... and places the articles in context. Findings The study finds that pursuing efficiency and service quality simultaneously may reduce profitability, and that this effect depends on a firm’s strategic orientation. Originality/value The briefing saves busy executives, strategists, and researchers hours...

... model and the models that have emerged since, finding how firms can best use service quality gap models to fit their needs in changing market conditions, environments, and technological landscapes. While the SERVQUAL model provided a foundation for service quality gap models that has not yet shaken...

..., but not at the expense of the experience of customers who will typically need answers quickly and effectively. No one reaches out to an insurance company unless they are experiencing their own personal crisis. This review is based on “Technology and service quality: achieving insurance industry customer...

.... and Adil , M. (2024), “ After-sales service and brand reputation: a case of kitchen appliance industry ”, International Journal of Quality and Service Sciences , Vol. 16 No. 3 , pp. 413 - 431 , doi: 10.1108/IJQSS-08-2023-0115 . Purchase intention Brand reputation Brand image Service...

... and places the articles in context. Findings This paper demonstrates that in the hotel sector service quality is an essential component for sustainable performance. Originality/value The briefing saves busy executives, strategists and researchers hours of reading time by selecting only the very best...

... 2018 Emerald Publishing Limited Licensed re-use rights only Customer loyalty Customer satisfaction Service quality Marketing mix Service orientation In the 1980s, the UK’s prime minister Margaret Thatcher caused controversy by stating that there was “no such thing as society...

...). In this setting, service quality is taken as indicative of corporate ability. Businesses that strive to provide superior quality can help reinforce the positive associations about the firm that a customer holds. Interaction with customers is crucial to increasing belief in superior service. Companies should...

... strategy Service quality Customers are often satisfied with a service or product when it falls short of the value or quality they can find from another firm which is in the same business. On the face of it that might sound, to fall back on a currently over-used word, counter-intuitive. However...

... largest and most successful airlines. © Emerald Group Publishing Limited 2012 Competitive advantage Airline industry Product differentiation Service quality Financial performance Dubai How many state‐owned enterprises do you know that grow their business every year...

... are taken very seriously, with each complaint used as a learning lesson. Problems and mistake are publicized internally as much as possible. Service quality Singapore Airlines Customer requirements Training Motivation Airlines Singapore Airlines (SIA) is consistently recognized...

... already determined the strong correlation between employee and customer satisfaction. Cau’s plan built on this, seeing people development as the route to customer satisfaction. Quality programmes Service quality Organizational change Forte Hotel Group Hotels A sum of £10 million...

.... 319 ‐ 335 . Value chain Health care Hospitals Service quality Ensuring customers are satisfied by delivering “value” poses a number of challenges dependent not only on the product or service offered but also on the type of customer served. Who are your customers and what...

..., Christian organization with a strong social slant, pricing and promotional strategies are restricted, which limits the scope for compensatory action. Reference Pun , K. and Ho , K. (2001), “ Identification of service quality attributes for restaurant operations: a Hong Kong case...