International Journal of Service Industry Management: Volume 8 Issue 4

Application of root cause analysis in a service delivery operational environment: A framework for implementation

Jeffrey J. Dorsch, Mahmoud M. Yasin, Andrew J. Czuchry

Presents an approach for applying root cause analysis (RCA) in a service delivery system for the purpose of investigating and correcting service delivery system problems. Utilizes…

The influence of experience on service expectations

Cathy Johnson, Brian P. Mathews

States that expectations play an important part in service quality. Currently, the most widely adopted view of service quality results from customers’ expectations being met or…

A process‐oriented contingency approach to responsibility in professional services

Sven Modell

States that theoretical constructs of organizational technology in pervasive use in contingency research in management accounting and control can be criticized for failing to…

The nomological net of perceived service quality

Henk Roest, Rik Pieters

Aims to explicate the relationships between, and restrict the domains of, perceived service quality, perceived product value, product attitude, and customer…