Purpose This study aims to test an integrated model that examines the relationship between the service qualities of police at any urban tourist destination and the tourist urban destination advocacy at tourist cities in the Shimla region of India, where tourists’ trust in police acts as a...

Purpose This paper aims to empirically investigate the relationship between service quality (SQ) in heritage tourism, destination attachment (DA), and electronic word-of-mouth (eWOM) intention. Design/methodology/approach This study followed cross-sectional survey-based research design and...

Purpose – The purpose of this paper is to investigate the importance of cellar door sales in wineries and test a method of assessing service quality using the services mapping approach, for the purposes of enhancing research in this important area. Design/methodology/approach – Service...

The provision of service at the cellar door is now beginning to attract some attention, which is critical given that wine tourism is a very lucrative industry with the ability to generate substantial wealth and growth. This paper develops the application of the SERVQUAL research approach,...

In increasingly competitive markets, customer satisfaction is a vital corporate objective. Key elements to increasing customer satisfaction include producing consistently high‐quality products and providing high‐quality customer service. Also, supplier relationship management (SRM)...

Purpose – The purpose of this paper is to explore conceptually and examine empirically the impact of market competitiveness on employee satisfaction, service quality, and customer satisfaction in high‐contact service industries. Design/methodology/approach – An empirical study was...

Purpose The purpose of this paper is to propose a framework to examine experiences of an information technology/information systems (IS) outsourcing service supplier as a signal of perceived service quality and to consider the moderating effects of information asymmetries and signal credibility....

Purpose The purpose of this paper is to investigate how customer participation (CP) influences the two contrasting relationship maintenance mechanisms: dedication and constraint, and identifies its antecedents in the context of business-to-business information technology (IT) services....

Purpose – This study aims to investigate the effect of communication effectiveness (CE) on service quality (SQ) leading to relationship quality (RQ) in IT service relationships. Design/methodology/approach – CE was decomposed into frequency, bi-directionality and quality of communication...