Managing Service Quality: An International Journal: Volume 14 Issue 5

Exploring international tourists' perceptions of hotel operations by using a modified SERVQUAL approach – a case study of Mauritius

Thanika Devi Juwaheer

Given the strategic importance of service quality in hotels of Mauritius, this paper investigates the perceptions of international tourists in hotels of Mauritius by employing a…

The role of emotional satisfaction in service encounters

Amy Wong

This paper empirically examined the role of emotional satisfaction in service encounters. Specifically, this study seeks to: investigate the relationship between emotional…

TQM practices in service organizations: an exploratory study into the implementation, outcome and effectiveness

Mahmoud M. Yasin, Jafar Alavi, Murat Kunt, Thomas W. Zimmerer

The literature clearly indicates that service organizations are lagging behind their manufacturing counterparts in terms of the effective deployment of total quality management…

Market oriented learning and customer value enhancement through service recovery management

Khanh V. La, Jay Kandampully

While recovering from service failures is often viewed as an operational concern, service providers can also adopt a strategic and conceptual service vision for managing their…

Cultural similarity and service leadership: a look at the cruise industry

Mark R. Testa

Cultural diversity continues to be a pressing issue in managing service quality, particularly in the cruise industry. As a result of recent growth, many cruise lines recruit from…

A customer‐oriented service‐enhancement system for the public sector

Chi‐Kuang Chen, Chang‐Hsi Yu, Shiow‐Jiuan Yang, Hsiu‐Chen Chang

This paper develops a customer‐oriented service model for the public sector. Although customer‐oriented service models have become popular since 1980, most studies have been…

Developing customer oriented service: a case study

Zillur Rahman

In today's competitive market, the purpose of a firm should be read as “creating loyal customers”. Therefore, for sustainable competitive advantage, a firm should be able to…

Services Marketing: Integrating Customer Focus Across the Firm

K. Narasimhan

Developing New Services: Incorporating the Voice of the Customer into Strategic Service Development

K. Narasimhan