Managing Service Quality: An International Journal: Volume 24 Issue 1
Table of contents
Service quality in utility industries: the European telecommunications sector
Vicente Pina, Lourdes Torres, Patricia BachillerThe purpose of this paper is to analyse the economic and technological factors that determine the quality of European telecommunications services. The paper test whether the…
Creativity for service innovation: a practice-based perspective
Eleni Giannopoulou, Lidia Gryszkiewicz, Pierre-Jean BarlatierThe success of service innovation is largely dependent on creativity. So far, however, the question of how to reinforce creativity in the development of innovative services, while…
Customer intentions to invoke service guarantees: Do excellence in service recovery, type of guarantee and cultural orientation matter?
Yves Van Vaerenbergh, Arne De Keyser, Bart LarivièreMany service providers feel confident about their service quality and thus offer service guarantees to their customers. Yet service failures are inevitable. As guarantees can only…
Store creativity mediating the relationship between affective tone and performance
Arménio Rego, Dálcio Reis Júnior, Miguel Pina e Cunha, Gabriel Stallbaum, Pedro NevesThe purpose of this paper is to show how store positive affective tone predicts store performance (i.e. sales achievement) through creativity, and how store negative affective…
New service development maturity model
Dayu Jin, Kah-Hin Chai, Kay-Chuan Tan– The purpose of this paper is to rigorously devise a new tool that helps analyze and improve NSD processes.