Purpose – The aim of this paper is to explore the role of customer involvement in service production and its possible effects on the quality of service delivery as well as customer satisfaction. Design/methodology/approach – Since the nature of the study is exploratory, the case study...

Purpose – The purpose of this paper is to explore the influence of the leadership style on the service quality–customer satisfaction link. Design/methodology/approach – A special survey instrument was developed and tested with the use of exploratory factor and regression analyses. Findings...

Purpose – The purpose of this paper is to address, by integrating the self-service technology (SST) adoption and technology acceptance models, the service quality of self-service technologies (SQ-SSTs) by empirically testing a comprehensive model that capture the antecedents and consequences...

Purpose – This paper aims to investigate the effects of market orientation (MO) and service quality (SQ) logic on business performance. It is generally believed that MO and SQ are different philosophies, as the first, mainly, focuses on the “external orientation or market based...

Purpose – The purpose of this paper is to investigate the existence of differences in service quality assessments across distinct retail store formats. We address customers’ quality assessments for physical aspects, personal interactions, reliability and policies dimensions in hypermarkets...

Purpose – The purpose of this article is to examine some of the considerations in the preparation of professionals for service quality and organizational excellence. Design/methodology/approach – Effectiveness, rather than academic principles, is the basis of methodologies for quality...

Purpose – This paper aims to identify the dimensions of service quality (SQ) in liner shipping and examine their effects on customer satisfaction. Design/methodology/approach – The indicators of SQ in liner shipping were identified from reviewing the literature and interviewing six qualified...

Purpose – This study aims to examine how firm strategy may affect customer satisfaction in relationship to service the characteristics of quality, servicescape and value. Specifically, this research utilizes Porter's depiction cost leaders and differentiation strategy to suggest customers may...

Purpose – The purpose of this research is analyzing the service quality in capital industrial goods sector by developing a model and new view. So the authors studied several models and articles for exploring the effective variables on service quality and tested them in Aras Haitian Machinery...

Purpose – The overall purpose of this study is to enhance the understanding of customer perceived service quality within grocery retailing in a North European context. We do this by comparing customer perceived service quality evaluations of the traditional supermarket store with evaluations...