Managing Service Quality: An International Journal: Volume 15 Issue 2
Table of contents - Special Issue: QUIS 9 symposium – service excellence in management
Guest Editors: Anders Gustafsson, Bo Edvardsson
Service quality: beyond cognitive assessment
Bo EdvardssonThe aim of this article is to contribute to widening the scope of service quality by focusing on dimensions beyond cognitive assessment. The focus is on the role of customers’…
Service quality as an important dimension of brand equity in Swiss services industries
Thomas Bamert, Hans Peter WehrliBrand equity has been a topic of interest in consumer goods markets for many years. Several studies suggest that existing consumer‐based measures of brand equity, which have…
A manufacturer becoming service provider – challenges and a paradox
Saara BraxTo provide a perspective on the nature of service infusion in manufacturing companies based on a case analysis in the context of a maintenance management solution for industrial…
Fading customer relationships in professional services
Helena ÅkerlundFading customer relationships are important phenomena to understand for companies to prevent a future relationship termination, manage a desired relationship termination, or…
Does customer satisfaction lead to profitability?: The mediating role of share‐of‐wallet
Timothy L. Keiningham, Tiffany Perkins‐Munn, Lerzan Aksoy, Demitry EstrinMany researches have proposed a virtuous chain of effects from improved customer satisfaction to profits. In particular, satisfaction is thought to improve share‐of‐spending…
E‐services and offline fulfilment: how e‐loyalty is created
Janjaap Semeijn, Allard C.R. van Riel, Marcel J.H. van Birgelen, Sandra StreukensMost transactions initiated online are completed by some form of offline fulfilment, i.e. the delivery of the goods to the customer's doorstep. In previous studies, web site…
The importance of attitude and appearance in the service encounter in retail and hospitality
Dennis Nickson, Chris Warhurst, Eli DuttonFor service organisations the interaction between front‐line personnel and the customer is crucial as they aim to create high quality service encounters. Much research has focused…