Managing Service Quality: An International Journal: Volume 22 Issue 4
Table of contents
Developing our understanding of patronizing frontline employees
Nwamaka A. Anaza, Brian N. RutherfordIn an overwhelming portion of the US service economy, the multifaceted responsibilities that frontline employees play as patrons have been overlooked within the academic…
Challenges in serving the mass affluent segment: bank customer perceptions of service quality
Christer Strandberg, Olof Wahlberg, Peter ÖhmanThe purpose of this paper is to explore the possible usefulness of a combined multi‐attribute and Kano model in analysing how service quality is perceived by mass affluent bank…
Validation of Eventserv‐Short: A brief measure of customer satisfaction with game day services
David S. Martin, Ryan Howell, Christopher Newman, Kelly MartinThe purpose of this paper is to validate a shortened measure of consumers’ satisfaction with the service quality at sporting events. The scale's ability to predict both customer…
The impact of financial services quality and fairness on customer satisfaction
Houn‐Gee Chen, Julie Yu‐Chih Liu, Tsong Shin Sheu, Ming‐Hsien YangCustomer satisfaction in the banking industry has long been measured as a function of service quality by using a variation of the SERVQUAL instrument. The purpose of this paper is…