Purpose – The purpose of this paper is to develop and test a framework to investigate the relationship between perceived value, satisfaction, trust and behavioral intentions and the moderator effect of the cruise line on cruise passengers’ perceptions. Design/methodology/approach – A...

Provide a background to the management, the strategies and the issues facing a charter airline. Explains how information technology (IT) has helped British Caledonian Airways to be successful since it was formed by the merger of the charter operations of British Airways and British Caledonian in...

Purpose The purpose of this study is to propose a framework for the evaluation of the perceived value internal audit functions add to their organisations. The framework is based on service quality measurement principles, specifically SERVPERF, which is applied to internal auditing....

Reports on a programme of research undertaken to understand the manner in which leading service organisations develop, use and integrate measures of their outlets’ activities and performance. In particular, looks at the extent to which academic guidelines for adding value to performance...

A firm’s success in the marketplace is not confirmed by attaining the goal of market leadership, but in sustaining that leadership through the consistent delivery of superior quality service. This research examines three groups of strategies (service quality control practices, service...

Steeped in tradition, the New Zealand Law Society began removing restrictions on marketing law firms about 12 years ago, with virtually all restrictions dismantled by 1994. As a result, legal firms are now free to use a variety of marketing tools, although some are more diligent and inventive...

One of the key challenges of the Internet as a service delivery channel is how service firms can manage service quality as these remote formats bring significant change in customer interaction and behaviour. Drawing on theoretical frameworks of service quality and adapting these to particularly...

Purpose – In this study, service convenience and service quality are used as proxy constructs of customer's and supplier contributions co‐create customer value. The purpose of this paper is to test the relationship between service convenience and customer satisfaction based on the direct and...

Purpose – This paper aims to explore the service quality concept in the context of the rapidly growing Chinese language training market. Design/methodology/approach – The study is based on a mixed methodology that includes secondary research, eight qualitative depth interviews, and a...

Purpose – The objective of this study is to analyse relationship quality in a business‐to‐business context. Given that the relationship between market orientation and customer‐perceived service quality is well known in the area of higher education, this paper draws on its antecedents to...