International Journal of Quality and Service Sciences: Volume 10 Issue 2

Assessing service quality and customer behavioral responses in hospital outpatient services: A formative measurement approach

Apostolos Giovanis, George Pierrakos, Ioannis Rizomyliotis, Spyridon Binioris

In contrast to the reflective approach of service quality measurement, this paper aims to propose and validate a parsimonious multidimensional second-order formatively measured…

Integrated approach for evaluation of service quality in multistage sequential utilitarian service process

Sheila Roy, Indrajit Mukherjee

In the context of sequential multistage utilitarian service processes, the purpose of this study is to develop and validate propositions to study the impact of service quality…

The effect of cultural tightness–looseness on fraud perception in insurance services

Haithem Zourrig, Jeongsoo Park, Kamel El Hedhli, Mengxia Zhang

The purpose of this paper is to investigate how cultural tightness may influence consumers’ attitudes toward insurance services and occurrence of insurance fraud.

Factors influencing employer branding: Investigations of student perceptions outside metropolitan regions

Ines Brusch, Michael Brusch, Therese Kozlowski

Companies have to consider people as one of the most important resources. Especially, the combination of demanding work and academic workers requires activities with regard to…

Examining attraction loyalty formation in creative tourism

Dwi Suhartanto, Anthony Brien, Norzuwana Sumarjan, Nono Wibisono

This study aims to examine a creative attraction loyalty model which includes experience quality, satisfaction and motivation and to assess the model’s applicability in terms of…

Quality improvement initiatives based on customer and service provider perspectives in shopping malls

Fatma Pakdil, Feride Bahar Kurtulmuşoğlu

The purpose of this study is to optimize and improve service delivery configurations by integrating both customers’ and service providers’ perspectives into service delivery…

Customer roles from a self-service system perspective

Maria Åkesson, Bo Edvardsson

This paper aims to develop a theoretical framework of archetypical customer roles in a self-service-based system by applying role theory to understand customers’ resource…