Managing Service Quality: An International Journal: Volume 17 Issue 6
Table of contents
Customer complaint behaviour from the perspective of the service‐dominant logic of marketing
Bård TronvollThe purpose of this paper is to utilise the service‐dominant logic of marketing to propose a conceptual model that captures a dynamic perspective of customer complaint behaviour.
Identifying competitive customer value propositions in retailing
Timo Rintamäki, Hannu Kuusela, Lasse MitronenThe purpose of this paper is to develop a framework for identifying competitive customer value propositions in retailing.
Learning in a service context: going backstage
Karolina WägarThe purposes of this paper are: to explore the nature of indirect social learning that takes place “backstage” among frontline contact persons; and the link between backstage…
Culture and service quality expectations: Evidence from Generation Y consumers in Malaysia
Karen Kueh, Boo Ho VoonThe main purpose of this paper is to examine the influence of individual‐level cultural dimensions on Generation Y consumers' expectations of service quality.
The role of intrinsic and extrinsic quality attributes on consumer behaviour for traditional food products
Joel Espejel, Carmina Fandos, Carlos FlaviánThe purpose of this paper is to analyze the perceived quality of two traditional food products with protected designation of origin (PDO). Specifically, we study the influence of…
E‐strategy in the UK retail grocery sector: a resource‐based analysis
Fiona Ellis‐Chadwick, Neil F. Doherty, Leonidas AnastasakisThe purpose of this paper is to develop a better understanding of the expansion and development strategies used by retailers based in the UK for creating sustained competitive…