Managing Service Quality: An International Journal: Volume 18 Issue 2

Value in use through service experience

Sara Sandström, Bo Edvardsson, Per Kristensson, Peter Magnusson

The aim of this article is to propose a framework for a new perspective on the total service experience, which dimensions influence it, and how a service experience is linked to…

Effects of e‐service quality on loyalty intention: an empirical study in online auction

Chia‐Hui Yen, Hsi‐Peng Lu

The purpose of this study is to draw on expectancy disconfirmation theory (EDT) to explore e‐service quality and the factors influencing an individual's loyalty intention towards…

The role of emotion in service evaluation: Senior citizens' assessments of long‐term care services

Anna Essén, Solveig Wikström

This paper aims to explore the role of emotions in consumers' evaluations of service quality.

The impact of satisfaction and image on loyalty: the case of Alpine ski resorts

Rita Faullant, Kurt Matzler, Johann Füller

Customer satisfaction is seen to be one of the main determinants of loyalty. However, the relationship between customer satisfaction and loyalty does not seem to be linear, many…

How some service firms have become part of “service excellence” folklore: An exploratory study

David Solnet, Jay Kandampully

This paper aims to address the concept of customer advocacy through storytelling, urban legends and folklore. The main purpose of the paper is to identify firms that are frequent…

Call centre service quality for the public: a Scottish framework for the future

Adrienne Curry, Wilma Lyon

The purpose of this paper is to evaluate the quality of service provided by the Stirling Council call centre with a view to determining the essential elements of best practice.