Managing Service Quality: An International Journal: Volume 24 Issue 3

The service revolution and its marketing implications: service logic vs service-dominant logic

Christian Grönroos, Johanna Gummerus

– The purpose of this conceptual paper is to analyse the implications generated by a service perspective.

Is the quantity-quality trade-off in call centres a false dichotomy?

Benjamin Piers William Ellway

The purpose of this paper is to examine the existing conceptualisation of quantity and quality in call centres as conflicting or contradictory, and through qualitative analysis…

Investigating temporal effects of risk perceptions and satisfaction on customer loyalty

Hong-Youl Ha, Hee-Young Son

The purpose of this paper is to examine how product usage satisfaction mediates the link between two types of perceived risk and loyalty intentions, and investigate the three…

Customer preference for decision authority in credence services: The moderating effects of source credibility and persuasion knowledge

Anothai Ngamvichaikit, Rian Beise-Zee

The purpose of this paper is to examine the effects of offering customer decision authority on customer satisfaction in credence services, and the moderating effects of customer…

Moderators of the relationship between social bonding and organizational commitment

Edward Shih-Tse Wang

The commitment of service employees to an organization is a critical concern that affects the success of an organization. The purpose of this paper is to investigate whether the…