Managing Service Quality: An International Journal: Volume 21 Issue 6
Table of contents - Special issue on ‘doing more with less’ with selected services marketing papers from the ANZMAC 2010 conference
Guest Editors: Jrg Finsterwalder, Tony Garry
How word of mouth communication varies across service encounters
Bodo LangWord‐of‐mouth (WOM) communication, satisfaction and service quality are inextricably linked. However, despite much research, the shape of the satisfaction‐WOM relationship is not…
Restorative cancer resource center servicescapes
Mark S. Rosenbaum, Jillian Sweeney, Jillian SmallwoodThis article aims to illustrate how service organizations (e.g. cancer resource centers) can create restorative servicescapes. The article addresses whether cancer patients…
Psychological safety, contributions and service satisfaction of customers in group service experiences
Volker G. Kuppelwieser, Jörg FinsterwalderThis paper aims to demonstrate how psychological safety influences individual contributions in customer groups where multiple customers co‐create a service experience. It also…
Customer service understanding: gender differences of frontline employees
Christine Mathies, Marion BurfordDespite widespread acknowledgement of the importance of employees to the success of service firms, research into how well frontline service staff understand service remains…
The effect of accent of service employee on customer service evaluation
Sally Rao Hill, Alastair TombsThe primary objective of this paper is to investigate the attitudes, feelings and perceptions of Australian consumers towards service frontline employees with accents that differ…
Building friendships and relationships: The role of conversation in hairdressing service encounters
Ivana Garzaniti, Glenn Pearce, John StantonThe purpose of this paper is to explore the contribution of conversation as an element of interaction that occurs in a hairdressing service encounter with the aim of seeking to…