Managing Service Quality: An International Journal: Volume 21 Issue 5
Table of contents
The influence of active and passive customer behavior on switching in customer relationships
Inger Roos, Anders GustafssonThe purpose of this study is to examine the relationship between active/passive customer behavior and loyalty (responses to switching triggers) in customer relationships.
Examining competitive priorities and competitive advantage in service organisations using Importance‐Performance Analysis matrix
Daniel I. Prajogo, Peggy McDermottThis paper aims to examine the ten competitive dimensions of service in terms of relative importance and contribution to business performance, using the Importance‐Performance…
Complaints‐handling procedures of human services charities: Prevalence, antecedents, and outcomes of strategic approaches
Roger Bennett, Sharmila SavaniThe purposes of the study are: to determine the prevalence of complaints systems within human services charities (HSCs); to identify the determinants of the adoption of complaints…
Consumer responses to online retailer's service recovery after a service failure: A perspective of justice theory
Hsin‐Hui Lin, Yi‐Shun Wang, Li‐Kuan ChangThe purpose of this paper is to investigate consumer responses to online retailer service recovery remedies following a service failure and explores whether the phenomenon of the…
The role of expected future use in relationship‐based service retention
Jiun‐Sheng Chris Lin, Chung‐Yueh WuCustomer uncertainty of future contacts with the service provider creates a wide range of expectations of the relationship. Such variation and effective management of customer…
Effects of an emotional intelligence training program on service quality of bank branches
Mina Beigi, Melika ShirmohammadiThe purpose of this study is to investigate the effects of an emotional intelligence (EI) training program on: the EI of service providers; and the service quality provided by…