Purpose – The importance of using the internet to achieve competitive advantage has been well‐documented. An ever‐expanding array of technologies exist that enable firms to accomplish customer service online. Yet for many firms, determining which applications to employ can be perplexing....

Purpose – The purpose of this paper is to develop and validate scales to measure and benchmark service quality (SQ) in tourism industry. Design/methodology/approach – The second‐order confirmatory factor analysis is employed to validate the instrument. SQ dimensions have been modeled which...

Purpose – The purpose of this paper is to review the evolution and development of customer service performance measures in the electricity sector since privatization in 1989, and then examine the impact of a specific recent energy regulatory requirement (known as information and incentives...

Purpose – The purpose of this paper is to determine the dimensions of service quality in Indian hospitals, from the perspectives of patients and their family members/friends (referred to as “attendants”). Design/methodology/approach – Based on the existing models and the literature on...

Purpose – The purpose of this paper is to offer a framework based on analytic hierarchy process to ocean container carriers operating in India, with a view to assist them in benchmarking their service quality. Design/methodology/approach – To explore various service attributes, review of...

Purpose – The purpose of this paper is to conceptualize hospital service quality (SQ) into its component dimensions from the perspectives of patients and their attendants; and to analyze the relationship between SQ and customer satisfaction (CS) in government and private hospitals in India....

Purpose – To help fast‐food restaurants enhance their competitiveness and then increase their market share, the purpose of this paper is to measure the service performances of fast‐food restaurant franchises in the USA and identify salient factors influencing the service performances of...

Purpose – The purpose of this paper is to explain the onshore satisfaction of cruise passengers, in the port of call of Cartagena de Indias. Design/methodology/approach – A questionnaire was given to 1,361 passengers of 28 cruise ships during October and November of 2009, then factor...

Purpose – The purpose of this paper is to identify the dimensions of service quality as well as of service loyalty in the context of medical tourism. It seeks to demonstrate the conceptualization of medical tourism service loyalty (MTSL) construct. This research also attempts to examine the...

Purpose – The purpose of this paper is to develop a new model, namely service quality measurement for E_Electricity utility service in Odisha a state of India for the measurement of service quality. Design/methodology/approach – Service quality regulation is an important and timely issue in...