Managing Service Quality: An International Journal: Volume 13 Issue 2

Digitizing the customer: the digital moat

Karl Albrecht

Argues that many organizations, particularly large ones, such as banks, insurance companies, telephone companies, and local utilities, are making a mistake in their application of…

Emotional intelligence: fundamental competencies for enhanced service provision

Philip Bardzil, Mark Slaski

This article focuses on the role of emotions within organizations, with particular regard to the climate for services. The concept of emotional intelligence (EQ) is considered as…

Communicating a quality position in service delivery: an application in higher education

Jonathan Gutman, George Miaoulis

This paper describes a method uniquely suited to the problem of coordinating quality service delivery with service quality positioning. The means‐end chain model is used to…

To fade or not to fade? That is the question in customer relationships, too

Pekka Tuominen, Ulla Kettunen

In the services literature, there is a significant lack of studies that focus on the phase preceding the ending of a relationship – that is, the phase during which there is a…

Calculating the value of customers’ referrals

Sabrina Helm

Word‐of‐mouth is a rarely quantified phenomenon, in spite of its importance for service firms. Therefore, referrals remain a neglected determinant of customer lifetime valuation…

Understanding the service profit chain in Latin America: managerial perspective from Mexico

Daniel Maranto, Javier Reynoso

This paper reports on the initial results of an ongoing research conducted in Mexican service industries aimed at understanding how value is delivered, measured and continuously…

Quality in the work environment: a prerequisite for success in new service development

Bo Edvardsson, BengtOve Gustavsson

In research on new service development (NSD), the interest has mainly been on structural aspects of the service offering. Not much attention has been paid to work environment…

Creating strategies for managing evolving customer service

Colin Armistead, Julia Kiely

This paper reports research that investigates the perceptions of service managers on the future of customer service. It provides insight into the evolving managerial issues…