The extent to which service quality is linked to satisfaction, value and behavioural outcomes continues to be debated in the literature. This research investigated two models involving the linkages between service quality, satisfaction, perceived value, repurchase intention and willingness to...

This paper makes a detailed comparison of two major financial services in Singapore: life insurance and stockbrokerage. Relationships of perceptions and expectations of service quality, mean service adequacy (MSA) and mean service superiority (MSS) with service satisfaction and loyalty are...

One important research direction that has emerged in Child Protective Services (CPS) is the potential of information technology (IT) to be used by CPS agencies in order to enhance organizational effectiveness by addressing the barriers that caseworkers face in integrating multiple...

Organizations make large investments in Information Systems (IS) expecting positive impacts to the organisation and its functions. Yet, there exists much controversy surrounding the 'potential' impacts of these systems, with some studies reporting broadly positive impacts of IS across...