Managing Service Quality: An International Journal: Volume 19 Issue 3
Table of contents
Service innovation and electronic word‐of‐mouth: is it worth listening to?
Tor W. Andreassen, Sandra StreukensThe purpose of this paper is to investigate what discussants in internet based discussion forums talk about. Investigates electronic word of mouth (e‐WOM) as a potential source of…
Seller‐initiated relationship ending: An empirical study of professional business‐to‐business services
Maria Holmlund, Päivi HobbsThe purpose of this study is to examine why and how sellers end relationships with customers.
A multi‐attribute model of web site interactivity and customer satisfaction: An application of the Kano model
Miao Zhao, Ruby Roy DholakiaThe purpose of this paper is to address the following questions in the context of a transactional web site. How do web site attributes influence customer satisfaction? Will an…
Service quality, emotional satisfaction, and behavioural intentions: A study in the hotel industry
Riadh LadhariThe purpose of this paper is to develop and test a conceptual model of the relationships among the constructs of “service quality”, “emotional satisfaction”, and “behavioural…
Service experience and service design: concepts and application in tourism SMEs
Anita ZehrerThe purpose of this paper is to explore the pertinent issues in the relationship between service experience and service design among small and medium‐sized enterprises (SMEs) in…
Service quality, satisfaction, and behavioural intentions: A study of low‐cost airline carriers in Thailand
Gour C. Saha, TheingiThe purpose of this paper is to examine the relationships among the constructs of service quality, satisfaction, and behavioural intentions in passengers of three low‐cost…