International Journal of Quality and Service Sciences
Issue(s) available: 49 – From Volume: 1 Issue: 1, to Volume: 14 Issue: 5
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Volume 2
Exploring factors influencing service trade-offs in the higher education sector: evidence from Malaysia
Saravanan Raman, Norazah Mohd Suki, Lee Heng Wei, Subhaseni ChinniahTrade-offs are unavoidable in a competitive and difficult economic environment, causing a challenge for those wanting to provide consistently high-quality service across…
Effect of organizational justice and support on organizational commitment and employee turnover intentions: the mediating role of employee engagement
Arun Aggarwal, Dinesh Jaisinghani, Kamrunnisha NobiThe purpose of this study is to develop and test a model on antecedents and consequences of employee engagement in the context of information technology (IT) employees.
After-sales service shaping assortment satisfaction and online repatronage intention in the backdrop of social influence
Pranay VermaThis paper aims to analyze online repatronage intention (ORI) in the context of after-sales service (ASS) and assortment satisfaction (AS) for professional services. This…
Consumer experience co-creation in speciality coffee through social media sharing: its antecedents and consequences
Tongrawee Silanoi, Supawat Meeprom, Porramate JaratmetakulThe present study aims to examine consumers’ happiness experiences for speciality coffee consumption in Thailand by considering the role of consumers’ active…
Corporate image as an enabler of customer retention
Vai Shiem Leong, Diyana Maslina Hj Ahady, Nazlida MuhamadThis study aims to examine the extent of corporate image of mobile telecommunication company on service quality and price fairness, which subsequently play important roles…
Customer incivil behavior and employee retaliation
Arpita Agnihotri, Saurabh BhattacharyaThe purpose of this study is to examine a moderated mediation relationship between customer incivility and employee retaliation.
Influence of quality management and allied certifications on consumers
Neeraj Yadav, Pantri Heriyati, Harsh Kumar, Dewi TamaraThe perception of consumers towards the products or services that are provided by organisations that are certified to various international quality management and allied…
Consumer behavioral intention to use restaurant, concert and education services online during and after the COVID-19 pandemic: evidence from Brazil
Jorge H.O. Silva, Camila Favoretto, Igor Roberto Amancio, Gilberto M.D. Ganga, Fabiane L. Lizarelli, Glauco H.S. MendesThis study aims to examine the determinants of consumer behavioral intention to use the restaurant, concert and education services online during and after the COVID-19 pandemic.
Quality, resilience, sustainability and excellence: understanding LEGO’s journey towards organisational excellence
Jens Jörn Dahlgaard, Loukas N. AnninosThis study aims to reflect on quality, sustainability and resilience as emerging organisational priorities within total quality management (TQM) and organisational excellence.
Assessing service quality and the perceptual difference between employees and patients of public hospitals in a developing country
Ernest Afene Fiakpa, Thu-Huong Nguyen, Anona ArmstrongThis study aims to examine service quality in Nigerian general hospitals and determines possible differences in service quality perceptions between employees and patients.
Marketing platform products for successful customer outcomes: an empirical investigation of project process integration
Paul C. Hong, Young Soo Park, Xiyue Deng, David W. HwangCross-functional teams engage in developing platform projects which become the basis of many smaller projects. The purpose of this paper is to examine how project teams…
Resilience of Brazilian health-care professionals during the pandemic
Claudia Araujo, Marina Siqueira, Liliana AmaralHealth-care professionals are caring for patients in unprecedented circumstances during the COVID-19 pandemic, dealing with scarce resources, higher demand and uncertain…
The evolution of quality: from inspection to quality 4.0
Evandro Eduardo BrodayQuality has undergone several transformations over the past decades. From the inspection to total quality management (TQM), some tools have been created to improve the…
ISSN:
1756-669XOnline date, start – end:
2009Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Dr Su Mi Dahlgaard-Park
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