... The results reveal that perceived service quality, institutional image and user expectations are significant drivers of taxpayer satisfaction. Satisfaction and institutional image emerge as the main predictors of loyalty, while trust, although important, does not independently predict loyalty when...

..., existing research lacks a robust framework for assessing service quality. This study develops and validates a comprehensive measurement instrument that captures three critical dimensions of car-hailing service quality: service delivery quality, service provider quality and service platform quality...

... potential and favorable policy measures initiated for higher foreign direct investments. The purpose of this paper is to understand the prevailing level of service quality as perceived by insurance customers in India in the presence of certain contextual antecedents and moderators. Design/methodology...

.... How to simultaneously improve the service quality of both airport and airline sections using the 3DHOQ? The airport section: this section is considered as a place where air communications are established with other locations. This section includes the control tower, the runway, arrival...

... The results of study 1 demonstrate that employees’ affective organizational commitment does not yield higher-quality services unless the service employees are learning oriented. The findings of study 1 also indicate that management commitment to service quality has positive effects on both LGO and affective...

... in Hong Kong. Findings – The authors found that information sharing fully mediated the interactive effects of customer involvement and customer motivational orientation on customer perceived service quality and customer satisfaction. These findings support the C-D logic that customers as co-creators...

... – The results of this study suggest significant paths to increase behavioral intentions: perceived service quality? satisfaction? trust?. In addition, it has been proved that the cruise line moderates the relationships between constructs in most of the relationships in the two cruise lines analyzed...

...Brian C. Imrie Purpose This research seeks to provide guidance for the global manager by determining the manner through which social interaction influences service quality evaluation. Furthermore, the paper aims to explore the function of economic development in altering the role of social...

... of highly skilled craftsman who carefully hand‐built almost anything, from silverware to glassware, from houses to furniture, from automobiles to machine tools. © MCB UP Limited 2003 Customer satisfaction Customer service Service quality Quality management Total quality management...

...William C. Johnson; Anuchit Sirikit The objectives of this paper are to provide an overview of service quality and discuss its potential for offering a competitive advantage; to test several research propositions concerning service quality in the Thai telecommunications industry; and to offer...

... of service delivery. © MCB UP Limited 1998 Customer service Information technology Participation Service quality The service economy accounts for a significant proportion of employment in developed countries. Further, it can be argued that most producers are concerned to offer both...

...Moira Clark Concerned with modelling the impact of customer‐employee relationships on customer retention rates in a major UK retail bank. Reveals that employee and customer perceptions of service quality are related to customer retention rates and that employee and customer perceptions of service...

... a service quality model to manufacturing. Examines the differences between service and manufacturing operations and highlights the difficulties which manufacturing companies have in being close to their customers. Provides definitions of quality for products and services before presenting the model...

... Consumer behaviour Performance appraisal Sales turnover Service quality ...

...‐wide support for the service brand are described, and the essential nature of brand contracts is outlined with a view to the new environment where forming a strong service network is of crucial importance. © MCB UP Limited 1990 Management Customers Service industries Service quality 14...