Managing Service Quality: An International Journal: Volume 22 Issue 6

The reciprocal impact of vertical service line extensions on parent brands: The roles of innovativeness, quality, and involvement

Jean Boisvert

The purpose of this paper is to examine the extent to which perceived extension innovativeness, extension quality, and consumer involvement affect reciprocal attitudes toward a…

Balanced market orientation: qualitative findings on a fragile equilibrium

George J. Avlonitis, Antonios A. Giannopoulos

The paper focuses on services marketing implementation synthesizing previous knowledge from the fields of internal and external marketing. Although academic debate over the…

Service blueprinting effectiveness: drivers of success

Giannis Kostopoulos, Spiros Gounaris, Achilleas Boukis

The aim of the present study is to theoretically elaborate the Service Blueprinting (SB) effectiveness concept and integrate it within a conceptual framework, with specific…

Pre‐recovery and post‐recovery emotions in the service context: a preliminary study

Ozge Ozgen, Sumeyra Duman Kurt

The purpose of this study is to analyze the mediating role of pre‐recovery emotions on the relationship between severity of service failure and post‐recovery positive and negative…

Service blueprinting and BPMN: a comparison

Simon K. Milton, Lester W. Johnson

The purpose of this paper is to compare and contrast a customer‐focused service process diagram tool (blueprinting) with an organizational‐focused process diagram tool (business…

The classification and importance of E‐S‐Qual quality attributes: an evaluation of online shoppers

Sumeyra Duman Kurt, Banu Atrek

The purpose of this study is to classify and assess the importance levels of the quality attributes of E‐S‐QUAL measurement scale, aiming to focus on the most important attributes…

Special issue on cutting-edge collaborative technologies for service innovation

Introduction from co-guest editors

Mustafa Tanyeri, Spiros Gounaris