Managing Service Quality: An International Journal: Volume 23 Issue 5

The impact of web site quality on flow‐related online shopping behaviors in C2C e‐marketplaces: A cross‐national study

Qingji Fan, Jeoung Yul Lee, Joong In Kim

Through a literature review, we found four potential research topics that are rarely studied in the extant literature, i.e. the missing link between web site quality and flow, an…

Implementing CRM in nursing homes: the effects on resident satisfaction

Mei‐Ling Wang

The present study evaluates the effects of four‐component customer relationship management (CRM) on nursing home resident satisfaction by incorporating residents’ perceptions of…

Perceived risk, usage frequency of mobile banking services

ChauShen Chen

This study discusses the effects of diffusion and adopters of mobile banking services (MBSs), perceived risk, brand awareness, and brand image of MBS providers, on attitude toward…

Is maximum customer service always a good thing? Customer satisfaction in response to over‐attentive service

Hsuan‐Hsuan Ku, Chien‐Chih Kuo, Martin Chen

To investigate customer satisfaction with service encounters characterized by an over‐attentive level of service, and the contextual and individual factors moderating the…