Managing Service Quality: An International Journal: Volume 24 Issue 2

The influence of movie's quality on its performance: evidence based on Oscar Awards

Weiling Zhuang, Barry Babin, Qian Xiao, Mihaela Paun

The purpose of this paper is to develop and empirically test a new framework that shows how different signals of movie quality along with key control variables affect consumers’…

Does relationship matter? – Customers’ response to service failure

Chia-Ching Tsai, Yung-Kai Yang, Yu-Chi Cheng

The purpose of this paper is to examine how service failure affects customers’ negative response and how service recovery affects perceived justice in the context of different…

Modeling contextually elicited service quality expectations

Stephen Strombeck, Shih-Tung Shu

– The purpose of this paper is to demonstrate the critical role that context plays in measuring service quality.

The impact of relational bonds on brand loyalty: the mediating effect of brand relationship quality

Chao-Chin Huang, Shih-Chieh Fang, Shyh-Ming Huang, Shao-Chi Chang, Shyh-Rong Fang

While the literature attends to how customer retention strategies develop relationship quality (e.g. trust), it does not account for the potential mediator (s) in this…