Managing Service Quality: An International Journal: Volume 21 Issue 2
Table of contents
Development and testing of the Consumer Experience Index (CEI)
SeungHyun Kim, JaeMin Cha, Bonnie J. Knutson, Jeffrey A. BeckThe primary purpose of this paper is to develop a parsimonious Consumer Experience Index (CEI) and then identify and validate the dimensionality of the experience concept.
Generating positive word‐of‐mouth in the service experience
Sandy Ng, Meredith E. David, Tracey S. DaggerThis paper seeks to investigate the effects of relationship benefits on relationship quality and aspects of service quality, namely technical and functional quality, and the…
Service co‐creation in community‐based aged healthcare
Liz Gill, Lesley White, Ian Douglas CameronThe purpose of the paper is to identify and describe the themes underlying four concepts: client orientation, client involvement, provider empowerment, and client empowerment…
Consumer language preferences in service encounters: a cross‐cultural perspective
Jonas HolmqvistThe importance of the mutual interaction between consumers and the company in service encounters is widely recognised, but researchers have usually presumed that both parties are…
A comparison of users and non‐users of banking self‐service technology in Portugal
João F. Proença, Maria Antónia RodriguesThe purpose of this paper is to examine the behaviour of Portuguese users and non‐users of self‐service technologies (SSTs) in banking services.