Managing Service Quality: An International Journal: Volume 22 Issue 5

Using a business game concept to enhance servitization: a longitudinal case study

Teemu Laine, Jari Paranko, Petri Suomala

The purpose of this paper is to examine the potential benefits of a business game on customers’ business in enhancing servitization. The concept is proposed to be helpful in the…

Service excellence models: a critical discussion and comparison

Matthias Gouthier, Andreas Giese, Christopher Bartl

As customer expectations expand and as product offerings hardly differ from each other, service excellence has gained in importance as a means of enhancing customer loyalty. The…

Value as a medical tourism driver

Hsiu‐Yuan Wang

This study contends that customers’ perceived value can drive medical tourism. To demonstrate this, the purpose of this paper is to propose and test a research model capturing…

Moderating effects of supervisor support, monetary rewards, and career paths on the relationship between job burnout and turnover intentions in the context of call centers

Sujeong Choi, KiJu (KJ) Cheong, Richard A. Feinberg

This study focuses on the management of job burnout among customer service representatives. The purpose of this study is to investigate whether supervisor support, monetary…

Key personality traits and career satisfaction of customer service workers

John W. Lounsbury, Nancy Foster, Patrick C. Carmody, Ji Young Kim, Lucy W. Gibson, Adam W. Drost

The purpose of the present study is to identify key personality traits which distinguish customer service (CS) employees from other occupations and are related to their career…

Special Issue on Cutting-edge collaborative technologies for service innovation