Managing Service Quality: An International Journal: Volume 21 Issue 4

Complex service recovery processes: how to avoid triple deviation

Bo Edvardsson, Bård Tronvoll, Ritva Höykinpuro

This article seeks to develop a new framework to outline factors that influence the resolution of unfavourable service experiences as a result of double deviation. The focus is on…

The influence of service environments on customer emotion and service outcomes

Jiun‐Sheng Chris Lin, Haw‐Yi Liang

Previous research on the relationship between service environments and customer emotions and service outcomes has focused on the physical environment. Among studies exploring the…

Internalisation or externalisation?: Examining organisational arrangements for industrial services

Christian Kowalkowski, Daniel Kindström, Lars Witell

Manufacturing firms primarily organise service provision internally, externally or through a hybrid arrangement. This paper aims to analyse how firm‐, offering‐, and…

The orchestrating firm: value creation in the video game industry

Mikael Gidhagen, Oscar Persson Ridell, David Sörhammar

The objective of this paper is to present an empirically founded outline of value creation and the orchestration of this process.

Reputation attributes in retailing services: managerial perspective

Raija Järvinen, Kati Suomi

The purpose of this article is to study the construct of reputation in retail services, its dimensions and attributes from the store management perspective.

The role of technology readiness in self‐service technology acceptance

Jiun‐Sheng Chris Lin, Hsing‐Chi Chang

Notwithstanding a significant amount of literature on the technology acceptance model (TAM), past research has overlooked the role consumers' technology readiness (TR) plays in…

A brief history of SERVSIG

Raymond P. Fisk, Lia Patrício