Managing Service Quality: An International Journal: Volume 24 Issue 4

Retaining customers after service failure recoveries: a contingency model

Kai-Yu Wang, Li-Chun Hsu, Wen-Hai Chih

The purpose of this paper is to propose and empirically test a customer retention contingency model in service failure settings. Specifically, this research investigates how…

A visual interactive method for service prototyping

Dae Jung Bae, Choon Seong Leem

Despite the importance of the service design process, existing prototyping methods still have technical limitations, thus hampering the development of realistic service-experience…

The restorative potential of senior centers

Mark S. Rosenbaum, Jillian C. Sweeney, Carolyn Massiah

The purpose of this paper is to help senior center managers and service researchers understand why some patrons experience health benefits, primarily fatigue relief, through…

Mediating effects between World Games identification and licensed merchandise

Lee-Joy Cheng, Chin-Chia Yeh, Seng-Lee Wong

The purpose of this paper is to explore consumer decision-making factors related to purchases of licensed merchandise, while focussing on how consumers’ identification with the…

Trust transfer and the effect of service quality on trust in the healthcare industry

Che-hui Lien, Jyh-Jeng Wu, Ying-Hueih Chen, Chang-Jhan Wang

The purpose of this paper is to examine the effect of service quality (interaction, physical environment, and outcome quality) on trust, to investigate the trust transfer in the…