Managing Service Quality: An International Journal: Volume 17 Issue 2

Observation of listening behaviors in retail service encounters

Donelda S. McKechnie, Jim Grant, Vishal Bagaria

This research aims to present observations of the listening actions displayed by service providers when interacting with customers in retail establishments. A composite of kinetic…

Effects of service quality dimensions on behavioural purchase intentions: A study in public‐sector transport

Manuel Sánchez Pérez, Juan Carlos Gázquez Abad, Gema María Marín Carrillo, Raquel Sánchez Fernández

This paper seeks to examine the relationship between service quality and behavioural purchase intentions in the public‐sector transport industry in Spain.

Customer satisfaction with waits in multi‐stage services

Rhonda L. Hensley, Joanne Sulek

The purpose of this study is to examine the relative importance of customer perceptions of waits in a multi‐stage service.

Waiting time influence on the satisfaction‐loyalty relationship in services

Frédéric Bielen, Nathalie Demoulin

Delay is an important issue for service providers. Indeed, previous studies have widely shown the negative effect of waiting time on consumer service satisfaction. However, being…

The current state of six sigma application in services

Ayon Chakrabarty, Kay Chuan Tan

Since its introduction by Motorola in the 1980s, six sigma and its philosophy have found widespread application in many manufacturing industries. It has also inspired applications…

Applying the TOC five‐step focusing process in the service sector: A banking subsystem

Richard A. Reid

The purpose of this paper is to present a comprehensive descriptive analysis of the sequential application of the Theory of Constraints (TOC) five‐step focusing process in…