Managing Service Quality: An International Journal: Volume 20 Issue 2
Table of contents - Special Issue: Selected papers from the QUIS‐11 Symposium
Quality in group service encounters: A theoretical exploration of the concept of a simultaneous multi‐customer co‐creation process
Jörg Finsterwalder, Sven TuzovicThe purpose of this paper is to explore the concept of service quality for settings where several customers are involved in the joint creation and consumption of a service. The…
Service business development in small and medium capital goods manufacturing companies
Heiko Gebauer, Marco Paiola, Bo EdvardssonThe purpose of this paper is to focus on how small‐ and medium‐sized enterprises (SMEs) from the capital goods manufacturing sector develop the service business. Assuming the…
Coping with confusion: The case of the Dutch mobile phone market
Hans Kasper, Josée Bloemer, Paul H. DriessenThe purpose of this paper is to provide insight into how consumers cope with confusion caused by overload in information and/or choice. The paper investigates whether consumers…
Service innovations in manufacturing firms
Ida Gremyr, Nina Löfberg, Lars WitellThe purpose of this paper is to identify and describe certain critical dimensions related to service innovation in manufacturing firms. The paper focuses on dimensions related to…
The burdens of ownership: reasons for preferring renting
Sabine Moeller, Kristina WittkowskiThe purpose of this study is to identify and assess the importance of proposed determinants of the growing consumer preference for renting consumer goods, as opposed to the actual…