Service quality is one of the most developed marketing researchfields. Simultaneously, it is one of the most fragmented ones. The goalof this article is to analyze and compare the conceptualization of servicequality in four models: ServQual, ServPerf, the «European School», andServPerval....

Cover -- EDITORIAL ADVISORY BOARD -- Surgical learning and guidance on operative risks and potential errors -- Learning from errors: critical incident reporting in nursing -- Learning from errors in dualvocational education: video enhanced instructional strategies -- Emotions, coping and...

Purpose – Currently, in the literature, words such as “corporate image”, “projected image”, “construed image”, “reputation”, “organizational identity”, and “organizational culture” are often confused and superimposed. This creates a conceptual mismatch that leads to...

The work in this Special Issue was born in the Employee Engagement stream at the 2013 UFHRD Conference. Employee engagement is a growing area for academics and practitioners interested in organisational learning, organisational development, employer relations, leadership, management, human...

Purpose – In the literature, there is a lack of tools able to catch the symbolic dimension of the brand image, which go beyond rational and emotional dimensions. This paper aims to find and test a new instrument, named “Multi‐Sensory Sort” (MuSeS). Design/methodology/approach – MuSeS,...

Purpose – The purpose of the research was to develop a simple self‐evaluation model and tool that would be based on the preferences of improvement areas of all the stakeholder groups and that also would be possible to use in all European countries. Design/methodology/approach – The...