Managing Service Quality: An International Journal: Volume 23 Issue 5
Table of contents
The impact of web site quality on flow‐related online shopping behaviors in C2C e‐marketplaces: A cross‐national study
Qingji Fan, Jeoung Yul Lee, Joong In KimThrough a literature review, we found four potential research topics that are rarely studied in the extant literature, i.e. the missing link between web site quality and flow, an…
Implementing CRM in nursing homes: the effects on resident satisfaction
Mei‐Ling WangThe present study evaluates the effects of four‐component customer relationship management (CRM) on nursing home resident satisfaction by incorporating residents’ perceptions of…
Perceived risk, usage frequency of mobile banking services
ChauShen ChenThis study discusses the effects of diffusion and adopters of mobile banking services (MBSs), perceived risk, brand awareness, and brand image of MBS providers, on attitude toward…
Is maximum customer service always a good thing? Customer satisfaction in response to over‐attentive service
Hsuan‐Hsuan Ku, Chien‐Chih Kuo, Martin ChenTo investigate customer satisfaction with service encounters characterized by an over‐attentive level of service, and the contextual and individual factors moderating the…