Managing Service Quality: An International Journal: Volume 24 Issue 4
Table of contents
Retaining customers after service failure recoveries: a contingency model
Kai-Yu Wang, Li-Chun Hsu, Wen-Hai ChihThe purpose of this paper is to propose and empirically test a customer retention contingency model in service failure settings. Specifically, this research investigates how…
A visual interactive method for service prototyping
Dae Jung Bae, Choon Seong LeemDespite the importance of the service design process, existing prototyping methods still have technical limitations, thus hampering the development of realistic service-experience…
The restorative potential of senior centers
Mark S. Rosenbaum, Jillian C. Sweeney, Carolyn MassiahThe purpose of this paper is to help senior center managers and service researchers understand why some patrons experience health benefits, primarily fatigue relief, through…
Mediating effects between World Games identification and licensed merchandise
Lee-Joy Cheng, Chin-Chia Yeh, Seng-Lee WongThe purpose of this paper is to explore consumer decision-making factors related to purchases of licensed merchandise, while focussing on how consumers’ identification with the…
Trust transfer and the effect of service quality on trust in the healthcare industry
Che-hui Lien, Jyh-Jeng Wu, Ying-Hueih Chen, Chang-Jhan WangThe purpose of this paper is to examine the effect of service quality (interaction, physical environment, and outcome quality) on trust, to investigate the trust transfer in the…