The purpose of this study is to refine the real estate service quality scale, called RESERV, developed by Nelson and Nelson (1995). RESERV is examined for scale parsimony and for items measuring service expectations. This study is the first to simultaneously compare the three types of service...

A smartphone and a strong Internet connection are what every tech-savvy customer’s need to meet the full spectrum of his / her everyday needs. The on-demand taxi service is a phenomenon that has changed the habit of a huge proportion of people in the country who ride on a daily basis. The...

Service modularization is gaining increasing attention from scholars and practitioners. However, it must be noted that the essence of service modularization is still not well understood, and its purposefulness of practical application has not yet been well explored. This conceptual paper...

The purpose of this study was to analyze how service quality, relationship benefit, and experience value affect the customers´ intention to maintain a long-term relationship with auto repair centers through service quality and trust. To this end, a statistical analysis was performed, based on a...