Managing Service Quality: An International Journal: Volume 22 Issue 2

Bridging the gap between brand strategy and customer experience

Simon Clatworthy

This paper aims to describe the development and evaluation of a process model to transform brand strategy into service experiences during the front end of new service development…

Determinants and consequences of consumer satisfaction with self‐service technology in a retail setting

Michael Chih‐Hung Wang

The purpose of this study is to investigate the antecedents and consequences of consumer satisfaction with the use of self‐service technology (SST) in a retail setting.

Self‐service technology complaint channel choice: Exploring consumers' motives

Nichola Robertson

This study aims to explore consumers' motives for their choice of complaint channel in the context of self‐service technology (SST) failure. Traditional and evolving communication…

Service environment, provider mood, and provider‐customer interaction

Kendra Fowler, Eileen Bridges

The purpose of this paper is to improve understanding of the relationships between the service environment, service provider mood, and provider‐customer interaction. Specifically…

The adoption of mobile value‐added services: Investigating the influence of IS quality and perceived playfulness

Kai Wang, Chien‐Liang Lin

Mobile telecommunication service providers endeavor to mitigate the declining voice service revenue through popularization of mobile value‐added services (MVASs). To understand…