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...

Purpose – Customer and value‐oriented business strategies are increasingly important in the context of business to business services. However, little is known about the construction of customer value of B to B services. Also the influences of specific dimensions of service quality on...

Concerns customer service/quality in service sector organizations. Presents definitions and determinants of service quality together with a review of a number of research projects, completed in the Manchester School of Management, which focus on the measurement of service quality. Describes...

Points out that the increasing interest among academics to measure consumers′ perceptions of service quality has emphasized the role of the self‐administered questionnaire, and that a prime focus has been the development and testing of SERVQUAL, a cross‐sectoral measuring instrument for...

In today′s competitive environment, the question is no longer whether to have quality assurance programmes, but rather how to make these programmes work. With this in mind, presents a conceptual framework outlining the components of a quality assurance system in the lodging industry setting....

Discusses the advantages of using qualitative methods for services marketing research. Describes in particular the use of an “integrative” qualitative research methodology in relation to a study concerning quality in marketing in a services context. Suggests that the development of an...

Introduces the group interview technique of nominal grouping as an alternative to the widely used technique of focus groups in qualitative market research. Nominal grouping is a highly structured technique designed to keep personal interaction at a minimum level during the process of new idea...

Given the inherent characteristics of services, the implementation of service delivery can be problematic. Looks initially at some of the more frequent implementation problems which occur in service organizations. Considers a framework for identifying and recognizing the details involved in...

This study highlights some empirical considerations when using service quality as a basis for market segmentation. Past studies have been undertaken using customers’ expectations and service quality attribute importance for deriving segments and then comparing different segments across various...

The publication of the first results of the SERVQUAL instrument provoked a debate on how best to measure service quality. With more than a decade since the publication of those results many researchers have attempted to demonstrate the efficacy, or not, of the SERVQUAL instrument, or to develop...