...Mehdi Fazel Dehkordi; Arash Khalili Nasr Purpose This study aims to examine the impact of service failure stability perceptions on customers’ value cocreation intentions in two-sided e-retail platforms, alongside the roles of service recovery justice dimensions and e-service quality...

... to perform what-if analysis, aiding managers in selecting appropriate service levels. Originality/value This paper proposes a composite measure to evaluate the service quality within the wait experience. The queuing models present a practical yet rigorous approach to estimating service delivery time...

... “omni” regarding multiple service channels, with effective omnichannel activities as the desirable goal and as a possible underlying parameter for service quality and performance results of service organizations. Recent literature on omnichannel services has investigated service recipient attachment...

...Haili Zhang; Michael Song Purpose The purpose of this paper is to unravel the specific service quality dimensions that significantly influence startup survival, providing actionable insights for service managers and entrepreneurs. Design/methodology/approach Empirical data were collected from...

... these goals. By modeling the linkages between after-sales service, service quality, customer attitude and purchase intention, this study aims to understand how customers perceive after-sales service in decision-making in kitchen appliance industry. Design/methodology/approach Through purposive sampling...

...Pimtong Tavitiyaman; Tin-Sing Vincent Law; Yuk-Fai Ben Fong; Tommy K.C. Ng Purpose This study aims to explore the influence of health-care service quality on customers’ perceived value, satisfaction, effectiveness and behavioural intention concerning district health centres (DHCs) in Hong Kong...

...Hong Quan Nguyen; Quynh Huong Nguyen; Phuong Thao Tran; Ngoc Linh Trinh; Quynh Trang Nguyen The results validate significant positive correlations between BK-SQ, customer perceived value and customer satisfaction. Among six service quality dimensions, convenience is the most significant factor...

... entertainment service quality. Research limitations/implications This study covers two periods in classical antiquity and is restricted to Mediterranean cultures, although findings may help understanding the service sector in poor countries with informal employment. Originality/value While particular...

...Zhen He; Hao Hu; Min Zhang; Fang Qin Based on the interviews and the dimensions proposed in the previous service quality scales of the public transport sector, this study develops a multidimension service quality scale. Face-to-face interviews and surveys are conducted to obtain the riding...

...). In addition, accounting is a very specific and knowledge-intensive service (Santos and Spring, 2015). In this case, general measures of service quality may not contribute to better performance by accounting firms (Azzari et al., 2021) as judged by the satisfaction, loyalty and positive word of mouth...

... is a key driver on customer satisfaction and loyalty across several industries in Denmark. Service quality reflects the overall excellence or superiority of a company and the services it offered (Bitner et al., 1990) and ought to be viewed as the voting of a customer on the benefits...

...Maryam Abdirad; Krishna Krishnan Purpose The purposes of this study are to introduce the concept of service quality (SQ) in E-Supply chain management (E-SCM) and its impact on increasing customer satisfaction (CS) and provide insightful enhancements to the literature. In addition, the paper also...

... implication for the historical evolution of quality from “quality control,” “total quality management” and “service quality,” combining with the development of “service sciences.” Originality/value This paper highlights the concept of quality since its meaning has changed and evolved over time from...

... method, followed by an in-depth analysis and discussion. The penultimate and the final sections cover the conclusion, managerial implications, limitation of the study and finally the future research directions. Importantly, the service quality (SQ) may only be gauged when the service has...

...Drita Kruja; Huong Ha; Elvira Tabaku Developing countries Service quality Student satisfaction Higher education institutions Overall, this study provides valuable insights to private and public HEIs’ administrators regarding to student satisfaction and retention. The findings...

...Mark Anthony Camilleri Purpose This study aims to present a systematic review on service quality in higher education. It discusses about the latest opportunities and challenges facing higher educational institutions (HEIs) following the outbreak of the coronavirus (COVID-19) pandemic. Design...

...Angelos Pantouvakis; Maria Karakasnaki Purpose The purpose of this study is to investigate the relationship between market orientation and service quality in the context of shipping companies. Moreover, this study aims to explore the moderating role of risk propensity in the above-mentioned...

...Kim Piew Lai; Yee Yen Yuen; Siong Choy Chong Yee Yen Yuen can be contacted at: yyyuen@mmu.edu.my 04 02 2019 11 04 2020 14 09 2020 25 09 2020 The hospitals which desire to charge additional fees should enhance their service quality to reflect price equity...

... service providers are struggling to develop a new meaningful patient-oriented quality evaluation scale adapted to the characteristics of the mobile setting. The prerequisite of improving service quality is to evaluate service quality effectively. Under the impact of mobile technologies, the complete...

... to examine the effect of service quality dimensions and customer satisfaction on customer repurchase intention, word-of-mouth, complaining behaviour and price sensitivity, as well as the effect of service quality dimensions on customer satisfaction. This research was conducted in the supermarket...