Purpose – The purpose of this study is to demonstrate the potential of importance‐performance (IP) analysis as a decision‐making tool for service management, employing IP analysis to assess the performance of Greek insurance in delivering quality services. Design/methodology/approach –...

Purpose – This study aims to identify the dimensions recognised by customers when assessing quality in the automotive repair industry. It further examines potential variations in customers' perceptions of service quality based on their purchase behaviour designating different loyalty patterns....

Purpose – Competencies have come to play a central role in a wide range of settings in UK public and private sector contexts. This phenomenon is usually analysed but rarely recontextualised. The purpose of this paper is to identify the epistemological and ontological paradigms on which these...