Managing Service Quality: An International Journal: Volume 19 Issue 4
Table of contents
Predictors of customer satisfaction: testing the classical paradigms
Uwe Peter Kanning, Nina BergmannThe purpose of this study is to ascertain the best predictors of customer satisfaction by analysing and comparing the variables of two classical paradigms: the…
Impacts of customer service on relationship quality: an empirical study in China
Su Qin, Li Zhao, Xu YiThe paper investigates the impacts of customer‐service interactions on relationship quality in retailing services in China.
E‐service quality: comparing the perceptions of providers and customers
Emmanouil Stiakakis, Christos K. GeorgiadisThis study aims to identify the similarities and differences between the perspectives of providers and customers regarding the important dimensions and attributes of e‐service…
The effect of managerial practice on employee‐perceived service quality: The role of emotional satisfaction
Terje SlåttenThe aim of this study is to study the relationships among: two types of managerial practices (“reward” and “support”), two types of emotional satisfaction (“positive” and…
Moderating role of team identification on the relationship between service quality and repurchase intentions among spectators of professional sports
Nicholas D. Theodorakis, Athanasios Koustelios, Leigh Robinson, Achilleas BarlasThis study seeks to examine the moderating role of team identification regarding the relationship between service quality and repurchase intentions among spectators of…
Why and how service quality perceptions impact consumer responses
Michael Etgar, Galia FuchsThis study aims to explore the relationship between the perceived quality of services provided by specialist physicians and patients' attitudinal responses along cognitive…