International Journal of Quality and Service Sciences: Volume 5 Issue 3

Troublesome travellers – the service system as a trigger of customer misbehaviour

Markus Fellesson, Nicklas Salomonson, Annika Åberg

Customer misbehaviour, i.e. behaviour within the exchange setting that deliberately violates the generally accepted norms of conduct in such settings pose a problem for service…

POLQUAL – measuring service quality in police traffic services

Cláudia S. Sarrico, Luís Miguel D., Luís Filipe Cardoso Silva

The purpose of this paper is to build a customer quality assessment scale for use in the field of policing – POLQUAL. It adapts and applies a modified SERVQUAL approach to police…

Socio‐cultural retailing: what can retail marketing learn from this interdisciplinary field?

Christian Fuentes, Johan Hagberg

The purpose of this paper is to contribute to the on‐going cultural turn in retail marketing by offering an overview of the interdisciplinary field of socio‐cultural retailing and…

Managing and improving service quality in higher education

Moshe Sharabi

In today's environment, higher education (HE) institutions need to become more efficient and participate in a competitive global market where client expectations are continually…

Role of resource integration in adoption of medical tourism service

Saisudha Rajagopal, Lei Guo, Bo Edvardsson

The purpose of this article is to identify enabling and inhibiting factors that influence patients during their consideration of medical tourism for their healthcare requirement…

Customer‐service firm attachment: what it is and what causes it?

Salim Moussa, Mourad Touzani

This article aims to: conceptualize customer‐service firm attachment; as well as to propose a theoretical framework that provides insights into the formation and development of…