement of the standard's objectives and determine its impact on the performance...

View Article


Understanding the cultural antecedents of quality management in tourism

AbstractPurpose– The purpose of this paper is to analyse the causes that have led to a rather fragmented view of quality management among tourism marketing organisations in Germany. The aim is to...

View Article

Investigating effects of relationship marketing types in life insurers in Taiwan

AbstractPurpose– The purpose of this paper is to establish a model that identifies the causal relationship among relationship marketing types, service quality and relationship quality on customer...

View Article

Perceived opportunism (PO) in e-return service encounters

AbstractPurpose– The purpose of this paper is to explore the existence, role, and hidden problems associated with customer perceived opportunism (PO) in e-return service (e-RS) encounters....

View Article

Customer Participation and Value Creation: A Systematic Review and Research...

AbstractPurpose - Customer participation in the creation of offerings has become a key focus in marketing literature. This paper synthesizes extant research on the topic to enhance understanding of the...

View Article


Applying SPAT for understanding B-to-B supplier switching processes

AbstractPurpose - This study focuses on the switching path analysis technique (SPAT) application to enlarge the understanding of customer switching from the business to consumer (B-to-C) context to the...

View Article

Positive social behaviors and suggestive selling in the same service encounter

AbstractPurpose - This study examines customers’ reactions in service encounters in which the customer contact person (CCP) initially engages in positive social behaviors and then turns to suggestive...

View Article


A lean approach to service productivity improvements: Synergy or oxymoron?

AbstractPurpose - Service productivity continues to receive ever-greater amounts of attention as service covers a greater portion of the economy. As competition increases, service productivity becomes...

View Article

Knowledge Dissemination in the Global Service Marketing Community

AbstractPurpose - The evolution of the service marketing field was marked by the emergence of a global, vigorous and tolerant community of service marketing researchers. This paper examines the history...

View Article


SERVSIG 2012: Innovative Service Perspectives

AbstractNot available.

View Article

Is maximum customer service always a good thing? Customer satisfaction in...

AbstractPurpose - To investigate customer satisfaction with service encounters characterized by an over-attentive level of service, and the contextual and individual factors moderating the resulting...

View Article

Perceived Risk, Usage Frequency of Mobile Banking Services

AbstractPurpose - This study discusses the effects of diffusion and adopters of mobile banking services (MBSs), perceived risk, brand awareness, and brand image of MBS providers, on attitude toward...

View Article
Browsing all 85 articles
Browse latest View live




Latest Images