...Nergis Özispa Purpose The present study systematically reviews the relevant literature to trace the evolution of service quality gap models since the original Service Quality Gap Model and identify the main distinctions between them. The study thereby aims to enable a deeper understanding of how...

...Gabriela Sitz; Benjamin Biesinger; Maxim Saleschus; Karsten Hadwich Purpose This study aims to advance qualitative digital research on service quality by developing an approach for online ethnographic service quality analysis. It synthesizes, analyzes, and interprets text-based customer data...

...Namkyung Lee; Sangjoon Lee Purpose Despite the benefit to service quality, customer participation introduces customer variability to service processes that can be a source of operational risk. Service providers try to cope with the operational risk of customer participation (ORCP) by either...

...Subashini Ramakrishnan; Dilip S. Mutum; Myint Moe Chit; Meng Seng Wong Purpose This paper aims to examine the mediating role of occupational stress in addressing the missing link between organisational intelligence (OI) traits and digital government service quality and propose relevant strategies...

... the latter's effect on service quality. The direct and moderating effect of service modularity on the association between customer education and effective CP is also studied. Covariance-based structural equation modeling is used to test the hypotheses using the survey data collected from the healthcare...

...-return service quality, identifies e-return's current dimensions, and offers directions for measurement. Design/methodology/approach This study is conducted in two stages. The first stage follows an abductive approach, with a continuous back-and-forth movement between existing theory and two...

... (DSR) and service quality (SQ) influence tourist resistance to negative information. Findings The effect of SQ on resistance to negative information is stronger for repeat tourists than for first-time tourists. In addition, the study identifies that DSR and SQ have a positive impact on tourists...

...Gustav Medberg; Christian Grönroos Gustav Medberg can be contacted at: gustav.medberg@hanken.fi As the findings indicate that service quality is the way in which service customers experience value-in-use, service managers are recommended to focus on continuous quality management...

... negatively (boycott issue importance, NWOM, perceived service quality) to an offshore service exchange. Design/methodology/approach Structural equations modelling is employed to assess relationships among constructs when country of service origin (New Zealand and the Philippines) and type of service...

..., it is the first to do so in any service sector. Apathy Habit Online communities Perceived price Repurchase Customer retention Satisfaction Service quality Social influence Portuguese Foundation for Science and Technology UID/ECO/04007/2019 Carlos J.F. Cândido can be contacted...

...Khalid Hussain; Fengjie Jing; Muhammad Junaid; Farasat Ali Shah Bukhari; Huayu Shi Purpose The purpose of this paper is to suggest that the effects of service quality (SQ) on outcome variables may shift over time. However, scant attention has been paid to capturing that shift. The current study...

...Wenbin Sun; Jing Pang Purpose The purpose of this paper is to explore the relationship between service quality and firms’ global competitiveness in the service industry. A set of moderating effects is formulated to further reveal how the relationship varies under different situations. Design...

... inertia on positive WOM. Satisfaction Service quality Perceived value Word-of-mouth Action inertia Repatronage intentions Heikki Karjaluoto can be contacted at: heikki.karjaluoto@jyu.fi Inertia is often considered as a habit. According to Liu-Thompkins and Tam (2013 , p. 22...

... in facilitating the selective recall and use of mood-congruent information that people rely on when evaluating an object (Essén and Wikström, 2008 ; Forgas and Ciarrochi, 2001). Congruent to this perspective, Hellén and Sääksjärvi (2011) found that happy customers tend to evaluate service quality more...

... framework may serve as a unifying language to ease cross-departmental communication and approach service quality in a systematic way. CJA discloses the gap between the planned and actual service delivery and can be used as a tool for service improvement. Originality/value The framework provides concepts...

...Apostolos Giovanis; Pinelopi Athanasopoulou; Evangelos Tsoukatos Purpose – The purpose of this paper is to extend the well-established nomological network of service quality-relationship quality-customer loyalty by introducing service fairness – a distinct service evaluation concept. Specifically...

...Gjoko Stamenkov; Zamir Dika Purpose – Providing high service quality is a necessary but insufficient criterion for success. Service quality must be sustained longitudinally. The purpose of this paper is to propose a sustainable e-service quality model by presenting results from a mixed-method...

...Vicent Tortosa Edo; Jaume Llorens-Monzonís; Miguel Ángel Moliner-Tena; Javier Sánchez-García Purpose – The purpose of this paper is to analyse the possible influence of internal marketing (represented by internal market orientation (IMO)) on external customer outcomes (perceived service quality...

...Parves Sultan; Ho Yin Wong Purpose – The purpose of this paper is to develop and test an integrated-process model/an index model by incorporating the antecedents and consequences of service quality in a higher education context. Design/methodology/approach – This research employed both...

...Che-hui Lien; Jyh-Jeng Wu; Ying-Hueih Chen; Chang-Jhan Wang Purpose – The purpose of this paper is to examine the effect of service quality (interaction, physical environment, and outcome quality) on trust, to investigate the trust transfer in the healthcare industry, to explore the moderating...