Table Of Contents: Volume 16 Issue 1
To discuss best practice for executive development for services.
Biometrics: the next frontier in service excellence, productivity and security in the service sectorLoizos 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 chainRhett 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.
To extend understanding of service quality by empirically examining the conceptualisation of service quality (both technical and functional).
Purpose – This paper aims first, to identify online service attributes that facilitate efficient and effective shopping, purchasing, and delivery based on the modified…
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.