International Journal of Quality and Service Sciences: Volume 4 Issue 3

Contracts as cornerstones in relationship building

Carolina Camén, Patrik Gottfridsson, Bo Rundh

The purpose of this paper is to investigate the significance of contracts in long‐term relationship building comparing public and private contexts. In order to investigate this…

Teleological approaches from complexity sciences in services: Framework, illustration and proposition

Göran Svensson, Carmen Padin

The purpose of this paper is to describe and apply teleological approaches from complexity sciences in services.

Measuring service quality in urban bus transport: a modified SERVQUAL approach

Benedetto Barabino, Eusebio Deiana, Proto Tilocca

The paper adapts and applies a modified SERVQUAL approach compliant with the EN 13816, a European standard on service quality in public transport. The purpose of the study is to…

Brain integration as a driver for quality management success

Yvonne Lagrosen, Frederick T. Travis, Stefan Lagrosen

In this paper, research leading to quality management success is examined, elaborated, and highlighted in a new profound way by focusing on the most fundamental aspect of the…

The role of emotions in customer complaint behaviors

Sander Svari, Lars Erling Olsen

Companies often find that customers fail to complain directly to the company when they experience a negative service incident. One explanation for such behavior may be found in…

Value creation in international higher education: The role of boundary spanning in university‐industry collaboration

Johanna Julia Vauterin, Lassi Linnanen, Esa Marttila

This paper takes the stance that the continuous growth of international student degree mobility creates new opportunities for academia and business to collaborate to mutual…

Service quality and university students' satisfaction on the travel agencies: An empirical investigation from Northern Cyprus

Salih Turan Katircioglu, Salime Mehtap‐Smadi, Ceyhun Kilinç, Doğan Ünlücan

There are international students studying in the universities of Northern Cyprus that come from more than 68 countries. Travel agencies are among those firms which are affected…