Managing Service Quality: An International Journal: Volume 16 Issue 5
Table of contents
A longitudinal examination of the asymmetric impact of employee and customer satisfaction on retail sales
Timothy L. Keiningham, Lerzan Aksoy, Bruce Cooil, Kenneth Peterson, Terry G. VavraThe purpose of this research is to examine changes in, and consistency of customer and employee satisfaction for asymmetry with regard to sales changes for a large US specialty…
Links between service climate, employee commitment and employees' service quality capability
Marie Mikic Little, Alison M. DeanStudies have demonstrated that the service climate in an organisation, as perceived by employees, is positively related to service quality, as perceived by customers. However, no…
Operational challenges in the call center industry: a case study and resource‐based framework
Eric P. Jack, Tom A. Bedics, Charles E. McCaryThe purpose of this conceptual paper is to examine key operational tradeoffs and challenges that call center managers face.
Path analysis of perceived service quality, satisfaction and loyalty in Greek insurance
Evangelos Tsoukatos, Graham K. RandThe purpose of this article is to investigate the path service quality → customer satisfaction → loyalty, at the level of constructs, drawing from the Greek insurance industry.
Which service quality dimensions are important in inbound tourism?: A case study in a peripheral location
Anna‐Karin Jonsson Kvist, Bengt KlefsjöBased on a conceptual framework drawn from the original SERVQUAL model, the purpose of the paper is to explore the question of which service‐quality dimensions are deemed to be…
Growth, customer service and profitability Southwest style
Dawna L. RhoadesThe purpose of this paper is to describe the success of Southwest Airlines in the USA