International Journal of Quality and Service Sciences: Volume 13 Issue 3

Modeling spiritual intelligence on quality of work life of college teachers: a mediating role of psychological capital

Himanshu Singla, Minakshi Duggal Mehta, Pooja Mehta

This paper aims to investigate the effect of spiritual intelligence on the quality of work life (QWL) of college teachers. Besides this, the mediating impact of psychological…

Students’ perception and satisfaction of services provided by public and private higher education institutes: a case study in Albania

Drita Kruja, Huong Ha, Elvira Tabaku

There have been many research studies on students’ satisfaction of services in universities in developed countries. However, students’ expectation and satisfaction of public and…

Increasing the value of quality management systems

Ida Gremyr, Jan Lenning, Mattias Elg, Jason Martin

Over one million organisations have a quality management system (QMS) certified to the ISO 9001 standard; however, the system requires a lot of resources and its value has been…

Operations-oriented strategies and patient satisfaction: the mediating effect of service experience

Kwabena G. Boakye, Hong Qin, Charles Blankson, Mark D. Hanna, Victor R. Prybutok

The purpose of this study is to explore the direct and indirect effects of perceived provider professionalism and service recovery in enhancing patient satisfaction in a…

Patient hospital experience and satisfaction on social media

Subhajit Chakraborty, E. Mitchell Church

The purpose of this paper is to show the value of open-ended narrative patient reviews on social media for elucidating aspects of hospital patient satisfaction.

What older adults do in online communities when they co-create and co-destruct value

Mostafa Kamalpour, Rebekah Eden, Rehan A. Syed, Laurie Buys, Amina Tariq, Jason Watson

This study aims to explain the value co-creation and co-destruction practices of older adults in an online community (OC).

The effects of cruise attributes on impulse buying behavior: the mediating role of impulsive buying tendency

Jookyung Kwon, Jiseon Ahn

This study aims to examine the effects of cruise attributes on impulse buying of service customers through impulsive buying tendency. Specifically, this study investigates whether…

The emotional influence on satisfaction and complaint behavior in hedonic and utilitarian services

Cristina Calvo-Porral, Luis-Miguel Otero-Prada

Greater attention should be paid to the emotional aspects of the service experience. In this context, this paper aims to propose that emotions will have a different impact on…

The synergetic effect of after sales service, customer satisfaction, loyalty and repurchase intention on word of mouth

Mohd Nasir, Mohd Adil, Aruna Dhamija

Under a dynamic business environment that is seen today, organizations need to adopt the right blend of strategies to attract, retain and maintain customers. Extant marketing…