Table of contents
An examination of relative satisfaction and share of wallet: investigating the impact of country and customer characteristics
Alexander John BuoyeAbsolute satisfaction ratings are widely used, but demonstrate a poor link to share of wallet, in part because this relationship is mediated and/or moderated by customer…
Trends in quality management research in higher education institutions
Juan José Tarí, Gavin DickThe purpose of this study is to determine the state of research in quality management in higher education institutions based on a review of the academic literature. The aim is to…
Value proposition test-driving for service innovation: how frontline employees innovate value propositions
Maria Åkesson, Per Skålén, Bo Edvardsson, Anna StålhammarThis article investigates the role of frontline employees in service innovation from a service-dominant logic perspective. Frontline employees lack a formal innovation obligation…
A critical incident technique investigation of customers’ waiting experiences in service encounters
Prabha Ramseook-MunhurrunThis study explores customers’ reactions to waiting experiences in service encounters. It seeks to explore the key driving features determining customer satisfaction and…
Engaged customers as job resources or demands for frontline employees?
Katrien Verleye, Paul Gemmel, Deva RangarajanThis paper proposes and empirically tests a theoretical model on how different customer engagement behaviors (CEBs), such as giving feedback and helping other customers, affect…
Exploring service adaptation in a business-to-business context
Xia Zhu, Judy ZolkiewskiThis study investigates service adaptation in a business-to-business context and explores the characteristics of service adaptation and how it takes place in business-to-business…
ISSN:
2055-6225Renamed from:
Managing Service Quality: An International JournalOnline date, start – end:
2015Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr. Chatura Ranaweera
- Dr. Marianna Sigala