The purchase of business services is a growing activity among firms but with little appreciation that the purchase of a service requires a modification of the decision process developed for the purchase of material goods. A taxonomy for purchasing business services is developed to create a...

The trend towards internationalisation in many service industries has increased the need for both managers and academics to collect cross‐cultural/national consumer‐perceived service quality data. Failure to establish cross‐cultural equivalence and to detect differences in cross‐national...

Purpose The purpose of this paper is to identify service quality dimensions and their sub-dimensions for mobile government services. Despite studies conducted on mobile services, there is lack of a comprehensive framework of mobile government service quality. Researchers and practitioners must...

Local government in the UK is not immune from the pressures driving successful organizations towards top quality services that delight their customers. Outlines some of the special features of local government service provision and the way in which these might affect the assessment of service...

The main research question addressed in this paper is how two independent retail outlets in a franchise chain would react to each other on the quality of services. To better explain the interaction, the franchise as an organizational form and its peculiar characteristics compared to the...

Discusses the potential of applying management support systems (MSS) in quality management in a service context and suggests a viable research direction. Describes a research framework using the critical success factor (CSF) analysis to identify factors critical to the success of service quality...

The general practice in implementing an appointment scheduling rule (ASR) is to enforce a certain rule, such as “block appointment”, to schedule customer arrivals in service systems. There are several commonly used ASRs that have been used in such service systems as public and private...

This paper examines organizational climate and organizational culture within a hotel industry framework. An argument is put forward that there is a causal link between good organizational climate and the level of service quality in a hotel. Organizational climate is also examined within the...

As hospitality customers become more seasoned, well‐travelled and quality conscious, a hotel’s organizational structure must facilitate the implementation of strategies designed to provide higher levels of service quality. This article discusses the weaknesses of the current organizational...

Reviews and discusses the topic of customer satisfaction and its application to the hospitality and tourism industries. Defines the concept and analyzes its importance to services in general and to hospitality/tourism services in particular. Following a discussion on the dimensions and...