... and overall engagement within the service industry. Design/methodology/approach This conceptual paper draws from marketing and management literature focusing on customer communities and AI in service and customer engagement contexts with a robust future research agenda. Findings A classification...

.... © MCB UP Limited 2001 Quality management Quality programmes Service industry ISO 9000 Since 1987, when the International Organisation for Standardisation first published the ISO 9000 series of quality standards, the world‐wide take up of quality certification to the ISO 9000...

... . and Evans , K.R . (1994), “ The internal service encounte r”, International Journal of Service Industries Management , Vol. 5 No. 3 , pp. 34 ‐ 56 . Grönroos , C . (1991), “ Scandinavian management and the Nordic school of services: contributions to service management and quality...

... and trust with respect to service recovery across different service industries. Our findings reveal that in general, distributional fairness and procedural fairness during the service recovery significantly improve scores for service quality, customer satisfaction, customer loyalty and trust, whereas...

..., the culture which exists within a service firm has a strong influence on the firm’s ability to provide excellent service and to effectively recover from service breakdowns (Parasuraman, 1987). © MCB UP Limited 2000 Service industry Customer satisfaction As industries become more...

... services (lawyers, accountants, hospitals, pharmacies), and hospitality (hotels and travel). The quota sampling method was used to select individual service firms. Information technology Marketing Performance Korea Service industry The investment of information technology...