Managing Service Quality: An International Journal: Volume 16 Issue 3
Table of contents
Values‐based service brands: narratives from IKEA
Bo Edvardsson, Bo Enquist, Michael HayThe purpose of this paper is to present a model for values‐based service brands grounded in values‐based service management. In undertaking this task, the paper addresses two…
Improvisation in service performances: lessons from jazz
Joby John, Stephen J. Grove, Raymond P. FiskThe purpose of this article is to establish the efficacy of jazz improvisation as a useful metaphor to understand and implement features that contribute to excellent service…
Call center satisfaction and customer retention in a co‐branded service context
Timothy L. Keiningham, Lerzan Aksoy, Tor Wallin Andreassen, Bruce Cooil, Barry J. WahrenThis paper aims to examine call center satisfaction in an escalated call center context where callers are organization members of the primary/leveraged brand and have purchased…
Telephone surveillance in call centers: prescriptions for reducing strain
Philip E. VarcaThe purpose of this study is to examine telephone surveillance in call centers and the role that job control plays in reducing the strain associated with the practice.
The role of private branding in improving service quality
Ram Herstein, Eyal GamlielThe purpose of this research is to examine the potential contribution of private branding to the service sector, and to integrate private branding into the SERVQUAL model.
Tangibility as a quality factor in electronic commerce b2c
Lucía Melián‐Alzola, Víctor Padrón‐RobainaThe purpose of this paper is to analyze the role and importance of the tangible elements of purchase processes in business to customer (b2c) electronic commerce, as well as the…