Managing Service Quality: An International Journal: Volume 20 Issue 1
Table of contents
Consumer trust in service companies: a multiple mediating analysis
Roland Kantsperger, Werner H. KunzThe concept of “trust” has gained considerable importance in the field of marketing during the last decades and is seen as a key mediator of customer relationship marketing. But…
A DIP‐construct of perceived justice in negative service encounters and complaint handling in the Norwegian tourism industry
Sander Svari, Göran Svensson, Terje Slåtten, Bo EdvardssonThe purpose of this paper is to describe and test a construct of perceived justice and its DIP‐dimensions (i.e. distributive, interactional, and procedural) in the context of both…
Service failures in online double deviation scenarios: justice theory approach
Eun‐Jung Lee, JungKun ParkThe purpose of this paper is to identify types of service failures in a double deviation scenario within the contexts of online retailing.
Enhancing the assessment of tangible service quality through the creation of a cleanliness measurement scale
Nelson Barber, Joseph M. ScarcelliThe purpose of this paper is two‐fold: to enhance the tangible quality construct by considering cleanliness as a customer service quality dimension; and to assess customers'…
A bibliometric analysis of service research from Asia
Kay Chuan Tan, Atarod Goudarzlou, Ayon ChakrabartyThe purpose of this paper is to investigate the contribution of Asian researchers towards the literature on service science. In achieving this aim, a review of papers published in…