Managing Service Quality: An International Journal: Volume 16 Issue 6

The impact of customer relationship characteristics on customer switching behavior: Differences between switchers and stayers

Juan Pablo Maicas Lopez, Yolanda Polo Redondo, Fco. Javier Sese Olivan

The purpose of this research is to show how relationship marketing has recognized the importance of building long‐term relationships in increasing firms' profitability and…

Introducing employee social identification to customer satisfaction research: A hotel industry study

David Solnet

The purpose of this paper is to address the concept of linkage research and propose the addition of social identity theory as an important consideration in managing…

Linking a service‐driven market orientation to service quality

Boo Ho Voon

The purpose of this research is to empirically develop a service‐driven market orientation construct and test its relationships with service quality.

Service expectations of older generation Y customers: An examination of apparel retail settings

Yoon Jin Ma, Linda S. Niehm

The purpose of this research is to examine the relationship of older Generation Y (Gen Y) customers' (18‐27) shopping orientations to their expectations for retail services. It…

Service recovery: a naturalistic decision‐making approach

Edwin Thwaites, Christine Williams

The purpose of the paper is to discuss approaches to decision making used in the emergency services and to relate these to decision making in service encounters in the tourism and…

Web site performance measurement: promise and reality

Ray Welling, Lesley White

The purpose of this research is to examine the web site performance‐measurement activities of a range of businesses and to determine whether there are common measures that can be…