Managing Service Quality: An International Journal: Volume 22 Issue 5
Table of contents
Using a business game concept to enhance servitization: a longitudinal case study
Teemu Laine, Jari Paranko, Petri SuomalaThe purpose of this paper is to examine the potential benefits of a business game on customers’ business in enhancing servitization. The concept is proposed to be helpful in the…
Service excellence models: a critical discussion and comparison
Matthias Gouthier, Andreas Giese, Christopher BartlAs customer expectations expand and as product offerings hardly differ from each other, service excellence has gained in importance as a means of enhancing customer loyalty. The…
Value as a medical tourism driver
Hsiu‐Yuan WangThis study contends that customers’ perceived value can drive medical tourism. To demonstrate this, the purpose of this paper is to propose and test a research model capturing…
Moderating effects of supervisor support, monetary rewards, and career paths on the relationship between job burnout and turnover intentions in the context of call centers
Sujeong Choi, KiJu (KJ) Cheong, Richard A. FeinbergThis study focuses on the management of job burnout among customer service representatives. The purpose of this study is to investigate whether supervisor support, monetary…
Key personality traits and career satisfaction of customer service workers
John W. Lounsbury, Nancy Foster, Patrick C. Carmody, Ji Young Kim, Lucy W. Gibson, Adam W. DrostThe purpose of the present study is to identify key personality traits which distinguish customer service (CS) employees from other occupations and are related to their career…