Managing Service Quality: An International Journal: Volume 19 Issue 1

Joy and disappointment in the hotel experience: managing relationship segments

Michael D. Johnson, Line Lervik Olsen, Tor Wallin Andreassen

The objective of this research is to provide insight into the management of service quality and emotions across customer relationships in the business‐to‐consumer market and to…

Consumer reaction to crowding for extended service encounters

Breffni M. Noone, Anna S. Mattila

Much of the research on crowding in a service context has focused on customer reaction to crowding in a retail setting. This paper seeks to examine the effect of consumer goals on…

The impact of the recovery paradox on retailer‐customer relationships

Randi Priluck, Vishal Lala

The purpose of this paper is to determine the effects of recovery and strength of recovery on satisfaction and voice behaviors.

Symptoms of burnout and service recovery performance: The influence of job resourcefulness

Michel Rod, Nicholas J. Ashill

This study aims to expand on previous research on the antecedents and outcomes of burnout, and to examine the role of job resourcefulness as a situational personality trait with…

Signaling intrinsic service quality and value via accreditation and certification

Rhett H. Walker, Lester W. Johnson

This paper sets out to consider the role that can be played by independent professional accreditation systems and processes in influencing and grounding the intrinsic quality of…

Bridge over troubled water or long and winding road?: Gap‐5 in airline service quality performance measures

Vinh Sum Chau, Yu‐Ying Kao

This paper seeks to apply the SERVQUAL model to identify critical performance measures in the airline industry, exploring differences between Eastern and Western expectations of…

Special issue on Integrated management systems