International Journal of Quality and Service Sciences: Volume 3 Issue 2

Solicited diaries as a means of involving patients in development of healthcare services

Mattias Elg, Lars Witell, Bozena Poksinska, Jon Engström, Su Mi Dahlgaard‐Park, Peter Kammerlind

The purpose of this paper is to develop an understanding of how patients experience their health problems and how they can generate innovative ideas about health care services…

Partitioning service encounters into touchpoints to enhance quality

Donelda S. McKechnie, Jim Grant, Fatema Shabbir Golawala

This paper aims to discuss partitioning an air travel service encounter into touchpoints according to elements and phases, which are depth and breadth, respectively, using the…

Can there only be one? Towards a post‐paradigmatic service marketing approach

Johan Hultman, Richard Ek

The purpose of this paper is to unlock positions regarding the goods/services dichotomy in service marketing and to offer an argument that treats goods and services on an…

Issues of delivering quality customer service in a higher education environment

Johanna Julia Vauterin, Lassi Linnanen, Esa Marttila

This paper seeks to redress the lack of academic attention being given to the relationship between academia and industry in the competitive environment of international higher…

Rethinking “quality” by classic grounded theory

Ólavur Christiansen

The purpose of this paper is to suggest a supplementary definition of quality and quality‐building in business. This supplementary definition is the outcome of a predominantly…

Tourist shopping motivation: go with the flow or follow the plan

Malin Sundström, Christine Lundberg, Stavroula Giannakis

The objective of the study is to describe and analyse different tourist shopping typologies based on their motives for visiting a shopping destination well known for its low…

Modelling the service antecedents of favourable and unfavourable behaviour intentions in life insurance services in India: An SEM study

Rajat Gera

The purpose of this paper is to identify and discuss the key conceptual and empirical inter‐relationships between service encounter variables of perceived agent service quality…