Managing Service Quality: An International Journal: Volume 21 Issue 1
Table of contents
The customer experience: a road‐map for improvement
Robert Johnston, Xiangyu KongThis paper aims to respond to the call to help organisations to systematically engineer their customer experiences. Its objective is to investigate how organisations actually go…
E‐service attributes available on men's and women's apparel web sites
Minjeong Kim, Jung‐Hwan Kim, Sharron J. LennonThe purpose of this study is to examine whether service attributes available on women's apparel web sites differ from those available on men's apparel web sites in relation to the…
A critical review of techniques for classifying quality attributes in the Kano model
Josip Mikulić, Darko PrebežacThe purpose of this paper is: to review the most commonly used approaches to the classification of quality attributes according to the Kano model; to identify the…
Relational impact of service providers' interaction behavior in healthcare
Sanjaya Singh Gaur, Yingzi Xu, Ali Quazi, Swathi NandiThe aim of this paper is to examine how patients' loyalty, and confidence in their doctors, are influenced by doctors' interaction behavior, namely, listening and explaining…
Antecedents and effects of engaged frontline employees: A study from the hospitality industry
Terje Slåtten, Mehmet MehmetogluThe aim of this study is to examine factors related to employee engagement in frontline jobs in service firms.