Purpose – This study seeks to examine the relationship between market orientation, service quality, and their impact towards organizational performance. Design/methodology/approach – A total of 175 sets of structured questionnaires were distributed to managers of 175 service organizations in...

Purpose – This study aims to extend the knowledge and literature on which information sources influences (explicit service promises such as advertising, personal selling; implicit service promises such as tangibles and price; past experiences; word of mouth; image and reputation) Chinese...

Purpose – The purpose of this paper is to extend knowledge on service quality and how it is defined and thus, managed, in the context of maritime transport by proposing and testing a new conceptual model of service quality. Design/methodology/approach – The study used a sample of 197...

Purpose – The purpose of this paper is to identify distinguishing attributes of (dis)satisfying service contacts in a Chinese cultural context. Design/methodology/approach – The data were collected in the form of critical incidents from a purposive snowball sample of hypermarket customers....

Purpose – Since the introduction of martial arts in the global community through a variety of international sport events, the sport of Taekwondo (TKD) has grown rapidly. Although the magnitude of the TKD market has increased, few systematic studies have been conducted to understand TKD...

Purpose – The main purpose of this paper is to highlight the significance of automated service factors, customer trust, and delight in customer commitment within the United Arab Emirates (UAE) banking context. Design/methodology/approach – The relative importance of automated service factors...

Purpose – Although many studies have analysed the impact of online factors on the online behaviour of customers', there is also a need to consider the influence of offline factors on customers' propensity for online services use. The purpose of this paper is to highlight how offline factors...

Purpose – The aim of this study is to develop and empirically test an integrated model incorporating the antecedents and consequences of service quality in a higher education context. Design/methodology/approach – This research employed both qualitative and quantitative research methods. The...

Purpose – The purpose of this paper is to examine the quality of service of a South East Asian country's military facilities management organisation. Design/methodology/approach – An interview survey and questionnaire survey were used to obtain a description and summary of stakeholders’...