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Channel: Managing Service Quality: An International Journal
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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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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...

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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....

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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...

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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...

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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...

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