International Journal of Quality and Service Sciences: Volume 5 Issue 4

Can emotional scaling methods improve quality in services?

David Longbottom, Amir Modjahedi

This paper aims to investigate the role that deep emotional feelings play in relation to process/service re-design and process/service improvement. It suggests that attention to…

A model of the perception gap between different actors

Taro Kanno, Kazuo Furuta, Tsai-Hsuan Chou

– The purpose of this article is to propose a model that describes and categorizes the perception gap between different persons and groups/stakeholders.

Competitive strategy: the link between service characteristics and customer satisfaction

Patti Collett Miles

This study aims to examine how firm strategy may affect customer satisfaction in relationship to service the characteristics of quality, servicescape and value. Specifically, this…

Critical factors of service quality in a graduate school of Malaysia

Noor Hazilah Abd Manaf, Khaliq Ahmad, Selim Ahmed

This paper aims to evaluate the service quality of a higher educational institute in Malaysia based on the seven dimensions, namely administrative service, tangibles, academic…