The impact of financial services quality and fairness on customer satisfaction
AbstractPurpose – Customer satisfaction in the banking industry has long been measured as a function of service quality by using a variation of the SERVQUAL instrument. The purpose of this paper is to...
View ArticleValidation of Eventserv-Short: A brief measure of customer satisfaction with...
AbstractPurpose – The purpose of this paper is to validate a shortened measure of consumers’ satisfaction with the service quality at sporting events. The scale's ability to predict both customer...
View ArticleChallenges in serving the mass affluent segment: bank customer perceptions of...
AbstractPurpose – The purpose of this paper is to explore the possible usefulness of a combined multi-attribute and Kano model in analysing how service quality is perceived by mass affluent bank...
View ArticleDeveloping our understanding of patronizing frontline employees
AbstractPurpose – In an overwhelming portion of the US service economy, the multifaceted responsibilities that frontline employees play as patrons have been overlooked within the academic literature....
View ArticleKey Personality Traits and Career Satisfaction of Customer Service Workers
AbstractPurpose - The present study identified key personality traits which distinguish customer service (CS) employees from other occupations and are related to their career satisfaction. As...
View ArticleModerating Effects of Supervisor Support, Monetary Rewards, and Career Paths...
AbstractPurpose - This study focuses on the management of job burnout among customer service representatives. The study investigates whether supervisor support, monetary rewards, and career paths...
View ArticleValue as a medical tourism driver
AbstractPurpose - This study contends that customers’ perceived value can drive medical tourism. To demonstrate this, this article proposes and tests a research model capturing elements of perceived...
View ArticleService Excellence Models: A Critical Discussion and Comparison
AbstractPurpose - As customer expectations expand and as product offerings hardly differ from each other, service excellence has gained in importance as a means of enhancing customer loyalty. This...
View ArticleUsing a business game concept to enhance servitization: a longitudinal case...
AbstractPurpose - The paper examines the potential benefits of a business game on customers’ business in enhancing servitization. The concept is proposed to be helpful in the phases of defining the...
View ArticleService 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 ArticleService 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 ArticleA 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 ArticleOn-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 ArticleThe 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 ArticleUnderstanding 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 ArticleInvestigating 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 ArticlePerceived 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 ArticleIs 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 ArticlePerceived 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...
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