Managing Service Quality: An International Journal: Volume 23 Issue 1
Table of contents
Online complaining: Understanding the adoption process and the role of individual and situational characteristics
Tor W. Andreassen, Sandra StreukensThe purpose of this paper is twofold. First, develop and test a conceptual model to understand customers’ intention to adopt online complaining. Second, to assess two competing…
A longitudinal study of the zone of tolerance
Michael Stodnick, Kathryn A. MarleyThe purpose of this paper is to use a longitudinal analysis of the zone of tolerance to reconcile the growing divide between the acceptance of the theoretical model and the lack…
Service responses to emotional states of business customers
Yi‐Chieh Wang, Rian Beise‐ZeeThe purpose of this paper is to study the service responses of service providers to the affective states of business clients and to test whether they have a positive effect on the…
Service quality in automated teller machines: an empirical investigation
Bedman NartehThe aim of this paper is to identify the dimensions of Automated Teller Machine (ATM) service quality and to evaluate customers’ perceptions of the relative importance of these…