International Journal of Service Industry Management: Volume 13 Issue 4
Table of contents
The factor structure of customer satisfaction: An empirical test of the importance grid and the penalty‐reward‐contrast analysis
Kurt Matzler, Elmar SauerweinThere is growing evidence that service quality attributes fall into three categories of factors that have a different impact on the formation of customer satisfaction. However, it…
The job satisfaction and performance of contingent and regular customer service representatives: A human capital perspective
Dan Moshavi, James R. TerborgAlthough research on customer service representatives (CSRs) in call centers has increased in recent years, little attention has been paid to the growing use of contingent…
Optimizing the service configuration with the least total cost approach
Xiande Zhao, R.S.M. Lau, Kokin LamPresents an approach to optimize the service configurations of a student canteen utilizing computer simulation and a total cost function that incorporates both the cost of…
SYSTRA‐SQ: a new measure of bank service quality
Abdullah H. Aldlaigan, Francis A. ButtleWe describe the development of a new scale designed to measure service quality perceptions of retail bank customers. Empirical studies were performed in two waves. First…
The relationship of customer satisfaction and service workers’ perceived control: Examination of three models
Dana YagilThe study examined three models that suggested direct, mediated, and moderated relationships among personality and situational variables relating to the service provider and…