Managing Service Quality: An International Journal: Volume 22 Issue 1
Table of contents
The joint effects of compensation frames and price levels on service recovery of online pricing error
Yuan‐shuh Lii, Monle LeeThe purpose of this research is to explore the joint effect of compensation frames and product‐price levels on consumer attitudinal reactions and behavioral intentions after a…
Joint service development – the creations of the prerequisite for the service development
Patrik GottfridssonThe purpose of this study is to describe how parted or divided service development is carried out, where interactions and cooperation need to take place with other actors in order…
Satisfaction and zone of tolerance: the moderating roles of elaboration and loyalty programs
Li‐Wei Wu, Chung‐Yu WangThis study seeks to understand how elaboration and loyalty programs affect the relative importance of satisfaction and the zone of tolerance (ZOT) in determining customer loyalty…
Customer loyalty and the role of relationship length
Chung‐Yu Wang, Li‐Wei WuThe objective of this study is to examine the effect of corporate image, perceived value, and switching costs on customer loyalty in customer/provider relationships of different…
Effects of customer expertise on spillovers between products and services: An exploratory study on mobile communications
Yi Ding, Kai‐Hin ChaiBased on associative network theory and a service systems perspective, this study aims to investigate the spillover effects of quality and customer satisfaction between products…