Managing Service Quality: An International Journal: Volume 14 Issue 2/3

It's time to get to first principles in service design

Current approaches to service design and service quality have provided second order principles that fail to account for underlying cognitive processes of customers in service…

Towards a better understanding of service excellence

Some organisations are becoming more concerned with delighting their customers than simply satisfying them. Yet despite an extensive literature on service quality and satisfaction…

The almost customer: a missed opportunity to enhance corporate success

Little attention has been paid to prospective customers who defect before buying. This paper examines the almost customer phenomenon. It reviews literature on service quality…

Complaint management profitability: what do complaint managers know?

Despite the great impact of complaint handling on customer retention and the beneficial usage of complaint information for quality improvements, most companies have great…

Customer clubs in a relationship perspective: a telecom case

Companies in the telecom industry – and in many other consumer markets – have introduced customer or loyalty clubs over a number of years. Customer clubs have been used as a…

An integrated framework for customer value and customer‐relationship‐management performance: a customer‐based perspective from China

In the modern customer‐centred era, customer value is a strategic weapon in attracting and retaining customers. Delivering superior customer value has become a matter of ongoing…

Why customers stay: reasons and consequences of inertia in financial services

This research investigated inertia in a financial‐services context, with particular focus on the reasons for consumers’ dissatisfaction and inert behaviour, and studied customers’…

Client valuation in private banking: results of a case study in Switzerland

There is much evidence showing that client valuation in the service industry has come to be seen also as a central steering element and success factor in private banking. But…

Reconceptualizing customer perceived value: the value of time and place

Considering the empowered customer interacting with technology‐based self‐services, temporal and spatial access can be argued to influence service delivery. However, service…

ICT: the creation of value and differentiation in services

This paper raises the question of the impact that the increasing use of information and communication technologies (ICT) has on the process of creating value and the…

Value across fulfillment‐product categories of Internet shopping

The absence of a theoretically sound framework for delineating the various forms of Internet retailing may negate recognition of situation‐specific issues or engender insights…

Service quality and marketing performance in business‐to‐business markets: exploring the mediating role of client satisfaction

Drawing on relevant literature, the authors empirically test a model of business loyalty in a sample of 234 clients of information systems suppliers, integrating the concepts of…

Customer involvement in new service development: a conversational approach

The expression “customer involvement” is finding increasing popularity with popular as well as academic marketing texts. Within the evolving research, customer involvement is cast…

Competing in a Service Economy: How to Create a Competitive Advantage through Service Development and Innovation

Making Sense of Data: SPC for the Service Sector

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