... Publishing Limited Licensed re-use rights only The study theorizes and tests the role of hope, which is an important positive emotion during emergencies because frontline service settings have heretofore predominantly focused on managing negative traits and outcomes. Frontline employee...

...Danilo Brozovic; Fredrik Nordin; Daniel Kindström Purpose The purpose of this paper is to analyze the subject-specific literature on service and flexibility and derive a conceptualization of the linkages between provider flexibility and customers’ value creation. Design/methodology/approach...

...Stephen Burdon; Grant Richard Mooney; Hiyam Al-Kilidar Purpose – The purpose of this paper is to analyse a series of engineering services partnerships to better understand requisites needed in building high value co-creation alliances – especially where innovation is the strategic goal...

.... Findings The potentially supporting roles of MA are here connected to the process of justifying, defining, and controlling servitisation. The potential units of analysis for MA in such a process are explored by going through the different viewpoints regarding service. The actual roles of MA within...

...Leigh Robinson Public leisure service providers have become increasingly conscious of the need to improve the quality of their service provision as a result of increasing customer expectations, growing competition and government legislation. This paper presents the findings of a survey carried out...

...Heston Surjadjaja; Sid Ghosh; Jiju Antony The rapid growth of the Internet has provided tremendous opportunities for service companies to offer quality services. The prime drivers and motivations for offering such services through the Net are to reduce transaction costs and to provide efficient...

...Mohini Singh E‐services are important in B2C e‐commerce for managing customer relations and enhancing sales. In the electronic world the customer and the merchant do not meet face‐to‐face, and the clients are more discerning with increased options and solutions available to them online...

...Roger Williams; Rolf Visser Customer satisfaction with service companies is probably declining steadily across the developed world because it no longer matters to most people. Investors favour companies that lock in their customers irrespective of their satisfaction levels. CEOs are concerned...

...Alexandria Brysland; Adrienne Curry This paper begins by explaining the new context in which public services are delivered and why improving service quality is especially relevant. The SERVQUAL model has been used in a number of public service environments to assess quality of service provision...

...A. Ancarani; G. Capaldo Proposes a comprehensive approach to support the activities of companies that provide public services. This approach consists of several steps. Defines an appropriate set of performance indicators, and the choice of an appropriate evaluation technique and its application...

...Jann‐Pygn Chen; Chi‐Kuang N. Chen; K.S. Chen Increasing the service quality in administrative areas is a critical factor facing the service industry today. This is supported by the latest version of the international quality standard ISO 9001, which emphasizes that customer satisfaction should have...

...Lindsey Muir; Alex Douglas This paper examines the rise of electronic‐commerce and its implications for quality and service delivery with particular reference to its impact on legal services. E‐commerce is growing at a phenomenal rate with more organisations offering their goods and services...

...C.L. Lai; W.H. Ip; W.B. Lee Service industry is recognized as being an important industry in Hong Kong and continues to support manufacturing bases in China and other low cost manufacturing countries. However, there is a lack of research on the modelling and analysis of service industry appropriate...

... to augment current literature on small service firms. This paper presents a study of small service exporters and differentiates between three groups based upon their innovativeness. Using analysis of variance as the analytical technique, significant differences are found between groups, indicating...

...Luis E. Solis; Subba Rao; T.S. Raghu‐Nathan; Cho‐Young Chen; Shih‐Chun Pan In this paper we compare the quality management practices and quality results between Taiwanese manufacturing and service companies, based on a survey of 131 manufacturing and 109 service companies. The results presented...

...Karen Kuemmler; Brian H. Kleiner According to the US Bureau of Labor Statistics, the service industry is responsible for over three‐fourths of all employment and is expected to account for all net job growth during the next decade. As this industry grows in size and economic importance, companies...

...John J. McManus; Iain Hutchinson Looks at definitions of quality in the literature and their appropriateness to TQM in service industries. Discusses the opinions of leading proponents on the cost of quality, the nature of “service”, the measurement of service quality and the importance...

...Laurie Jerome; Brian H. Kleiner States that people are vital to the success or failure of services. Companies are now becoming people‐oriented, not profit‐centred,providing training and technology and investing in people. Examines three amusement parks, including Disney, and considers several...

...Jennifer Potter‐Brotman New research suggests that the role of service in customer retention is more critical than ever in the 1990s. The Forum Corporation recently embarked on a large‐scale research project in North America, Asia and Europe to find out how today’s customers define quality...

...Jon Choppin The basic ingredients of most total quality initiatives are the customer relationships. However, the concept of “customer” may not be sufficient to improve people in organizations to greater effort. The structure of many organizations is based on control rather than on service. Some...