... with the moderating role of national cultures (individualism/collectivism, long/short term and masculinity/femininity), measurement and time lag. Design/methodology/approach Using data from 116 separate studies (total sample = 71,464), a quantitative meta-analysis was conducted, evaluating 23 different...

... that it is primarily a function of interactions between employees and customers, whereas for Vargo and Lusch (2008) , customers are always co-creators in any circumstance, and co-creation does not end in the act of consumption. In order to classify the most relevant research papers on the measurement of value co...

... in the modeling of e‐service quality. Practical implications Multiple configurations of e‐service quality exist in the literature, as well as variations on how it is actually measured. The authors provide specific recommendations to improve future research (and practice) involving e‐service quality...

..., incentive, and trust. Overall, the 26‐item CEI is a reliable and valid measure to determine the underlying components of a consumer's experience. Research limitation/implications This study concentrates on an experience based on the general service delivery system rather than a specific industry...

...Julie E. Francis Purpose This paper aims to respond to claims by Collier and Bienstock and Rossiter that reflective measurement is wrong for internet retailing service quality (IRSQ). The research empirically assesses Rossiter's proposal that the C‐OAR‐SE procedure for index development...

...Ray Welling; Lesley White Purpose The purpose of this research is to examine the web site performance‐measurement activities of a range of businesses and to determine whether there are common measures that can be successfully applied to rate the performance of corporate web sites. Design...

...Naceur Jabnoun; Azaddin Khalifa Purpose The concerns of service quality may differ from one country to another. It is therefore crucial to develop measures of service quality that are pertinent to the country and culture where the service is offered. This paper proposes developing a measure...

...Larry A. Mallak; David M. Lyth; Suzan D. Olson; Susan M. Ulshafer; Susan M. Ulshafer; Frank J. Sardone Healthcare organization performance is a function of many variables. This study measured relationships among culture, the built environment, and outcome variables in a healthcare provider...

... that it is possible to measure the quality of scripts, shows their antecedents and relates script quality directly to performance and consumer satisfaction. © MCB UP Limited 2002 At the core of any effort to manage consumer performance is the knowledge and expertise required for service production...

...Gavin Dick; Kevin Gallimore; Jane C. Brown The article examines the usage and relative importance of quality measurements in the UK’s largest service companies. The authors analyse the relationship of both internal and customer‐based quality measurements to the importance placed on accreditation...

...Martin O’Neill; Christine Wright; Frank Fitz This paper investigates the conceptualisation and measurement of service quality in on‐line service environments. It reports the findings from an exploratory study of consumer perceptions of service quality as they relate to an on‐line library service...

... of the conclusions drawn (Strauss and Corbin, 1998). © MCB UP Limited 2001 Customer satisfaction TQM Universities Service quality Measurement Methodology Customer satisfaction has been an industry focus for some time as a measure of managerial strength and company profitability (Baggs...

...Göran Svensson Looks at the generality and reliability of multi‐item measures that are based upon the perception of one or more individuals. Proposes that at least an overall time aspect is missing, which would contribute to the measurement of the perceived direction of change in a specific...

...Jochen Wirtz Many firms measure customer satisfaction on an attribute‐by‐attribute level. Past research has shown that halo errors can pose a serious threat to the interpretability of such data. Examines three factors that potentially reduce halo, using a combination of an experimental and quasi...

...K. Narasimhan Nigel   Hill and Jim   Alexander . Handbook of Customer Satisfaction and Loyalty Measurement (2nd edition) . Gower Publishing , 290 pp. , ISBN: ISBN 0‐566‐08194‐6   £60.00 hardback Customer satisfaction Customer loyalty Measurement Customer...

...Marco Antonio Robledo The pressures driving successful organisations toward top quality services make the measurement of service quality and its subsequent management of overall importance. The study compares four different methods for measuring service quality within an airline setting. Six...

.... It is a measurable construct, like gender and socio‐economic class, that conditions how consumers interact with others and should be taken into account in our attempts to better understand consumers needs and expectations. The data for the study were from the 1996, 1997 and 1998 Inflight Survey of Overseas...

...G. Ronald Gilbert Identifies two empirically derived measures of internal customer support used to assess team effectiveness from the perspective of the team’s internal customers. The measures, personal service and technical competence, are based on analysis of the responses of 465 individuals...

... to deliver on this front is a commitment to a process of continuous quality improvement. This requires a systematic approach to quality measurement. Investigates the conceptualisation and measurement of service quality and its importance to the wine tourism industry and reports the findings from a recently...

...Clara Martínez Fuentes Quality in the service sector has been extensively researched during the last years. The publication of a sequence of measurement tools has allowed homogenizing the study of this issue. The object of the present work is to develop a methodological analysis for the use...