Table of contents
Solicited diaries as a means of involving patients in development of healthcare services
Mattias Elg, Lars Witell, Bozena Poksinska, Jon Engström, Su Mi Dahlgaard‐Park, Peter KammerlindThe purpose of this paper is to develop an understanding of how patients experience their health problems and how they can generate innovative ideas about health care services…
Partitioning service encounters into touchpoints to enhance quality
Donelda S. McKechnie, Jim Grant, Fatema Shabbir GolawalaThis paper aims to discuss partitioning an air travel service encounter into touchpoints according to elements and phases, which are depth and breadth, respectively, using the…
Can there only be one? Towards a post‐paradigmatic service marketing approach
Johan Hultman, Richard EkThe purpose of this paper is to unlock positions regarding the goods/services dichotomy in service marketing and to offer an argument that treats goods and services on an…
Issues of delivering quality customer service in a higher education environment
Johanna Julia Vauterin, Lassi Linnanen, Esa MarttilaThis paper seeks to redress the lack of academic attention being given to the relationship between academia and industry in the competitive environment of international higher…
Rethinking “quality” by classic grounded theory
Ólavur ChristiansenThe purpose of this paper is to suggest a supplementary definition of quality and quality‐building in business. This supplementary definition is the outcome of a predominantly…
Tourist shopping motivation: go with the flow or follow the plan
Malin Sundström, Christine Lundberg, Stavroula GiannakisThe objective of the study is to describe and analyse different tourist shopping typologies based on their motives for visiting a shopping destination well known for its low…
Modelling the service antecedents of favourable and unfavourable behaviour intentions in life insurance services in India: An SEM study
Rajat GeraThe purpose of this paper is to identify and discuss the key conceptual and empirical inter‐relationships between service encounter variables of perceived agent service quality…
ISSN:
1756-669Xe-ISSN:
1756-6703ISSN-L:
1756-669XOnline date, start – end:
2009Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Riadh Ladhari