Managing Service Quality: An International Journal: Volume 17 Issue 1
Table of contents
Developing customer loyalty from e‐tail store image attributes
Zee‐Sun Yun, Linda K. GoodThe purpose of this paper is to investigate e‐tail store attributes that develop customers' positive perceptions of e‐tail store image, and determines whether or not they develop…
Applying platform design to improve the integration of patient services across the continuum of care
Marc H. Meyer, Eliot Jekowsky, Frederick G. CraneThe purpose of this paper is to provide the results of a case study that examined the application of platform design to improve the integration of patient care services across the…
Exploring service quality in the health and fitness industry
Stefan Lagrosen, Yvonne LagrosenThe purpose of the paper is to discover quality dimensions for the health‐and‐fitness industry and to examine the salient aspects of the quality‐management practices of…
Classification of quality attributes
Lars Witell, Martin LöfgrenThe purpose of this paper is to investigate whether the different approaches to the classification of quality attributes deliver consistent results.
Investigating and classifying clients' satisfaction with business incubator services
Muhamad Abduh, Clare D'Souza, Ali Quazi, Henry T. BurleyThe purpose of this paper is to show that a business incubation/incubator program is an enterprise development strategy, aimed at accelerating the process of formation…
Customer based brand equity: evidence from the hotel industry
Rüçhan Kayaman, Huseyin ArasliThe paper aims to explore interrelations of the four brand equity components; brand awareness, brand loyalty, perceived quality and brand image in hotel industry and improve the…