Purpose – The purpose of this paper is to highlight research avenues for improving the understanding of electronic service quality (e‐SQ) management, based on a critical review of previous literature. Design/methodology/approach – The conclusions are based on a critical review of previous...

Purpose – The purpose of the framework here proposed is to introduce an industrial culture within the service organizations. Concepts such as employees empowerment, ownership, continuous improvement, together with the systematic implementation of quantitative methods builds the organizational...

Purpose – This study aims to explore the potential dimensions of service quality, and examine the relationship among service quality, food quality, perceived value, customer satisfaction and behavioral intentions in fast‐food restaurants (FFRs). Design/methodology/approach – The construct...

Purpose – The purpose of this paper is to study the relationship between service quality, price fairness and customer satisfaction in student food service. Design/methodology/approach – To construct a satisfaction model with these two antecedents and conduct a questionnaire survey among the...

Purpose – There are various influences that affect e‐commerce quality which in turn affect customer online purchasing decisions. An understanding of these influences can lead to greater electronic marketing effectiveness. The purpose of this paper is to conduct an exhaustive literature...

Purpose – Since the introduction of “new public management” in the 1980s, public officials have looked for solutions to increase citizen participation in services planning and provision. Despite recent advancements in co‐production and value‐creation literature, the public sector is...

Purpose – The purpose of this paper is to highlight the problems in the measurement of service quality, why management seems to ignore some of the costs of poor service quality, as well as the repercussions of this, and how to implement service quality correctly in organizations....

Purpose – The purpose of this paper is to explore the critical research issues in terms of service quality in higher education. Design/methodology/approach – The paper critically examines a number of leading studies in satisfaction, service quality, and higher education. Findings – The...

Purpose – The purpose of this paper is to discuss the intertwining of productivity, quality and innovation in the service domain and, based on that discussion, propose and examine the implications of a service productivity framework that incorporates not only the company's perspective (as is...

Purpose – A strong brand is among the most valuable intangible assets for any company. This paper aims to provide empirical evidence of a brand equity model and illustrates the application of the model on a Danish bank. Design/methodology/approach – The conceptual model is founded on a...