Managing Service Quality: An International Journal: Volume 24 Issue 2
Subject:
Table of contents
The influence of movie's quality on its performance: evidence based on Oscar Awards
Weiling Zhuang, Barry Babin, Qian Xiao, Mihaela PaunThe purpose of this paper is to develop and empirically test a new framework that shows how different signals of movie quality along with key control variables affect consumers’…
2986
Does relationship matter? – Customers’ response to service failure
Chia-Ching Tsai, Yung-Kai Yang, Yu-Chi ChengThe purpose of this paper is to examine how service failure affects customers’ negative response and how service recovery affects perceived justice in the context of different…
4313
Modeling contextually elicited service quality expectations
Stephen Strombeck, Shih-Tung Shu– The purpose of this paper is to demonstrate the critical role that context plays in measuring service quality.
1883
The impact of relational bonds on brand loyalty: the mediating effect of brand relationship quality
Chao-Chin Huang, Shih-Chieh Fang, Shyh-Ming Huang, Shao-Chi Chang, Shyh-Rong FangWhile the literature attends to how customer retention strategies develop relationship quality (e.g. trust), it does not account for the potential mediator (s) in this…
5511