personal values. The consumer-brand value congruity and the hospitality businesses' delivery of high service quality were found … on service quality …

Much of service quality research has been carried out on external service quality, i.e., services delivered by … organizations to their own customers. The aim of this study was to investigate the influence of internal service quality (ISQ) on … external service quality (ESQ), under the existence of variables such as learning organization (LO), employee job satisfaction …

the provision of quality service in terms of subscription numbers. However, little explains the impacts of these dynamics …. Drawing up the service quality model, theory of planned behaviour (TPB) and customer loyalty model, the study examined the … influence of service quality, technical quality (TQ), functional quality (FQ), and reputational quality (RQ) on customer loyalty …

novel paradigm by investigating structural theories of coping with service failure using a hierarchical structure. Design ….Originality/value – Despite the importance of coping strategies in service failure context, there isn't any considerable research in Iran to …

classic sharing-economy service businesses. Design/methodology – This paper analyzes sharing economy effects using variables … industries, such as space, transportation, and service. At this point, it is inconvenient to not have more implications …

This paper documents the existence of the direct and indirect (via word-of-mouth) effects of service quality on new … customer acquisition, usage and retention using behavioral data from the launch of a new video on demand type service. For this … technology, service quality - the quality of the signal determining the number of movies available for viewing - is exogenously …

This paper focuses on customers' perceptions regarding two key aspects in Maltese retail finance: service quality and … demanding and financially-literate. We use various service quality dimensions, in order to garner bank customers' opinions as to … internet banking services, and these include cost, security, convenience and having the service recommended by acquaintances …