Managing Service Quality: An International Journal: Volume 14 Issue 1

For services, the play’s (still) the thing

Michael R. Solomon

A service is an interactive experience very similar to a theatrical performance complete with actors, props and costumes. And, this is a show that often demands proactive…

Service recovery in the airline industry: a cross‐cultural comparison of the attitudes and behaviours of British and Italian front‐line personnel

Natalia Lorenzoni, Barbara R. Lewis

This study investigates the attitudes and behaviour of airline front‐line personnel in Britain and Italy, in situations of service failure and recovery. Attitudes towards service…

Exploring the future roles and capabilities of customer service professionals

Julia A. Kiely, Colin G. Armistead

The study investigates the roles and capabilities likely to be required of customer service professionals (CSPs) in future service encounters. Following a literature review and…

Customer satisfaction and retention: the experiences of individual employees

Ove C. Hansemark, Marie Albinsson

The purpose of this study was to explore how the employees of a company experience the concepts of customer satisfaction and retention. A phenomenological method was used…

A conceptual model and empirical examination of the effect of service guarantees on post‐purchase consumption evaluations

Michael A. McCollough, Dwayne D. Gremler

Empirically evaluates a model of service guarantees by addressing the impact of a service guarantee on consumers’ satisfaction evaluations. Proposes a model suggesting that the…

Linking dimensions of service quality to organizational outcomes

Julia E. Blose, William B. Tankersley

While market theorists have devoted a great deal of effort to the conceptualization of service quality, the practical guidance available to service providers continues to be very…

Managing service quality in banks: customers’ gender effects

Charalambos Spathis, Eugenia Petridou, Niki Glaveli

This paper discusses the service quality of Greek banks on the basis of their customers’ perceptions, and analyses how gender differences affect customers’ perceptions of service…

The ASP‐Qual model: measuring ASP service quality in Greece

Marianna Sigala

Service quality is argued to be a crucial success factor for application service providers (ASPs), but yet an empirically validated instrument for measuring the service quality of…