.... A structural model test was performed to verify the proposed hypotheses. Findings First, collaborative service robot functionality and social capability significantly positively impact their perception of collaborative robot service quality and their intention to adopt robots integrated in frontline...

... stakeholders (Subramony et al., 2021) and on customers' evaluations of performance (Zablah et al., 2012) and service-oriented outcomes (Salanova et al., 2005 ; Menguc et al., 2016), especially as they relate to perceptions of service quality (Bitner et al., 1990...

... quality and customer loyalty in contemporary business. This study finds that the loyalty link is partially mediated through service quality, indicating that SJQ explains loyalty above and beyond service quality. Research limitations/implications Since service quality only partially mediates the link...

... from a value-added perspective that goes beyond the service category fit. Consumer behaviour Service quality Consumer experience Brand alliance Brand fit Brand contribution Strategic brand alliances are an increasingly popular approach used by brands to gain a competitive advantage...

... 2017 12 03 2018 17 03 2018 © Emerald Publishing Limited 2018 Emerald Publishing Limited Licensed re-use rights only Service quality Flow Loyalty Experience Immersion Customer experience is at the center of understanding service value co-creation and loyalty (Helkkula...

... in: first, a comprehensive classification framework for experience quality in healthcare; second, dimensions that extend existing health service quality models; third, dimensions that contextualise the generic concept of customer experience quality to healthcare. © Emerald Group Publishing Limited 2015...

...). Findings – Compared to service employees, customers perceive higher cultural distance and lower interaction comfort (IC), service quality and satisfaction; and stronger negative moderating effect of PCD in ICSEs. Compared to service success, failure results in lower IC; perceived service quality...

..., satisfaction and loyalty intentions. Design/methodology/approach A model is developed based on extant research in the areas of logistics service quality, service logic, store image, and customer loyalty. To test the plausibility of the model, 200 supermarket customers were surveyed in an exploratory field...

...Giovanni Giannì; Fiorenzo Franceschini The paper presents an aiding model to support the management of a high quality e‐commerce service. The approach focuses on the service quality aspects related to customer relationship management (CRM). Knowing the individual characteristics of a customer...

... employee. The better service providers have significantly better return on equity and return on total assets than the poorer ones. © MCB UP Limited 2003 Service quality Profit Much of the service management literature takes a consumer perspective and is predicated on the belief...

... MCB UP Limited 2003 Customer satisfaction Service quality Cognitive mapping Hospitality industry Hotels Customer satisfaction and perceived quality resulting after a service encounter have drawn a lot of attention from researchers and practitioners interested in services marketing...

... for service failure …” In order to preserve or enhance the perceived service quality after a failure, companies need a service recovery strategy. Empirical research on service recovery is, however, still scarce. The most prominent conclusion is that the actions taken by the front‐line employees will have...

...Swinder Janda; Philip J. Trocchia; Kevin P. Gwinner The purpose of this manuscript is to explore consumers’ perceptions of Internet retail service quality. This is accomplished via two studies. Study 1 utilizes qualitative depth interviews to identify five dimensions important to consumers...

... Limited 2002 E‐commerce Internet Customer satisfaction Service quality Customer relationship management (CRM) is a comprehensive business and marketing strategy that integrates technology, process, and all business activities around the customer (Anton, 1996; Anton and Hoeck, 2002...

...Abdullah H. Aldlaigan; Francis A. Buttle We describe the development of a new scale designed to measure service quality perceptions of retail bank customers. Empirical studies were performed in two waves. First, qualitative research was undertaken in the form of seven focus groups and 39 one‐to‐one...

... may grossly overestimate the length of a wait but may still exhibit positive affective responses to the wait. In this sense, Hui et al. (1998) propose that the perceived waiting time is a mediator of a delay’s impact on service evaluation. Service quality Consumer behaviour Customer...

...Faye X. Zhu; Walter Wymer; Injazz Chen This paper explores the impact of information technology (IT) on service quality in the consumer‐banking sector. It proposes a service quality model that links customer perceived IT‐based service options to traditional service dimensions as measured...

... the spirit of total quality management, the top management believes that the authorization system should be customer‐driven rather than technology‐driven, and that service quality should be defined by the customers rather than the company (Parasuraman et al., 1985). Therefore, a new vision...

... of an Internet portal was tied in with extant theories about service quality, customer satisfaction and loyalty. Data were collected by means of an on‐line survey. The effect of customer satisfaction with three service components on value perception and overall satisfaction was measured. Customers’ overall...

... of relative attitudes claimed by Dick and Basu cannot be confirmed. Corporate image of the service provider is, along with service quality and customer satisfaction, a powerful and illustrative component for explaining future customer loyalty. When comparing the a priori defined conditions (low, latent...