Managing Service Quality: An International Journal: Volume 19 Issue 6
Table of contents
Handling customer complaints effectively: A comparison of the value maps of female and male complainants
Thorsten Gruber, Isabelle Szmigin, Roediger VossThis paper seeks to explore the nature of complaint satisfaction with particular emphasis on the qualities and behaviours that male and female customers value during personal…
Improvisation in service recovery
Miguel Pina e Cunha, Arménio Rego, Ken KamocheThe purpose of this paper is to discuss the role of improvisation in service recovery.
Is C‐OAR‐SE best for internet retailing service quality?
Julie E. FrancisThis paper aims to respond to claims by Collier and Bienstock and Rossiter that reflective measurement is wrong for internet retailing service quality (IRSQ). The research…
The importance of self‐service kiosks in developing consumers' retail patronage intentions
Hyun‐Joo Lee, Ann E. Fairhurst, Min‐Young LeeThe purpose of this study is to examine ways in which service quality delivered by self‐service kiosks influences consumers' retail patronage intentions.
An approach to develop effective customer loyalty programs: The VIP program at T&T Supermarkets Inc.
Richard Ho, Leo Huang, Stanley Huang, Tina Lee, Alexander Rosten, Christopher S. TangThis paper sets out to present a practical approach to develop an effective customer loyalty program by incorporating competition and heterogeneity in customers' preferences, and…
Atmospheric experiences that emotionally touch customers: A case study from a winter park
Terje Slåtten, Mehmet Mehmetoglu, Göran Svensson, Sander SværiThis study aims to focus on what types of atmospheric experiences emotionally touch visitors at a winter park. The objective is to describe and explain the relationship between…