Managing Service Quality: An International Journal: Volume 15 Issue 2

Service quality: beyond cognitive assessment

Bo Edvardsson

The aim of this article is to contribute to widening the scope of service quality by focusing on dimensions beyond cognitive assessment. The focus is on the role of customers’…

Service quality as an important dimension of brand equity in Swiss services industries

Thomas Bamert, Hans Peter Wehrli

Brand equity has been a topic of interest in consumer goods markets for many years. Several studies suggest that existing consumer‐based measures of brand equity, which have…

A manufacturer becoming service provider – challenges and a paradox

Saara Brax

To provide a perspective on the nature of service infusion in manufacturing companies based on a case analysis in the context of a maintenance management solution for industrial…

Fading customer relationships in professional services

Helena Åkerlund

Fading customer relationships are important phenomena to understand for companies to prevent a future relationship termination, manage a desired relationship termination, or…

Does customer satisfaction lead to profitability?: The mediating role of share‐of‐wallet

Timothy L. Keiningham, Tiffany Perkins‐Munn, Lerzan Aksoy, Demitry Estrin

Many researches have proposed a virtuous chain of effects from improved customer satisfaction to profits. In particular, satisfaction is thought to improve share‐of‐spending…

E‐services and offline fulfilment: how e‐loyalty is created

Janjaap Semeijn, Allard C.R. van Riel, Marcel J.H. van Birgelen, Sandra Streukens

Most transactions initiated online are completed by some form of offline fulfilment, i.e. the delivery of the goods to the customer's doorstep. In previous studies, web site…

The importance of attitude and appearance in the service encounter in retail and hospitality

Dennis Nickson, Chris Warhurst, Eli Dutton

For service organisations the interaction between front‐line personnel and the customer is crucial as they aim to create high quality service encounters. Much research has focused…

Service Quality: Research Perspectives

K. Narasimhan