Purpose: This study aims to focus on the food industry and empirically examine the mediating role of consumers’ perceived food safety on the relationship between a company’s service recovery and customer loyalty. In addition, consumers’ demographic characteristics and their influences on...

Purpose: This study aims to investigate the interrelationships among organizational culture and service quality by applying the SERVQUAL instrument under different levels of competitive intensity in the shipping industry context. Design/methodology/approach: This study used the questionnaire...

Purpose The aim of this paper is to present and empirically validate a conceptual framework that explores the links between the two service features (physical and interactive) and their impact on customer loyalty. It also introduces and investigates the potential intervening role of a single...

Purpose The purpose of this study is to determine the main total quality management (TQM) factors adopted and the respective results achieved by local authorities – municipalities. Determining the degree to which TQM influences the respective results is also an aim of the present study....