International Journal of Service Industry Management: Volume 12 Issue 4
Table of contents
Evaluative and relational influences on service loyalty
Ken Butcher, Beverley Sparks, Frances O’CallaghanFour attitudinal components of customer loyalty were synthesised from the services literature and combined to produce a loyalty conceptualisation that excludes repurchase…
Improving the quality of the credit authorization process: A quantitative approach
W.K. Leung, K.K. LaiThis paper proposes that the quality of a company’s authorization system should be measured by two major considerations. First, the system should enhance the quality of customer…
The impact of expected variance in performance on the satisfaction process
Jochen Wirtz, Anna S. MattilaResearch in economics, finance and decision science has shown that consumers are familiar with unit‐to‐unit variability, and in the context of services it has been demonstrated…
Exploring consumer evaluations of e‐services: a portal site
Allard C.R. van Riel, Veronica Liljander, Petra JurriënsThe commercial importance of e‐services, accessed via Internet or mobile phone, grows steadily. There is a clear need to develop a better understanding of how consumers evaluate…
A holistic model for total quality service
G.S. Sureshchandar, Chandrasekharan Rajendran, R.N. AnantharamanTotal quality service (TQS) is a socio‐technical approach for revolutionary and effective management. However, the contemporary quality management literature is overridingly…