Managing Service Quality: An International Journal: Volume 23 Issue 3

Effects of inertia and satisfaction in female online shoppers on repeat‐purchase intention: The moderating roles of word‐of‐mouth and alternative attraction

Ying‐Feng Kuo, Tzu‐Li Hu, Shu‐Chen Yang

With the prevalence of the internet, whether various interactive relationship building between online channel and consumers may lead or not to profit has been paid much attention…

The impact of outcome quality, interaction quality, and peer‐to‐peer quality on customer satisfaction with a hospital service

Beom Joon Choi, Hyun Sik Kim

Creating superior customer satisfaction has been considered one of the keys to the firm's success and hence, the antecedents of customer satisfaction have been examined numerous…

The influence of event quality on revisit intention: Gender difference and segmentation strategy

Tae Ho Kim, Yong Jae Ko, Chan Min Park

The purpose of this study is to examine the relationships between spectators’ event quality perceptions and revisit intention in both men's and women's basketball events by…

Do reward programs build loyalty to restaurants? The moderating effect of long‐term orientation on the timing and types of rewards

Seung‐Bae Park, Namho Chung, Sang‐Cheol Woo

The purpose of this study is to propose long‐term orientation as a moderating effect on restaurant customer reward programs. Unlike in short‐term oriented and transactional…

The impact of call centre stressors on inbound and outbound call‐centre agent burnout

Michel Rod, Nicholas J. Ashill

The aim of this study is to draw on various models of burnout and test hypotheses relating to anticipated differences in the burnout process between inbound versus outbound call…