Managing Service Quality: An International Journal: Volume 18 Issue 4

The impact of customers' perception of varying degrees of customer service on commitment and perceived relative attractiveness

Tor W. Andreassen, Line L. Olsen

The study is motivated by business' mixed response to increasing demand for customer service, leaving the question as to its impact on performance open. The study is concerned…

Web site satisfaction and purchase intentions: Impact of personality characteristics during initial web site visit

Chatura Ranaweera, Harvir Bansal, Gordon McDougall

A main focus in recent online consumer research has been on context specific trust, risk, and online buying experience. Despite the importance, their individual level…

Understanding core and peripheral service quality in customer repurchase of the performing arts

Margee Hume

This research models the interrelationship of service quality (SQ) for core and peripheral service, perceived value and satisfaction to establish a system of relationship that…

Antecedents and effects of emotional satisfaction on employee‐perceived service quality

Terje Slåtten

The aim of this paper has been to study the relationships among: four role stressors (“role ambiguity”, “role overload”, “role conflict”, and “work‐family conflict”); emotional…

Innovation of product‐related services

Heiko Gebauer, Regine Krempl, Elgar Fleisch, Thomas Friedli

This paper aims to answer the following two research questions: “What antecedents are required for the innovation of product‐related services?” and “How do the antecedents differ…

Customer satisfaction and service quality measurement in Indian call centres

Anand Kumar Jaiswal

The purpose of this research is to examine customer satisfaction and service quality measurement practices followed in call centres.