Table of contents
This study develops a sequential process model to address how to improve firm performance by responding to external stakeholder pressures in service contexts.
“Yes, I know you”: the role of source familiarity in the relationship between service adaptive behavior and customer satisfactionYung-Cheng Shen, Heng-Yu Lin, Cindy Yunhsin Chou, Po Han Wu, Wei-Hao Yang
This study investigates the role of source familiarity in moderating the effect of service adaptive behavior (SAB) on customer satisfaction. Applying the…
Research regarding the quality of e-tailers’ service during product returns is sparse and the little that has been performed treats returns as recovery from failure…
Healthcare service is a process that comprises a series of touchpoints underlying the key facets of service delivery, collectively shaping the users' (i.e. patients…
The purpose of the paper is to present a service design (SD)-based methodology developed to help small and medium enterprises (SMEs) undertake organisational change.
Renamed from:Managing Service Quality: An International Journal
Online date, start – end:2015
Copyright Holder:Emerald Publishing Limited
- Dr. Chatura Ranaweera
- Dr. Marianna Sigala