Managing Service Quality: An International Journal: Volume 22 Issue 6
Table of contents - Special Issue: Servicing the way out of the economic downfall: exploring the present and future role of services
Guest Editors: Spiros Gounaris, Mustafa Tanyeri
The reciprocal impact of vertical service line extensions on parent brands: The roles of innovativeness, quality, and involvement
Jean BoisvertThe purpose of this paper is to examine the extent to which perceived extension innovativeness, extension quality, and consumer involvement affect reciprocal attitudes toward a…
Balanced market orientation: qualitative findings on a fragile equilibrium
George J. Avlonitis, Antonios A. GiannopoulosThe paper focuses on services marketing implementation synthesizing previous knowledge from the fields of internal and external marketing. Although academic debate over the…
Service blueprinting effectiveness: drivers of success
Giannis Kostopoulos, Spiros Gounaris, Achilleas BoukisThe aim of the present study is to theoretically elaborate the Service Blueprinting (SB) effectiveness concept and integrate it within a conceptual framework, with specific…
Pre‐recovery and post‐recovery emotions in the service context: a preliminary study
Ozge Ozgen, Sumeyra Duman KurtThe purpose of this study is to analyze the mediating role of pre‐recovery emotions on the relationship between severity of service failure and post‐recovery positive and negative…
Service blueprinting and BPMN: a comparison
Simon K. Milton, Lester W. JohnsonThe purpose of this paper is to compare and contrast a customer‐focused service process diagram tool (blueprinting) with an organizational‐focused process diagram tool (business…
The classification and importance of E‐S‐Qual quality attributes: an evaluation of online shoppers
Sumeyra Duman Kurt, Banu AtrekThe purpose of this study is to classify and assess the importance levels of the quality attributes of E‐S‐QUAL measurement scale, aiming to focus on the most important attributes…