Managing Service Quality: An International Journal

The synergic relationship between TQM and marketing in creating customer value

Cristina Mele

The purpose of this paper is to analyse the relationships between marketing and quality in the value‐creation process.

Ethnicity and customer satisfaction in the financial services sector

Jose Lopez, Laura Kozloski Hart, Alison Rampersad

The purpose of this paper is to describe research carried out to determine whether South Florida's heterogeneous retail banking customers have differing perceptions of the…

The influence of culture on perceptions of service employee behavior

Mikyoung Kong, Giri Jogaratnam

The purpose of the study is to explore and compare customer perceptions of service encounter behavior in the USA and the Republic of Korea and to identify the relationship…

A model of customer retention of dissatisfied business services customers

Lesley White, Venkata Yanamandram

The purpose of this paper is to present a theoretical framework of the factors that potentially influence dissatisfied customers to continue purchasing from their existing…

Perceived e‐service quality (PeSQ): Measurement validation and effects on consumer satisfaction and web site loyalty

Eduard Cristobal, Carlos Flavián, Miguel Guinalíu

The objectives of this article are to develop a multiple‐item scale for measuring e‐service quality and to study the influence of perceived quality on consumer…

Internet retailing quality: one size does not fit all

Julie E. Francis

The objectives of this paper are to examine the stability of the dimensions of quality across various categories of internet retailing and to identify the quality criteria…