... network effects) and (2) loyalty expectations (i.e. service quality, reciprocity and firm innovativeness) and how these relationships are moderated by customer knowledge. Design/methodology/approach The data were collected from 4,208 customers in the mobile services industry using mall intercept...

... a comparative analysis of the proposed model. Findings Perceived service quality and corporate image both were found to have a positive direct effect on patient’s behavioral intention for both public and private hospitals. While emotional satisfaction was found not to influence patient’s behavioral...

...-comparative approaches to examine the effects of service quality, value, and customer satisfaction on attitudinal loyalty in a service setting. Design/methodology/approach The study uses the data collected from the survey of 300 customers of two large Indian banks. Findings The results provide partial...

...Antonio Carrizo Moreira; Pedro Miguel Silva; Victor F. Moutinho Purpose The purpose of this paper is to identify and compare different groups of customers’ perceptions (i.e. stayers, switchers, and heavy switchers) of several loyalty antecedents such as satisfaction, trust, service quality...

...Sanjit Kumar Roy; M S Balaji Purpose – The role of service quality in fostering the growth of online financial services has received much attention in the academic and practitioner communities. In this context the purpose of this paper is to explore the underlying dimensions of perceived service...

... discussed. Finally, findings confirm that employee motivation, empowerment and OI affect customer perceptions of service quality. Originality/value – This study provides an important shift by formally including IM into multilevel marketing research and establishes another link in the IM-organizational...

...Wenbin Sun; Kexiu Cui Purpose – Service quality is a critical factor leading to firm returns. However, its benefit on the firm risk side metric is not clear. The purpose of this paper is to link firm service quality and firm cash flow volatility (CFV) and further investigates this relationship...

...Saeid Saeida Ardakani; Majid Nejatian; Mohammad Ali Farhangnejad; Mehran Nejati Purpose – The purpose of this paper is to identify service quality dimensions that could enhance the level of services provided by a variety of carriers and rank them, accordingly. Design/methodology/approach...

... dimensions of service quality on customer value are open to debate. This study aims to explore the construction of customer value of B to B services, and to examine how specific dimensions of service quality contribute to customer value. Design/methodology/approach The research data consists of 90...

...Jose‐Ramon Segarra‐Moliner; Miguel‐Angel Moliner‐Tena; Javier Sánchez‐Garcia Purpose The objective of this study is to analyse relationship quality in a business‐to‐business context. Given that the relationship between market orientation and customer‐perceived service quality is well known...

...Keith Walley; Paul Custance; Ruxin Zhang Purpose This paper aims to explore the service quality concept in the context of the rapidly growing Chinese language training market. Design/methodology/approach The study is based on a mixed methodology that includes secondary research, eight...

...Pham Ngoc Thuy Purpose In this study, service convenience and service quality are used as proxy constructs of customer's and supplier contributions co‐create customer value. The purpose of this paper is to test the relationship between service convenience and customer satisfaction based...

...Anne J. Broderick; Supattra Vachirapornpuk One of the key challenges of the Internet as a service delivery channel is how service firms can manage service quality as these remote formats bring significant change in customer interaction and behaviour. Drawing on theoretical frameworks of service...

...Noel Y.M. Siu; Jeff Tak‐Hing Cheung Current measures of service quality for retail stores are scarce. A validated Retail Service Quality Scale is used to study the service quality delivery of a department store chain and its impact on consumption behaviour. It results in six dimensions...

... primarily on technical quality (the job, the work required), rather than services quality (the experience, the feeling). © MCB UP Limited 2001 Services marketing Legal profession Marketing communications Service quality New Zealand The importance of service and striving...

...Jay Kandampully; Bulent Menguc A firm’s success in the marketplace is not confirmed by attaining the goal of market leadership, but in sustaining that leadership through the consistent delivery of superior quality service. This research examines three groups of strategies (service quality control...

... and not political skill, level or age. Fitzgerald et al. (1991), Kaplan and Norton (1992) and Lynch and Cross (1991) all emphasise the need to link performance measures to corporate objectives. If a company decides, for example, to seek competitive advantage through service quality, then it should have...

... relationships (although few respondents had all of the above problems at once). This report has been useful in highlighting the differences in New Zealand and Singapore agency‐client relationships. © MCB UP Limited 1999 Advertising Advertising agencies Clients Service quality This study...

...Barry Davies; Steve Baron; Tony Gear; Martin Read Concerns the application of novel technology (the TEAMWORKER system) in the measurement of service quality. A performance‐only version of the SERVQUAL instrument was used as a basis, contextualized to suit the fast food industry. The study suggests...

...Stewart Robinson The publication of the first results of the SERVQUAL instrument provoked a debate on how best to measure service quality. With more than a decade since the publication of those results many researchers have attempted to demonstrate the efficacy, or not, of the SERVQUAL instrument...