Managing Service Quality: An International Journal: Volume 24 Issue 5
Table of contents
Psychometric sifting to efficiently select the right service employees
John E.G. Bateson, Jochen Wirtz, Eugene Burke, Carly VaughanService employees in subordinate service roles are crucial for operational efficiency and service quality. However, the stressful nature of these roles, inappropriate hire…
Transaction convenience in the payment stage: the retailers’ perspective
Heléne Lundberg, Peter Öhman, Ulrika SjödinThe purpose of this paper is to shed light upon how retailers view alternative payment forms and to what extent they are willing to risk offending their customers by imposing…
Developing life insurer-insurance intermediary relationships
Tsu-Wei Yu, Mei-Su ChenThe purpose of this paper is to investigate the influential factors of the antecedents of relationship quality (RQ), RQ, and long-term relationship orientation between the members…
Emotional stability and switching barriers in the retail banking context
Moh’d A. Al-hawariThe purpose of this paper is to explore the relationships between switching barriers and bank customers’ loyalty in the UAE, and their variation according to customers’ emotional…
An integrated-process model of service quality, institutional brand and behavioural intentions: The case of a University
Parves Sultan, Ho Yin WongThe purpose of this paper is to develop and test an integrated-process model/an index model by incorporating the antecedents and consequences of service quality in a higher…
The mediating role of alliance marketing program creativity on the relationship between alliance orientation and market performance in the services industry
Seongho Kang, Won-Moo Hur, Minsung KimThe purpose of this paper is to examine the validity of the already suggested positive relationship between marketing alliance orientation and market performance in a service…