Managing Service Quality: An International Journal: Volume 13 Issue 2
Table of contents
Digitizing the customer: the digital moat
Karl AlbrechtArgues that many organizations, particularly large ones, such as banks, insurance companies, telephone companies, and local utilities, are making a mistake in their application of…
Emotional intelligence: fundamental competencies for enhanced service provision
Philip Bardzil, Mark SlaskiThis article focuses on the role of emotions within organizations, with particular regard to the climate for services. The concept of emotional intelligence (EQ) is considered as…
Communicating a quality position in service delivery: an application in higher education
Jonathan Gutman, George MiaoulisThis paper describes a method uniquely suited to the problem of coordinating quality service delivery with service quality positioning. The means‐end chain model is used to…
To fade or not to fade? That is the question in customer relationships, too
Pekka Tuominen, Ulla KettunenIn the services literature, there is a significant lack of studies that focus on the phase preceding the ending of a relationship – that is, the phase during which there is a…
Calculating the value of customers’ referrals
Sabrina HelmWord‐of‐mouth is a rarely quantified phenomenon, in spite of its importance for service firms. Therefore, referrals remain a neglected determinant of customer lifetime valuation…
Understanding the service profit chain in Latin America: managerial perspective from Mexico
Daniel Maranto, Javier ReynosoThis paper reports on the initial results of an ongoing research conducted in Mexican service industries aimed at understanding how value is delivered, measured and continuously…
Quality in the work environment: a prerequisite for success in new service development
Bo Edvardsson, BengtOve GustavssonIn research on new service development (NSD), the interest has mainly been on structural aspects of the service offering. Not much attention has been paid to work environment…
Creating strategies for managing evolving customer service
Colin Armistead, Julia KielyThis paper reports research that investigates the perceptions of service managers on the future of customer service. It provides insight into the evolving managerial issues…