Purpose – The purpose of this study is to investigate the customer's perception of service quality within the context of the pharmaceutical supply chain, and look specifically at the supplier/customer relationship. Design/methodology/approach – The research in question focuses on the trading...

Purpose – The purpose of this paper is to analyze the role and importance of results in B2C e‐commerce from the customer's perspective, together with impact on overall perceived quality and customer attitudes. Design/methodology/approach – The data base for this study was obtained from a...

Purpose – The increasing importance of customer satisfaction is uncontested. Yet, banks are currently facing another major challenge, meeting the changing needs of customers. For this reason, the present study aims to examine the effect that internal service quality has on employees' prosocial...

Purpose – The purpose of this paper is to critically evaluate the contributions of six sigma methodology to the improvement of service quality. Since its development in the late 1980s, six sigma has been extensively applied in manufacturing and quasi‐manufacturing settings. This study aims...

Purpose – Services provided through the internet (e‐services) are typically offered as part of a broader Multi‐Channel (MC) service package, combining these services with services delivered through traditional channels (e.g. phone, physical facilities). Customers of e‐services display...

Purpose – This study aims to explore the potential dimensions of service quality, and examine the relationship among service quality, food quality, perceived value, customer satisfaction and behavioral intentions in fast‐food restaurants (FFRs). Design/methodology/approach – The construct...

Purpose – The purpose of this paper is to discuss the effect of social exchanges between customers that may occur in a queue, on the waiting experience's evaluation and its implication for the customer service management. Design/methodology/approach – Extant literature on social exchanges...

Purpose – There are various influences that affect e‐commerce quality which in turn affect customer online purchasing decisions. An understanding of these influences can lead to greater electronic marketing effectiveness. The purpose of this paper is to conduct an exhaustive literature...

Purpose – The purpose of this paper is to conceptually examine how value is created in (social) practices in which consumers use offerings as operand resources. Design/methodology/approach – Drawing on service‐dominant logic, practice and consumer culture theories, this paper...

Purpose – The purpose of this paper is to examine the applicability of the electronic service quality measurement instrument E‐S‐QUAL and its factor structure in the context of e‐commerce in Greece. Also, to investigates the effects of E‐S‐QUAL factors on customer perceived overall...