Managing Service Quality: An International Journal: Volume 22 Issue 3

Management accounting roles in supporting servitisation: Implications for decision making at multiple levels

Teemu Laine, Jari Paranko, Petri Suomala

The purpose of this paper is to analyse the potentially supportive roles of management accounting (MA) in the servitisation of manufacturers.

Organizational adoption of new service development tools

Dayu Jin, Kah‐Hin Chai, Kay‐Chuan Tan

A number of new service development (NSD) tools have been proposed to facilitate NSD processes. Despite the proved values, NSD tools are not used frequently. The purpose of this…

The formation of consumer attitudes and intentions towards fast food restaurants: How do teenagers differ from adults?

Björn Frank

Past research showed that overly positive attitudes and intentions towards fast food contribute to obesity. In the face of rising childhood obesity, the purpose of this paper is…

A structural equation model of TQM, market orientation and service quality: Evidence from a developing nation

Siew‐Yong Lam, Voon‐Hsien Lee, Keng‐Boon Ooi, Kongkiti Phusavat

The purpose of this paper is to examine the relationship between total quality management (TQM), market orientation and service quality in the Malaysian service industry.

All for one but does one strategy work for all?: Building consumer loyalty in multi‐channel distribution

Yi‐Ching Hsieh, Jinshyang Roan, Anurag Pant, Jung‐Kuei Hsieh, Wen‐Ying Chen, Monle Lee, Hung‐Chang Chiu

The purpose of this paper is to explore how multichannel customers evaluate overall satisfaction across distribution channels and what the antecedents are of such satisfaction.