Managing Service Quality: An International Journal: Volume 21 Issue 1

The customer experience: a road‐map for improvement

Robert Johnston, Xiangyu Kong

This paper aims to respond to the call to help organisations to systematically engineer their customer experiences. Its objective is to investigate how organisations actually go…

E‐service attributes available on men's and women's apparel web sites

Minjeong Kim, Jung‐Hwan Kim, Sharron J. Lennon

The purpose of this study is to examine whether service attributes available on women's apparel web sites differ from those available on men's apparel web sites in relation to the…

A critical review of techniques for classifying quality attributes in the Kano model

Josip Mikulić, Darko Prebežac

The purpose of this paper is: to review the most commonly used approaches to the classification of quality attributes according to the Kano model; to identify the…

Relational impact of service providers' interaction behavior in healthcare

Sanjaya Singh Gaur, Yingzi Xu, Ali Quazi, Swathi Nandi

The aim of this paper is to examine how patients' loyalty, and confidence in their doctors, are influenced by doctors' interaction behavior, namely, listening and explaining…

Antecedents and effects of engaged frontline employees: A study from the hospitality industry

Terje Slåtten, Mehmet Mehmetoglu

The aim of this study is to examine factors related to employee engagement in frontline jobs in service firms.

A new company descriptor takes us into a new era

Rebecca Marsh