Managing Service Quality: An International Journal: Volume 20 Issue 6
Table of contents
Service quality and its relation to satisfaction and loyalty in logistics outsourcing relationships
Jari Juga, Jouni Juntunen, David B. GrantThe purpose of this paper is to investigate how perceived service quality influences both a shipper's satisfaction and subsequent loyalty in third‐party logistics outsourcing…
Value co‐creation as a determinant of success in public transport services: A study of the Swiss Federal Railway operator (SBB)
Heiko Gebauer, Mikael Johnson, Bo EnquistThis paper seeks to utilise Prahalad's five activities of co‐creation (customer engagement, self‐service, customer involvement, problem‐solving, and co‐design) to explore how…
The diminished effect of psychological empowerment on the self‐empowered
Thomas Chi Keung Chan, Keith Yong Ngee Ng, Gian CasimirThe purpose of this paper is to examine whether the relationship between psychological empowerment and performance on service quality is moderated by the need for achievement.
The role of strategic context, operational requirements, and work design in in‐house call centres in the financial sector
Christer Strandberg, Rolf DalinThe purpose of this paper is to explore and describe associations between the strategic (market/industry) context, the operational requirements, and the work design of in‐house…
Improvement gap analysis
Gérson Tontini, Jaime Dagostin PicoloThe purpose of this paper is to present the improvement gap analysis (IGA), a simple method to direct improvement opportunities in services that overcomes limitations of the…