International Journal of Quality and Service Sciences: Volume 7 Issue 4

Assessing sustainability of employee suggestion schemes: a framework

Flevy Lasrado

The purpose of this paper is to assess the employee suggestion scheme of three organizations based in the United Arab Emirates. A framework that consists of five sustainability…

Managing self-service technology service quality to enhance e-satisfaction

Sakun Boon-itt

The purpose of this paper is to address, by integrating the self-service technology (SST) adoption and technology acceptance models, the service quality of self-service…

Reflective practice as a determinant of performance outcomes in services

Minna Saunila, Juhani Ukko

The purpose of this paper is to examine the outcomes of reflective practices in services. The paper contributes to the current understanding of the relationship between reflective…

Retail store influence on sustainable consumption behaviour

Matthias Lehner

– This paper aims to contribute to the discussion about how retailers can more effectively promote sustainable food consumption in the retail store.

Identifying the gaps between customer expectations and perceptions on service quality dimensions of Islamic banks in Malaysia

Rafikul Islam, Selim Ahmed, Dzuljastri Abdul Razak

This paper aims to identify the gaps and differences between customer expectations and perceptions on service quality of Islamic banks in Malaysia based on six dimensions of…

The role of frames in a co-creation process

Filippa Säwe, Åsa Thelander

This paper aims to analyze the conditions for co-creation in a non-commercial context. The particular aim is to show how a co-creative activity is framed for the participants and…

Assessing the influence of social media on tourists’ motivations and image formation of a destination

Isabel Llodra-Riera, María Pilar Martínez-Ruiz, Ana Isabel Jiménez-Zarco, Alicia Izquierdo-Yusta

The purpose of this study is to analyse how tourists form the cognitive, affective and unique images of a tourism destination, taking into account that: travellers use…