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Channel: Emerald Group Publishing Limited: Managing Service Quality: An International Journal: Table of Contents
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Special Issue on Cutting-edge collaborative technologies for service innovation

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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...

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Validation 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...

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Challenges 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...

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Developing 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....

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Key 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...

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Moderating 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...

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Value 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...

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Service 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...

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Using 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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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)...

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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...

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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...

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