Managing Service Quality: An International Journal: Volume 16 Issue 3

Values‐based service brands: narratives from IKEA

Bo Edvardsson, Bo Enquist, Michael Hay

The purpose of this paper is to present a model for values‐based service brands grounded in values‐based service management. In undertaking this task, the paper addresses two…

Improvisation in service performances: lessons from jazz

Joby John, Stephen J. Grove, Raymond P. Fisk

The purpose of this article is to establish the efficacy of jazz improvisation as a useful metaphor to understand and implement features that contribute to excellent service…

Call center satisfaction and customer retention in a co‐branded service context

Timothy L. Keiningham, Lerzan Aksoy, Tor Wallin Andreassen, Bruce Cooil, Barry J. Wahren

This paper aims to examine call center satisfaction in an escalated call center context where callers are organization members of the primary/leveraged brand and have purchased…

Telephone surveillance in call centers: prescriptions for reducing strain

Philip E. Varca

The purpose of this study is to examine telephone surveillance in call centers and the role that job control plays in reducing the strain associated with the practice.

The role of private branding in improving service quality

Ram Herstein, Eyal Gamliel

The purpose of this research is to examine the potential contribution of private branding to the service sector, and to integrate private branding into the SERVQUAL model.

Tangibility as a quality factor in electronic commerce b2c

Lucía Melián‐Alzola, Víctor Padrón‐Robaina

The purpose of this paper is to analyze the role and importance of the tangible elements of purchase processes in business to customer (b2c) electronic commerce, as well as the…

Editorial

Jay Kandampully