Managing Service Quality: An International Journal: Volume 15 Issue 5

A re‐assessment and refinement of RECOVSAT: An instrument to measure satisfaction with transaction‐specific service recovery

Christo Boshoff

To do an empirical assessment of the psychometric properties of an instrument that captures the multi‐dimensional nature of satisfaction with service recovery (RECOVSAT) using…

Relationship benefits in an internet environment

Mark Colgate, Margo Buchanan‐Oliver, Ross Elmsly

The notion of relationships has been shown to be a worthwhile strategy in many service industries. This coupled with the rapid development of the internet means that it is now…

Beyond the friendly skies: an integrative framework for managing the air travel experience

Jordan L. Le Bel

To begin a merger of prior research on service quality and experience marketing and to integrate key concepts into a comprehensive managerial framework for experience marketing in…

Managing change: a barrier to TQM implementation in service industries

Ziaul Huq

This paper focuses on six change management issues that address quality management practices in the service sector, difficulty in taking a holistic approach to total quality…

Service improvement in a sports environment: a study of spectator attendance

Barrie Dale, Jos van Iwaarden, Ton van der Wiele, Roger Williams

To measure service quality perceptions among spectators of a sports event.

Customer Relationship Management: Creating Competitive Advantage through Win‐Win Relationship Strategies

David Ballantyne