Purpose: In response to calls for the identification of approaches that promote frontline employee (FLE) engagement, the purpose of this paper is to extend the current understanding of the influence of work design by testing competing mediating models that assess job resource and social...

Purpose: Service matching is defined in this paper as the process of combining a new service with one or more existing services. A recurring problem for service designer is to match new services with existing ones. This process may be seen as the fundamental action for the development of a...

Purpose: The purpose of this paper is to explore the doer effect of service failure (SF), good prior experience (GPE) and recovery on overall customer satisfaction and repurchase intentions for multi-agents in tourism service supply chain (TSSC). It specifically focuses on internal and external...

Purpose: The purpose of this paper is to explore black market retailing, with a focus on Colombia’s San Andresitos. Design/methodology/approach: The authors use grounded theory methodology to develop a theoretical framework that explains how consumers rationalize their acceptance, rejection,...

Purpose: The purpose of this paper is to explain the direct and moderating effects of perceived transparency on citizen satisfaction with public healthcare services. Design/methodology/approach: This paper extends the classic framework of service quality, value and satisfaction by adding...

Purpose: Importance-performance analysis (IPA) is an effective tool for firms to prioritise service quality attributes, but has limitations in evaluating and enhancing service quality within a competitive environment. The purpose of this paper is to present an evolved model of IPA –...

Purpose: The purpose of this paper is to measure service productivity using the Service Enterprise Productivity in Action (SEPIA) model. The research operationalises only one of the five stakeholder groups, the customer interface which incorporates service complexity (SC), customer...

Purpose: Scholars have proposed that the negative effects of service failures can be countered by developing and maintaining high quality customer-company relationships or by providing excellent service recovery to customers. While both strategies have been proposed as ways to overcome the...

Purpose: Ethical decisions determine which individuals and/or groups benefit, and which suffer. Such decisions by executives impact front-line providers directly and customers indirectly; they are important because repercussions in service interactions feel personal. The purpose of this paper...

Purpose: Companies work hard to reduce queue lengths due to the common belief that queues in general are undesirable. Extant literature mainly has focused on the negative consequences of queues and overlooked the potential positive effects. The purpose of this paper is to address the benefits...