International Journal of Quality and Service SciencesTable of Contents for International Journal of Quality and Service Sciences. List of articles from the current issue, including Just Accepted (EarlyCite)https://www.emerald.com/insight/publication/issn/1756-669X/vol/16/iss/1?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestInternational Journal of Quality and Service SciencesEmerald Publishing LimitedInternational Journal of Quality and Service SciencesInternational Journal of Quality and Service Scienceshttps://www.emerald.com/insight/proxy/containerImg?link=/resource/publication/journal/4f818f773521656cfd4c84a54b527290/urn:emeraldgroup.com:asset:id:binary:ijqss.cover.jpghttps://www.emerald.com/insight/publication/issn/1756-669X/vol/16/iss/1?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestDeterminants of customer-perceived service quality in higher education: the roles of job satisfaction and organizational commitmenthttps://www.emerald.com/insight/content/doi/10.1108/IJQSS-08-2022-0089/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to examine the constructs of job satisfaction and organizational commitment (OC) as the determinants of customer-perceived service quality in higher education context. It also explores the role of OC in mediating the dynamics of the relationship. It applied the cross-sectional, ex post facto survey method to acquire data from 1,776 respondents at Aden University. Two sets of questionnaires on job satisfaction, OC and perceived service quality were filled out by 296 academic staff and 1,480 students. Data were analyzed using structural equation modeling. The results showed that job satisfaction exercised a significant positive effect on OC and students’ perception of service quality (i.e. the quality of lectures delivered in class that shaped their learning experiences). OC also significantly affected students’ perception of service quality and partially mediated the effect of job satisfaction on perceived service quality. The current research only investigated the outcomes of job satisfaction and did not cover critical antecedents of job satisfaction, such as employee training and development, rewards and benefits and the like. Its outcomes have important implications for managing the link between organizational practices and customers perception of service quality in higher education context. The results have accentuated the importance of universities’ ensuring and increasing faculty’s job satisfaction and commitment if they seek to enhance students’ perception of service quality. Universities can do so by improving their organizational practices, which are expected to result in faculty well-being and improved working conditions. The results have contributed new insights into the current understanding of the dynamics between and among job satisfaction, OC and customers’ perceptions of service quality. It has demonstrated how OC is shaped by job satisfaction and can influence the quality of services rendered by employees if they are happy and satisfied with the organization.Determinants of customer-perceived service quality in higher education: the roles of job satisfaction and organizational commitment
Abd Al-Aziz Hamed Al-Refaei, Hairuddin Mohd Ali, Abdulmajid Mohammed Aldaba, Abdul Rahim Zumrah
International Journal of Quality and Service Sciences, Vol. 16, No. 1, pp.1-18

This study aims to examine the constructs of job satisfaction and organizational commitment (OC) as the determinants of customer-perceived service quality in higher education context. It also explores the role of OC in mediating the dynamics of the relationship.

It applied the cross-sectional, ex post facto survey method to acquire data from 1,776 respondents at Aden University. Two sets of questionnaires on job satisfaction, OC and perceived service quality were filled out by 296 academic staff and 1,480 students. Data were analyzed using structural equation modeling.

The results showed that job satisfaction exercised a significant positive effect on OC and students’ perception of service quality (i.e. the quality of lectures delivered in class that shaped their learning experiences). OC also significantly affected students’ perception of service quality and partially mediated the effect of job satisfaction on perceived service quality.

The current research only investigated the outcomes of job satisfaction and did not cover critical antecedents of job satisfaction, such as employee training and development, rewards and benefits and the like. Its outcomes have important implications for managing the link between organizational practices and customers perception of service quality in higher education context.

The results have accentuated the importance of universities’ ensuring and increasing faculty’s job satisfaction and commitment if they seek to enhance students’ perception of service quality. Universities can do so by improving their organizational practices, which are expected to result in faculty well-being and improved working conditions.

The results have contributed new insights into the current understanding of the dynamics between and among job satisfaction, OC and customers’ perceptions of service quality. It has demonstrated how OC is shaped by job satisfaction and can influence the quality of services rendered by employees if they are happy and satisfied with the organization.

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Determinants of customer-perceived service quality in higher education: the roles of job satisfaction and organizational commitment10.1108/IJQSS-08-2022-0089International Journal of Quality and Service Sciences2023-12-11© 2023 Emerald Publishing LimitedAbd Al-Aziz Hamed Al-RefaeiHairuddin Mohd AliAbdulmajid Mohammed AldabaAbdul Rahim ZumrahInternational Journal of Quality and Service Sciences1612023-12-1110.1108/IJQSS-08-2022-0089https://www.emerald.com/insight/content/doi/10.1108/IJQSS-08-2022-0089/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
An interdisciplinary study of quality management and human resource management using quality of work–life factorshttps://www.emerald.com/insight/content/doi/10.1108/IJQSS-03-2022-0020/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestInterrelationships among some common factors of human resource (HR) management and quality management are still unexplored. Changes in work patterns due to the Covid-19 pandemic have aroused interest in some of these factors, such as working-hours, work pressure, work–life balance practices, job satisfaction. The purpose of this study is to explore the interrelationships among such factors. Specifically, the influence of work hours, work pressure, job rotation and work–life balance on job satisfaction is evaluated both directly and under the mediating influence of working conditions. A questionnaire-based survey was conducted in Indonesia among diversified organisations. A total of 432 responses were gathered, and they were examined using hypothesis testing and partial least square based structural equation modelling. The study confirms the statistically proven impact of work pressure, job rotations and work–life-balance practices on working conditions. Job rotations, work–life balance practices and working conditions directly influenced job satisfaction. Work pressure did not influence job satisfaction directly, but it significantly influenced working conditions, which eventually affected job satisfaction. Working hours neither affected working conditions nor job satisfaction in a significant manner. Covid-19 necessitated working from home, which is a peculiar work–life balance situation. The findings are helpful for organisations in planning strategies related to work–life-balance, working hours, multi-skilling, working conditions and other quality of work life factors in both regular working conditions and under Covid-19 conditions. The proven influence of work pressure and work–life-balance practices may result in the formation of informal organisations, social groups and increased social networking. As working hours are not diagnosed as an influencing factor for job satisfaction, organisations may think about increasing them, affecting the social fabric of the working community. Previously unexplored interrelationships among various quality of work life factors are established. Under Covid-19 circumstances, factors such as working hours, work–life-balance and work pressure are investigated in a novel manner. The factors and their interrelationships are important to both quality management professionals and HR professionals.An interdisciplinary study of quality management and human resource management using quality of work–life factors
Pantri Heriyati, Nathanya Chitta, Sekar Prasetyaningtyas, Prita Prasetya, Neeraj Yadav
International Journal of Quality and Service Sciences, Vol. 16, No. 1, pp.19-43

Interrelationships among some common factors of human resource (HR) management and quality management are still unexplored. Changes in work patterns due to the Covid-19 pandemic have aroused interest in some of these factors, such as working-hours, work pressure, work–life balance practices, job satisfaction. The purpose of this study is to explore the interrelationships among such factors. Specifically, the influence of work hours, work pressure, job rotation and work–life balance on job satisfaction is evaluated both directly and under the mediating influence of working conditions.

A questionnaire-based survey was conducted in Indonesia among diversified organisations. A total of 432 responses were gathered, and they were examined using hypothesis testing and partial least square based structural equation modelling.

The study confirms the statistically proven impact of work pressure, job rotations and work–life-balance practices on working conditions. Job rotations, work–life balance practices and working conditions directly influenced job satisfaction. Work pressure did not influence job satisfaction directly, but it significantly influenced working conditions, which eventually affected job satisfaction. Working hours neither affected working conditions nor job satisfaction in a significant manner.

Covid-19 necessitated working from home, which is a peculiar work–life balance situation. The findings are helpful for organisations in planning strategies related to work–life-balance, working hours, multi-skilling, working conditions and other quality of work life factors in both regular working conditions and under Covid-19 conditions.

The proven influence of work pressure and work–life-balance practices may result in the formation of informal organisations, social groups and increased social networking. As working hours are not diagnosed as an influencing factor for job satisfaction, organisations may think about increasing them, affecting the social fabric of the working community.

Previously unexplored interrelationships among various quality of work life factors are established. Under Covid-19 circumstances, factors such as working hours, work–life-balance and work pressure are investigated in a novel manner. The factors and their interrelationships are important to both quality management professionals and HR professionals.

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An interdisciplinary study of quality management and human resource management using quality of work–life factors10.1108/IJQSS-03-2022-0020International Journal of Quality and Service Sciences2023-12-19© 2023 Emerald Publishing LimitedPantri HeriyatiNathanya ChittaSekar PrasetyaningtyasPrita PrasetyaNeeraj YadavInternational Journal of Quality and Service Sciences1612023-12-1910.1108/IJQSS-03-2022-0020https://www.emerald.com/insight/content/doi/10.1108/IJQSS-03-2022-0020/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Assessing subjective career success: the role of career commitment, career resilience and self-efficacy: a evidence from hospitality industryhttps://www.emerald.com/insight/content/doi/10.1108/IJQSS-02-2023-0022/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to examine how career commitment (CC) affects hospitality employees perceived subjective career success (SCS) using a serial mediation system that uses career resilience (CR) behaviour and self-efficacy (SE) as serial mediators. To examine the proposed relationships, a comprehensive theoretical serial mediation model was constructed. The proposed hypotheses were tested on a sample of 316 hospitality employees from India using regression analysis (Process Macro Model 6) with 5,000 bootstrapping at 95% confidence interval. The regression analysis confirmed a strong, positive relationship between CC and SCS. It also highlighted a significant indirect effect, involving a serial mediation through CR and SE, demonstrating how CC influences SCS. Drawing from three prominent theories – career self-determination theory (CSDT), career construction theory (CCT) and the contextual action theory of career development (CATCD), this research underscores the importance of fostering career-committed behaviour among employees and advocating for strategic career development initiatives. Understanding CC elements may help firms retain and encourage individuals, which can boost job satisfaction and performance. Importantly, the results advocate for the implementation of targeted career development strategies and the promotion of career-committed behaviour within hospitality organisations. This, in turn, fosters resilience and competence, ultimately contributing to individual career success and organisational excellence. A serial mediation model with CR and SE introduces a fresh perspective that, to the best of the authors’ knowledge, has not been extensively explored in previous research examining the relationship between CC and SCS.Assessing subjective career success: the role of career commitment, career resilience and self-efficacy: a evidence from hospitality industry
Bhawna , Sanjeev Kumar Sharma, Umair Akram
International Journal of Quality and Service Sciences, Vol. 16, No. 1, pp.44-62

This study aims to examine how career commitment (CC) affects hospitality employees perceived subjective career success (SCS) using a serial mediation system that uses career resilience (CR) behaviour and self-efficacy (SE) as serial mediators.

To examine the proposed relationships, a comprehensive theoretical serial mediation model was constructed. The proposed hypotheses were tested on a sample of 316 hospitality employees from India using regression analysis (Process Macro Model 6) with 5,000 bootstrapping at 95% confidence interval.

The regression analysis confirmed a strong, positive relationship between CC and SCS. It also highlighted a significant indirect effect, involving a serial mediation through CR and SE, demonstrating how CC influences SCS.

Drawing from three prominent theories – career self-determination theory (CSDT), career construction theory (CCT) and the contextual action theory of career development (CATCD), this research underscores the importance of fostering career-committed behaviour among employees and advocating for strategic career development initiatives. Understanding CC elements may help firms retain and encourage individuals, which can boost job satisfaction and performance. Importantly, the results advocate for the implementation of targeted career development strategies and the promotion of career-committed behaviour within hospitality organisations. This, in turn, fosters resilience and competence, ultimately contributing to individual career success and organisational excellence.

A serial mediation model with CR and SE introduces a fresh perspective that, to the best of the authors’ knowledge, has not been extensively explored in previous research examining the relationship between CC and SCS.

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Assessing subjective career success: the role of career commitment, career resilience and self-efficacy: a evidence from hospitality industry10.1108/IJQSS-02-2023-0022International Journal of Quality and Service Sciences2023-12-11© 2023 Emerald Publishing LimitedBhawna Sanjeev Kumar SharmaUmair AkramInternational Journal of Quality and Service Sciences1612023-12-1110.1108/IJQSS-02-2023-0022https://www.emerald.com/insight/content/doi/10.1108/IJQSS-02-2023-0022/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2023 Emerald Publishing Limited
Supply chain partnership and sustainable performance: does TQM mediate the relationship?https://www.emerald.com/insight/content/doi/10.1108/IJQSS-07-2023-0101/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe purpose of this study is to assess the effect of supply chain (SC) partnerships on sustainable performance (SP) and investigate the potential mediating role of total quality management (TQM). A total of 185 responses were collected from pharmaceutical industry employees. The research data were analyzed using the partial least squares structural equation modeling approach. The results reveal that relationships with suppliers (RS), distributors (RD) and intermediaries (RI) have a direct impact on SP. In addition, this study found that TQM serves as a mediator between RS, RD, RI and SP. This study enhances the understanding of the significance of TQM, SC and SP in business environment development. The findings suggest that organizations in the Jordanian pharmaceutical industry should prioritize the enhancement of their RS, intermediaries and distributors to improve their SP. By providing decision-makers with valuable information, this study enables them to identify and implement TQM and SC practices to enhance the SP of pharmaceutical companies in Jordan.Supply chain partnership and sustainable performance: does TQM mediate the relationship?
Mohammad A.K. Alsmairat, Noor Al-Ma’aitah, Tahani Al-hwameil, Hamzah Elrehail
International Journal of Quality and Service Sciences, Vol. 16, No. 1, pp.63-86

The purpose of this study is to assess the effect of supply chain (SC) partnerships on sustainable performance (SP) and investigate the potential mediating role of total quality management (TQM).

A total of 185 responses were collected from pharmaceutical industry employees. The research data were analyzed using the partial least squares structural equation modeling approach.

The results reveal that relationships with suppliers (RS), distributors (RD) and intermediaries (RI) have a direct impact on SP. In addition, this study found that TQM serves as a mediator between RS, RD, RI and SP. This study enhances the understanding of the significance of TQM, SC and SP in business environment development. The findings suggest that organizations in the Jordanian pharmaceutical industry should prioritize the enhancement of their RS, intermediaries and distributors to improve their SP.

By providing decision-makers with valuable information, this study enables them to identify and implement TQM and SC practices to enhance the SP of pharmaceutical companies in Jordan.

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Supply chain partnership and sustainable performance: does TQM mediate the relationship?10.1108/IJQSS-07-2023-0101International Journal of Quality and Service Sciences2024-02-14© 2024 Emerald Publishing LimitedMohammad A.K. AlsmairatNoor Al-Ma’aitahTahani Al-hwameilHamzah ElrehailInternational Journal of Quality and Service Sciences1612024-02-1410.1108/IJQSS-07-2023-0101https://www.emerald.com/insight/content/doi/10.1108/IJQSS-07-2023-0101/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
E-grocery service loyalty: integrating food quality, e-grocery quality and relationship quality (young customers’ experience with local food)https://www.emerald.com/insight/content/doi/10.1108/IJQSS-06-2023-0080/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis study aims to evaluate the loyalty formation model on e-grocery service incorporating food quality, e-grocery quality and relationship quality as determinants of loyalty. The quantitative approach was used by using 353 data from young Indonesian customers with purchasing experience of local food through e-grocery service. The hypothesized relationships between variables were tested using partial least squares structural equation modeling. The results confirm that local food quality, e-grocery service quality and the relationship quality elements of a sense of community and attitudinal attachment, are all loyalty drivers. Next, mediation tests reveal that local food quality and e-grocery service quality influence customer loyalty through customers’ attitudinal attachment and a sense of community. This study recommends that managers of e-grocery services of local food businesses could benefit from the development of attachment and a sense of community among their young clients. Furthermore, to develop loyalty among young customers, offering high-quality local food as well as e-grocery services is suggested. To the best of the author’s knowledge, this is the first examination of the e-grocery service loyalty in the context of local food.E-grocery service loyalty: integrating food quality, e-grocery quality and relationship quality (young customers’ experience with local food)
Dwi Suhartanto, David Dean, Iklima Farhani
International Journal of Quality and Service Sciences, Vol. 16, No. 1, pp.87-102

This study aims to evaluate the loyalty formation model on e-grocery service incorporating food quality, e-grocery quality and relationship quality as determinants of loyalty.

The quantitative approach was used by using 353 data from young Indonesian customers with purchasing experience of local food through e-grocery service. The hypothesized relationships between variables were tested using partial least squares structural equation modeling.

The results confirm that local food quality, e-grocery service quality and the relationship quality elements of a sense of community and attitudinal attachment, are all loyalty drivers. Next, mediation tests reveal that local food quality and e-grocery service quality influence customer loyalty through customers’ attitudinal attachment and a sense of community.

This study recommends that managers of e-grocery services of local food businesses could benefit from the development of attachment and a sense of community among their young clients. Furthermore, to develop loyalty among young customers, offering high-quality local food as well as e-grocery services is suggested.

To the best of the author’s knowledge, this is the first examination of the e-grocery service loyalty in the context of local food.

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E-grocery service loyalty: integrating food quality, e-grocery quality and relationship quality (young customers’ experience with local food)10.1108/IJQSS-06-2023-0080International Journal of Quality and Service Sciences2024-02-07© 2024 Emerald Publishing LimitedDwi SuhartantoDavid DeanIklima FarhaniInternational Journal of Quality and Service Sciences1612024-02-0710.1108/IJQSS-06-2023-0080https://www.emerald.com/insight/content/doi/10.1108/IJQSS-06-2023-0080/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
Organizational learning, quality and safety culture in patient care: comparing Colombia and the Kingdom of Saudi Arabiahttps://www.emerald.com/insight/content/doi/10.1108/IJQSS-07-2023-0103/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThe purpose of this study is to determine the interactions between factors such as organizational learning, feedback about errors, punitive response to errors and communication quality in hospitals in the Kingdom of Saudi Arabia and Colombia when adopting a culture of quality and safety (CQS) in patient care. Based on a literature review, a self-administered questionnaire was developed and used to collect data from 417 Saudi respondents affiliated with hospitals and 483 Colombian respondents at the beginning of the pandemic. Structural equation modeling is used in this study to test the hypothesized relationships. The results show a solid and significant predictive relationship between feedback about errors and the CQS in both countries (Colombia: b = 0.55, p < 0.001; KSA: b = 0.44, p < 0.001), but a very low and insignificant predictive relationship between no punitive response to errors and CQS (Colombia: b = –0.02, p > 0.05; KSA: b = 0.05, p > 0.05). This study demonstrates the importance of organizational learning in fostering a CQS in the health-care sector in the Kingdom of Saudi Arabia and Colombia. Recent unprecedented policy actions motivated by the COVID-19 pandemic, such as social distancing, lockdowns and safety practices enforcement, have further highlighted this concern. Moreover, attention to the dimensions addressed in this study is required for accreditation purposes in organizations seeking to promote a CQS. Overall, this research highlights the vital role of safety and quality practices among health-care organizations, which has significant policy implications, especially in the current period of high uncertainty. This paper contributes to the theory and practice in the health-care sector by extending the current knowledge of the impact of the quality of communications, non-punitive response to errors and feedback about errors in organizational learning and safety culture, and by presenting a novel, quantitative methodology seldom used for these topics.Organizational learning, quality and safety culture in patient care: comparing Colombia and the Kingdom of Saudi Arabia
Ricardo Santa, Diego Morante, Thomas Tegethoff, Luis Berggrun
International Journal of Quality and Service Sciences, Vol. 16, No. 1, pp.103-119

The purpose of this study is to determine the interactions between factors such as organizational learning, feedback about errors, punitive response to errors and communication quality in hospitals in the Kingdom of Saudi Arabia and Colombia when adopting a culture of quality and safety (CQS) in patient care.

Based on a literature review, a self-administered questionnaire was developed and used to collect data from 417 Saudi respondents affiliated with hospitals and 483 Colombian respondents at the beginning of the pandemic. Structural equation modeling is used in this study to test the hypothesized relationships.

The results show a solid and significant predictive relationship between feedback about errors and the CQS in both countries (Colombia: b = 0.55, p < 0.001; KSA: b = 0.44, p < 0.001), but a very low and insignificant predictive relationship between no punitive response to errors and CQS (Colombia: b = –0.02, p > 0.05; KSA: b = 0.05, p > 0.05).

This study demonstrates the importance of organizational learning in fostering a CQS in the health-care sector in the Kingdom of Saudi Arabia and Colombia. Recent unprecedented policy actions motivated by the COVID-19 pandemic, such as social distancing, lockdowns and safety practices enforcement, have further highlighted this concern. Moreover, attention to the dimensions addressed in this study is required for accreditation purposes in organizations seeking to promote a CQS. Overall, this research highlights the vital role of safety and quality practices among health-care organizations, which has significant policy implications, especially in the current period of high uncertainty.

This paper contributes to the theory and practice in the health-care sector by extending the current knowledge of the impact of the quality of communications, non-punitive response to errors and feedback about errors in organizational learning and safety culture, and by presenting a novel, quantitative methodology seldom used for these topics.

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Organizational learning, quality and safety culture in patient care: comparing Colombia and the Kingdom of Saudi Arabia10.1108/IJQSS-07-2023-0103International Journal of Quality and Service Sciences2024-02-19© 2024 Emerald Publishing LimitedRicardo SantaDiego MoranteThomas TegethoffLuis BerggrunInternational Journal of Quality and Service Sciences1612024-02-1910.1108/IJQSS-07-2023-0103https://www.emerald.com/insight/content/doi/10.1108/IJQSS-07-2023-0103/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
The impact of feedback on consumer’s emotional state in post purchase context: exploring moderating factorshttps://www.emerald.com/insight/content/doi/10.1108/IJQSS-06-2023-0085/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestEmphasizing the increasing need for social presence in interpersonal interactions and the irreplaceable aspects of face-to-face communications, this study aims to explore the emotional impact of interpersonal influence on consumers after purchase. As individuals respond differently to others’ feedback (positive and negative/verbal and nonverbal), the author investigates potential moderating factors of the impact of feedback on consumer’s emotions in a postpurchase context. A qualitative study was conducted using the method of semistructured individual interviews to collect data. The author selected a heterogeneous group of 30 consumers belonging to two categories: 13 adults (including seven women and six men) and 17 adolescents (including eight girls and nine boys). The author took into account this type of sampling in the selection of respondents, as investigating the influence of the respondent’s gender is one of the research objectives. The thematic content analysis method released a set of propositions the author suggests for future validation: five moderating factors the author established from the literature review (strength of social ties, level of expertise, type of the product and consumer’s age and gender), while four factors sprang from the collected data (consumer’s level of conviction, repetition of the feedback, the feedback’s argumentation and its level of discretion). The subjectivity of the interviewees’ personal descriptions of their felt internal states affects the accuracy of their responses. In addition, the psychological aspect of the study provoked reluctance and discretion from some respondents. Further research studies could target these limitations to study each identified moderating factor separately and search for the secondary variables that tend to be linked to these factors (e.g. the expertise level is linked to personality variables, such as the perceived level of self-confidence). Furthermore, subsequent studies can go beyond the affective impact of feedback and investigate the behavioral aspect (repurchase intentions). This study is of great importance in providing more explanations for the reasons why consumers repurchase or abandon a product. The importance of the emotional power of others’ feedback suggests that, when positioning their offers, marketers must ensure that their product has a strong chance of acceptance by consumer’s significant other. In addition, companies must argue their offers, allowing consumers to increase their knowledge about the product. Moreover, interpersonal cues and expertise level are more important competences to find in employees. Who is more than a vendor, for example, to be perceived as having a high level of expertise in his field? This study stresses the importance of face-to-face interpersonal interaction in a time when social lives are submerged by social media and virtual communications. The findings suggest that offline social power still matters, and its impact is relative to multiple factors that count for consumers. Face-to-face interaction has been viewed as the most efficient way to satisfy individuals’ social needs for connectedness. This paper provides new insights into the impact of offline interpersonal verbal and nonverbal feedbacks. The feedback-affect process within consumers was explored, and the postpurchase context was precisely emphasized.The impact of feedback on consumer’s emotional state in post purchase context: exploring moderating factors
Nadia Sfar
International Journal of Quality and Service Sciences, Vol. 16, No. 1, pp.120-143

Emphasizing the increasing need for social presence in interpersonal interactions and the irreplaceable aspects of face-to-face communications, this study aims to explore the emotional impact of interpersonal influence on consumers after purchase. As individuals respond differently to others’ feedback (positive and negative/verbal and nonverbal), the author investigates potential moderating factors of the impact of feedback on consumer’s emotions in a postpurchase context.

A qualitative study was conducted using the method of semistructured individual interviews to collect data. The author selected a heterogeneous group of 30 consumers belonging to two categories: 13 adults (including seven women and six men) and 17 adolescents (including eight girls and nine boys). The author took into account this type of sampling in the selection of respondents, as investigating the influence of the respondent’s gender is one of the research objectives.

The thematic content analysis method released a set of propositions the author suggests for future validation: five moderating factors the author established from the literature review (strength of social ties, level of expertise, type of the product and consumer’s age and gender), while four factors sprang from the collected data (consumer’s level of conviction, repetition of the feedback, the feedback’s argumentation and its level of discretion).

The subjectivity of the interviewees’ personal descriptions of their felt internal states affects the accuracy of their responses. In addition, the psychological aspect of the study provoked reluctance and discretion from some respondents. Further research studies could target these limitations to study each identified moderating factor separately and search for the secondary variables that tend to be linked to these factors (e.g. the expertise level is linked to personality variables, such as the perceived level of self-confidence). Furthermore, subsequent studies can go beyond the affective impact of feedback and investigate the behavioral aspect (repurchase intentions).

This study is of great importance in providing more explanations for the reasons why consumers repurchase or abandon a product. The importance of the emotional power of others’ feedback suggests that, when positioning their offers, marketers must ensure that their product has a strong chance of acceptance by consumer’s significant other. In addition, companies must argue their offers, allowing consumers to increase their knowledge about the product. Moreover, interpersonal cues and expertise level are more important competences to find in employees. Who is more than a vendor, for example, to be perceived as having a high level of expertise in his field?

This study stresses the importance of face-to-face interpersonal interaction in a time when social lives are submerged by social media and virtual communications. The findings suggest that offline social power still matters, and its impact is relative to multiple factors that count for consumers. Face-to-face interaction has been viewed as the most efficient way to satisfy individuals’ social needs for connectedness.

This paper provides new insights into the impact of offline interpersonal verbal and nonverbal feedbacks. The feedback-affect process within consumers was explored, and the postpurchase context was precisely emphasized.

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The impact of feedback on consumer’s emotional state in post purchase context: exploring moderating factors10.1108/IJQSS-06-2023-0085International Journal of Quality and Service Sciences2024-02-16© 2024 Emerald Publishing LimitedNadia SfarInternational Journal of Quality and Service Sciences1612024-02-1610.1108/IJQSS-06-2023-0085https://www.emerald.com/insight/content/doi/10.1108/IJQSS-06-2023-0085/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
Can gamified e-service quality improve customer value co-creation and relationship quality in e-retailing?https://www.emerald.com/insight/content/doi/10.1108/IJQSS-08-2023-0120/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestThis paper aims to investigate the effect of gamified e-service quality (GE-SQ) on customer value co-creation, relationship quality and purchase intention in e-retailing. A questionnaire was used to collect data from a sample of 549 e-retailing customers who participated in a gamified online service process. A structural equation modeling approach was adopted to analyze the model. The empirical evidence confirmed that GE-SQ encouraged customer value co-creation behavior and relationship quality. Customer value co-creation and relationship quality led to higher purchase intention. Also, value co-creation and relationship quality partially mediated the relationship between GE-SQ and purchase intention. The findings increase our knowledge of GE-SQ and its behavioral consequences. Moreover, the study proposes and validates a theoretical framework based on GE-SQ, value co-creation and customer relationship quality. This study provides insight into using gamification as a practical tool in the e-retailing industry.Can gamified e-service quality improve customer value co-creation and relationship quality in e-retailing?
Reihaneh Alsadat Tabaeeian, Majid Mohammad Shafiee, Azarnoush Ansari
International Journal of Quality and Service Sciences, Vol. ahead-of-print, No. ahead-of-print, pp.-

This paper aims to investigate the effect of gamified e-service quality (GE-SQ) on customer value co-creation, relationship quality and purchase intention in e-retailing.

A questionnaire was used to collect data from a sample of 549 e-retailing customers who participated in a gamified online service process. A structural equation modeling approach was adopted to analyze the model.

The empirical evidence confirmed that GE-SQ encouraged customer value co-creation behavior and relationship quality. Customer value co-creation and relationship quality led to higher purchase intention. Also, value co-creation and relationship quality partially mediated the relationship between GE-SQ and purchase intention.

The findings increase our knowledge of GE-SQ and its behavioral consequences. Moreover, the study proposes and validates a theoretical framework based on GE-SQ, value co-creation and customer relationship quality. This study provides insight into using gamification as a practical tool in the e-retailing industry.

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Can gamified e-service quality improve customer value co-creation and relationship quality in e-retailing?10.1108/IJQSS-08-2023-0120International Journal of Quality and Service Sciences2024-03-18© 2024 Emerald Publishing LimitedReihaneh Alsadat TabaeeianMajid Mohammad ShafieeAzarnoush AnsariInternational Journal of Quality and Service Sciencesahead-of-printahead-of-print2024-03-1810.1108/IJQSS-08-2023-0120https://www.emerald.com/insight/content/doi/10.1108/IJQSS-08-2023-0120/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited
A cultural theory perspective to service expectations in restaurants and food serviceshttps://www.emerald.com/insight/content/doi/10.1108/IJQSS-09-2023-0145/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatestPrior research examining cultural effects on customer service expectations has primarily used more generic Western cultural theory on an aggregate scale or with only a single variable to draw conclusions on a customer’s underlying reasoning for buying a service. This study aims to focus on culturally distinct clusters within non-Western nations, specifically exploring within-cluster differences in service expectations within the Confucian Asia cluster. This study developed a measurement model of Chinese cultural values and service expectations, consisting of a three and five-factor structure, respectively. Data from a sample of 351 diners were analysed using SmartPLS software. The data was compared with similar studies within the Confucian Asia cluster to understand the culture effect on service expectations and within-cluster variations. The findings underscore the varying importance of cultural values in shaping customer service expectations, emphasizing their relative, rather than equal, significance. The study provides insights into potential within-group differences in customer service expectations within the same cultural cluster – without losing sight of the fundamental cultural heterogeneity of the Confucian culture. Managers should leverage the distinct cultural values of their operating country to gain insights into diverse customer groups, predict their behaviours and meet their needs and expectations. This study offers valuable insights to both service management scholars and practitioners by focusing on culturally distinct clusters of non-Western nations and exploring their effects on variation in service expectations within these clusters.A cultural theory perspective to service expectations in restaurants and food services
Yingying Liao, Ebrahim Soltani, Fangrong Li, Chih-Wen Ting
International Journal of Quality and Service Sciences, Vol. ahead-of-print, No. ahead-of-print, pp.-

Prior research examining cultural effects on customer service expectations has primarily used more generic Western cultural theory on an aggregate scale or with only a single variable to draw conclusions on a customer’s underlying reasoning for buying a service. This study aims to focus on culturally distinct clusters within non-Western nations, specifically exploring within-cluster differences in service expectations within the Confucian Asia cluster.

This study developed a measurement model of Chinese cultural values and service expectations, consisting of a three and five-factor structure, respectively. Data from a sample of 351 diners were analysed using SmartPLS software. The data was compared with similar studies within the Confucian Asia cluster to understand the culture effect on service expectations and within-cluster variations.

The findings underscore the varying importance of cultural values in shaping customer service expectations, emphasizing their relative, rather than equal, significance. The study provides insights into potential within-group differences in customer service expectations within the same cultural cluster – without losing sight of the fundamental cultural heterogeneity of the Confucian culture.

Managers should leverage the distinct cultural values of their operating country to gain insights into diverse customer groups, predict their behaviours and meet their needs and expectations.

This study offers valuable insights to both service management scholars and practitioners by focusing on culturally distinct clusters of non-Western nations and exploring their effects on variation in service expectations within these clusters.

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A cultural theory perspective to service expectations in restaurants and food services10.1108/IJQSS-09-2023-0145International Journal of Quality and Service Sciences2024-03-28© 2024 Emerald Publishing LimitedYingying LiaoEbrahim SoltaniFangrong LiChih-Wen TingInternational Journal of Quality and Service Sciencesahead-of-printahead-of-print2024-03-2810.1108/IJQSS-09-2023-0145https://www.emerald.com/insight/content/doi/10.1108/IJQSS-09-2023-0145/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest© 2024 Emerald Publishing Limited