Managing Service Quality: An International Journal

Executive development for services: a report from the front lines

Roger Hallowell

To discuss best practice for executive development for services.

Biometrics: the next frontier in service excellence, productivity and security in the service sector

Loizos Heracleous, Jochen Wirtz

To explore the potential role of biometric technologies in driving service excellence, productivity and security in the service sector, and their role in fostering…

Re‐thinking the conceptualization of customer value and service quality within the service‐profit chain

Rhett H. Walker, Lester W. Johnson, Sean Leonard

To provide an alternative view of customer value and service quality as conceptualized in the service‐profit chain.

The hierarchical structure of service quality: integration of technical and functional quality

Gi‐Du Kang

To extend understanding of service quality by empirically examining the conceptualisation of service quality (both technical and functional).

Online service attributes available on apparel retail web sites: an E‐S‐QUAL approach

Minjeong Kim, Jung‐Hwan Kim, Sharron J. Lennon

Purpose – This paper aims first, to identify online service attributes that facilitate efficient and effective shopping, purchasing, and delivery based on the modified…

The consumer direct services revolution in grocery retailing: an exploratory investigation

Christoph Teller, Herbert Kotzab, David B. Grant

To provide empirical evidence and explanation of the phenomenon that providers of home delivery of groceries are still of minor importance in highly concentrated retail markets.

Complaint Management: The Heart of CRM

Jochen Wirtz

Service innovators

Jay Kandampully