Managing Service Quality: An International Journal: Volume 16 Issue 2

A typology analysis of service quality, customer satisfaction and behavioral intentions in mass services

Festus Olorunniwo, Maxwell K. Hsu

This paper aims to investigate the possibility that the typology of a service as well as the operationalization of the service measurement scale may determine the nature of the…

Effect of communication mode in justice‐based service recovery

Terri Shapiro, Jennifer Nieman‐Gonder

The purpose of this paper is to investigate the effects of organizational justice‐based recovery strategies and the mode of communication used following a service failure on key…

Entertainment orientation of Italian shopping centres: antecedents and performance

Alessandro De Nisco, Maria Rosaria Napolitano

The purpose of this paper is to propose a definition of the concept of “entertainment orientation” for shopping centres and to provide a framework for analysis of the main…

Retail personality and the Hispanic consumer: An exploration of American retailers

Scarlett C. Wesley, Deborah C. Fowler, Maria Elena Vazquez

The purpose of this paper is to identify the personality characteristics Hispanic shoppers ascribe to US retailers. This study is an exploratory attempt to uncover inconsistencies…

Exploring value through integrated service solutions: The case of e‐grocery shopping

Ronan De Kervenoael, Didier Soopramanien, Jonathan Elms, Alan Hallsworth

The purpose of this paper is to demonstrate the need for an improved understanding of consumer value for online grocery purchases and to propose the notion of “integrated service…

Managing healthcare quality using logical framework analysis

Prasanta Kumar Dey, Seetharaman Hariharan, Naomi Brookes

The purpose of this paper is to develop an integrated quality management model that identifies problems, suggests solutions, develops a framework for implementation and helps to…

Services Marketing in Asia: A Case Book

Jackie L.M. Tam

Editorial

Jay Kandampully