Managing Service Quality: An International Journal: Volume 16 Issue 6
Table of contents
The impact of customer relationship characteristics on customer switching behavior: Differences between switchers and stayers
Juan Pablo Maicas Lopez, Yolanda Polo Redondo, Fco. Javier Sese OlivanThe purpose of this research is to show how relationship marketing has recognized the importance of building long‐term relationships in increasing firms' profitability and…
Introducing employee social identification to customer satisfaction research: A hotel industry study
David SolnetThe purpose of this paper is to address the concept of linkage research and propose the addition of social identity theory as an important consideration in managing…
Linking a service‐driven market orientation to service quality
Boo Ho VoonThe purpose of this research is to empirically develop a service‐driven market orientation construct and test its relationships with service quality.
Service expectations of older generation Y customers: An examination of apparel retail settings
Yoon Jin Ma, Linda S. NiehmThe purpose of this research is to examine the relationship of older Generation Y (Gen Y) customers' (18‐27) shopping orientations to their expectations for retail services. It…
Service recovery: a naturalistic decision‐making approach
Edwin Thwaites, Christine WilliamsThe purpose of the paper is to discuss approaches to decision making used in the emergency services and to relate these to decision making in service encounters in the tourism and…
Web site performance measurement: promise and reality
Ray Welling, Lesley WhiteThe purpose of this research is to examine the web site performance‐measurement activities of a range of businesses and to determine whether there are common measures that can be…