... the moderating role of AI-based customer service in the relationships between brand loyalty (BL), customer experience (CE) and perceived service quality (PSQ) on consumer purchase intentions (PIs) within the context of Sri Lanka’s online fashion retail sector. Design/methodology/approach This study used...

.... Design/methodology/approach Built upon the quality technology acceptance model (Q-TAM), this study explores the relationships between perceived service quality, perceived functional quality, cost-based usefulness, and rental intention for EVs. Survey data was collected in the United States, and partial...

...Dae Hui Lee; Udo Gottlieb Purpose Artificial intelligence service quality (AI-SQ) comprises both technical and functional quality. In this study, we investigate how AI-SQ affects trust and commitment in customer engagement, including customer purchases, referrals, social influence and knowledge...

... research framework. Findings The findings suggest that the authenticity of the dining experience indirectly enhances emotional value through factors such as service quality, sensory experiences and a sense of place. Additionally, the role of social media sharing and cultural education is highlighted...

...Lianhua Liu; Chaoting Lin Purpose This paper aims to study the service quality of intercity rail transit in the Pearl River Delta, improve passengers’ travel experience and promote the sustainable development of intercity rail transit. Design/methodology/approach This article uses the AHP...

...Pornpana Tangchua; Assadej Vanichchinchai Purpose This study investigates the relationships between service quality, relationship quality (i.e. satisfaction, trust and commitment) and loyalty in the business-to-business (B2B) context. Design/methodology/approach A questionnaire was developed...

..., such as expertise, service quality, ethics and shared value to cocreate value for buyers. Therefore, this study explores the attributes of salespeople that influence the quality of the relationship (trust and satisfaction) and, as a result, loyalty in the context of the business-to-business (B2B) relationship...

...Lisana; Yonathan Dri Handarkho Purpose This research aims to investigate the significant influence of social factors based on the social impact theory against service quality factors based on uncertainty avoidance dimension in determining user perception of trust toward mobile payment (MP) usage...

...Balgopal Singh Purpose This research article aims to understand the role of brand image, service quality and price (charge) in revitalising functional mass brands into prestigious mass brands. Design/methodology/approach The empirical research framework was developed by synthesising the past...

... and employee. The research develops a moderated mediation model and contributes to the literature by empirically examining customer organization socialization. © Emerald Publishing Limited 2021 Emerald Publishing Limited Licensed re-use rights only Service quality Service performance A dyadic...

...Pei-Ju Wu; Liang-Tay Lin; Chi-Chang Huang Purpose High-quality cold-chain logistics are key to effectively managing the quality of temperature-sensitive foods. Hence, this study investigates the service quality of such logistics, using a real-life case of temperature-sensitive milk delivery...

...Nikunj Kumar Jain; Dimple Kaul; Priyavrat Sanyal Purpose Existing studies examine the effect of mobile service quality (M-S-QUAL) on shoppers' intent to continue mobile shopping using various theoretical lenses to understand its underlying factors. However, there is limited research focusing...

... decisions for IBA. On the other hand, it can motivate existing customers of Islamic banks to use conventional banking services due to effective word of mouth. Social networking platforms (SNPs) Service quality Internet banking adoption (IBA) Exploratory study Conventional and Islamic banks...

... Thailand. EFA and SEM were used to analyse the data and test the interrelationships among service quality, customer satisfaction, perceived value, perceived switching costs and behavioural intentions. A third-order conceptualisation of service quality is also included in the modelling framework...

...Chih-Hsuan Huang; Yuan-Chen Lin Purpose Hinged on the transformative service paradigm, this study investigates the relationships among employee acting, customer-perceived service quality, customer emotional well-being, and their value co-creation. Feelings of gratitude among customers may moderate...

...Dae Hui Lee Purpose In an effort to better understand value-oriented general attendees, the purpose of this paper is to propose and empirically test a comprehensive model to examine the effect of three factors of service quality in exhibitions (i.e. service product, service environment and service...

...Nikunj Kumar Jain; Alok Kumar Singh; Kapil Kaushik Purpose The purpose of this paper is to analyse service quality in the automobile maintenance and repair industry. A conceptual structural model is developed to investigate the impact of service quality, perceived service fairness and convenience...

... good quality service to meet the specific needs of solitary households and social households. The paper aims to discuss this issue. Design/methodology/approach In this study, relationships among service quality, customer satisfaction (CS), perceived value, corporate image and customer loyalty were...

...Farzana Quoquab; Jihad Mohammad; Norjaya Md Yasin; Nor Liza Abdullah Purpose This study sheds some light on factors that affect customer switching intention in the Malaysian mobile phone service industry. More particularly, the purpose of this paper is to examine the effect of service quality (SQ...

... effects on service quality and FP but at different extents, while TQM also contributes positively to SCI. Research limitations/implications The small sample is the main limitation. The findings bear important implications for further research as understanding these dimensions can help to position key...