Purpose: The purpose of this paper is to provide an enhanced version of quality function deployment (QFD) that captures customers’ present and future preferences, accurately prioritizes product specifications and eventually translates them into desirable quality products. Under rapidly...

Purpose – The increasing importance of customer satisfaction is uncontested. Yet, banks are currently facing another major challenge, meeting the changing needs of customers. For this reason, the present study aims to examine the effect that internal service quality has on employees' prosocial...

Purpose The purpose of this paper is to discuss the need to evaluate perception-based quality in service encounters. It sets out to diagnose potential mismatches in how customers and front-line employees perceive quality in high-involvement service settings, based on the premise that any...