...Mahour Parast; Ismail Golgeci; Davood Golmohammadi Purpose We examine how operational efficiency (OE) and service quality (SQ) interact to influence profitability, contingent on a firm’s strategic orientation (SO), whether focused or non-focused. Our study introduces a new perspective linking OE...

.../methodology/approach The authors posit the feedback loops operate as virtuous cycles, such that increases in customer perceptions of service quality and in profit margins lead to subsequent increases in the quality of the internal working environment, which ultimately reimpacts performance in a positive way...

... healthcare service quality (S) creates patient dissatisfaction (O) and the related behavioral reactions to dissatisfaction (R). Service quality stimuli are obviously a part of environmental stimuli (Jang and Namkung, 2009) since patients evaluate overall service excellence against actual performance (Gotlieb...

...Ahmad Beltagui; Marina Candi Purpose The purpose of this paper is to revisit prevailing notions of service quality by developing and testing a model of service quality for experience-centric services. Design/methodology/approach By problematizing the service quality literature, a model...

... 2016 29 01 2017 22 03 2017 24 03 2017 © Emerald Publishing Limited 2017 Emerald Publishing Limited Licensed re-use rights only Service quality Mixed methods Internal service Replication E-business technologies E-procurement quality Measurement and methodology...

...Prateek Kalia Measuring service quality in online retail is critical. The purpose of this paper is to put in foreground key methodological issues of prevailing research related to scale development for the measurement of service quality in the context of online retail. Table I depicts...

... the service recovery process using social media from an operations-oriented perspective. The results supports the potentials of employing service recovery strategies using social media. Service Service quality Qualitative analysis Service operations Service recovery strategies Social media...

... on types of training and incentives programs that are most effective in China. They called upon researchers to examine the enablers of service strategy and operational aspects of service quality in the design and delivery of services in China. This study contributes to that line of research. Human...

... quality”, “e-service quality” (including “web site quality” and “transaction quality”), and “product quality” positively influence customer e-satisfaction within an online operation. These constructs, in turn, influence customer e-loyalty in the e-commerce domain. The findings contribute valuable...

...Chatura Ranaweera; Andy Neely This paper presents a holistic model of customer retention incorporating service quality perceptions, price perceptions, customer indifference and inertia. Data from a large‐scale postal survey of telephone users in England showed that perceptions of service quality...

...Steve New Geographically‐dispersed, global service organisations must find cost‐effective ways of delivering consistent service quality while recognising local differences in service culture. For such organisations, the management of operations cannot be separated from issues of training, corporate...

...Christopher A. Voss It is now possible to deliver service in a virtual environment with little or no human interaction. This environment offers the opportunity of new ways of delivering service. This paper examines some of the existing theories of service quality and service management...

...Ravi S. Behara; Warren W. Fisher; Jos G.A.M. Lemmink Effective measurement and analysis of service quality are an essential first step in its improvement. This paper discusses the development of neural network models for this purpose. A valid neural network model for service quality is initially...

...Celik Parkan This paper reports a study that was carried out to obtain comprehensive performance ratings to gauge the productive and service quality performance of a public transit company using a recent performance measurement method called operational competitiveness rating (OCRA) analysis...

... developed for bank branch performance assessment do not include service quality as an output. Service quality has been considered by many as the key to gaining competitive advantage and customer loyalty. Develops a DEA model that can be used to provide direction for improvement to branches which do not use...

... Limited 1995 Appointments Scheduling Service industries Service quality As service industries become a more important business sector, the efficiency and effectiveness of running service systems is gradually receiving more attention from both academicians and practitioners...

... performance Productivity Service industries Service quality USA The service sector of the American economy is expanding very rapidly,at a greater than 6 per cent annual growth rate during the 1984‐88 period[ 1 , 2 , 3 ]. While the US manufacturing sector, due to foreign competition, offshore...

... of services is defined and determined primarily by individual customers through their perceived delivery of service attributes expected. Customer input and feedback is essential for bridging the gap between the perceptions of management and those of the customers, as they view service quality. It is only...