Managing Service Quality: An International Journal: Volume 18 Issue 3

Airline service quality: Exploratory analysis of consumer perceptions and operational performance in the USA and EU

Siobhan Tiernan, Dawna L. Rhoades, Blaise Waguespack

The purpose of this paper is to examine consumer perceptions of airline quality indicators and compare them to actual data reported by the Department of Transportation, in the USA…

Shopper age and the use of self‐service technologies

Dwane H. Dean

The purpose of this paper is to investigate the effect of shopper age on attitudes toward and use of retail self‐service technology (SST). The age variable has received relatively…

Testing the role of service quality on the development of brand associations and brand loyalty

K. Alexandris, S. Douka, P. Papadopoulos, A. Kaltsatou

The study aims to: measure brand associations in the context of a fitness club, test the influence of brand associations on the development of brand loyalty, and investigate the…

Investigating the concept of potential quality: An exploratory study in the real estate industry

Sven Tuzovic

The purpose of this research is to examine the concept of “potential quality” – that is, a company's tangible search qualities (such as the physical servicescape and virtual…

ISO 9001 and residential homes for the elderly: a Delphi study

Iñaki Heras, Ernesto Cilleruelo, Jon Iradi

The purpose of this study is to assess the appropriateness of applying the ISO 9001 quality standard to the residential aged‐care sector.

An assessment of the empirical characteristics of top journals in services marketing

Göran Svensson, Bård Tronvoll, Terje Slåtten

The purpose of this paper is to describe the “empirical characteristics” of the “top” journals in services marketing by assessing selected journals with respect to: the proportion…