Managing Service Quality: An International Journal: Volume 14 Issue 6

Comfort your online customer: quality, trust and loyalty on the internet

Dina Ribbink, Allard C.R. van Riel, Veronica Liljander, Sandra Streukens

In e‐commerce, loyal customers are considered extremely valuable. Loyalty is generally attributed to satisfaction with the quality of service. Since online transactions involve…

Service skills for service workers: emotional intelligence and beyond

Philip E. Varca

This research documents the requisite skills for business‐to‐business service representatives. Using job observation and group interviews, a list of 28 potential service skills…

A customized construct of sequential service quality in service encounter chains: time, context, and performance threshold

Göran Svensson

Studies of the construct of service quality have traditionally been undertaken from the perspective of the service receiver. More recently, research has focused on both the…

The effects of organizational responses to complaints on satisfaction and loyalty: a study of hotel guests in Northern Cyprus

Osman M. Karatepe, Erdogan H. Ekiz

This study investigates the effects of various organizational responses to complaints on post‐complaint customer behaviors. Specifically, the study investigates the effects of…

Service quality measurements in ports of a developing economy: Nigerian ports survey

Chinonye Ugboma, Callistus Ibe, Innocent C. Ogwude

Identifies and assesses the key determinants of service quality and determines the quality of service offered by two ports in Nigeria using the SERVQUAL model. The main service…

A transparent role of information systems within business processes: a case study

Menno Verboom, Jos van Iwaarden, Ton van der Wiele

Service organisations still struggle with the adoption of a road to excellence. Evidence exists that processes and systems in service organisations are not always as advanced as…