Zusammenfassung Gütesiegel sind ein Versuch, angebotene Wellnessleistungen transparenter und vergleichbarer zu machen und dem Kunden die Kaufentscheidung zu erleichtern. Der vorliegende Artikel stellt dar, welchen Nutzen Gütesiegel für touristische Anbieter von Wellnessleistungen haben....

Previous research into the efficacy of the quality assurance standards in the ISO 9000 series has rarely focused upon their deployment in services. The UK standard Investors in People (IiP) has received relatively little research attention as a quality management method. The paper reports an...

Purpose – The purpose of this paper is to connect mindfulness with service quality constructs and apply the resultant framework, service‐mindful orientation (SMO), to the analysis of strategic perspectives and philosophical orientations of small to medium‐sized enterprises (SMEs) in Ghana...

Purpose – The purpose of this paper is to explore how financial institutions adopt business process improvement (BPI) for improving service quality, to enhance customer satisfaction. To explain this adoption, it was necessary to develop a theory to explain the linkages between BPI initiatives...

No matter how much effort is placed into producing quality service, the true test lies in the perception of customers. To assess this perception, lodging executives have only a few quantitative instruments available from which to choose, since the development of such scales is still in its...

Purpose – The purpose of this paper is to explore the concepts of satisfaction and service quality of outsourced facilities management (FM) services. Design/methodology/approach – An empirical survey of 208 stakeholders in Nigeria’s hospitals was used to first, assess the level of...

Presents the current state of the methodological discussion on the measurement of perceived service quality. Describes two approaches ‐ attribute‐based methods and the sequential incident technique (SIT). Outlines the concept and basic assumptions of SIT describes an empirical SIT study...

The banking industry in Hong Kong plays a significant role in the international financial arena. Because of increasingly competitive pressure from domestic and overseas banks, Hong Kong banks must improve service quality and care about customer demand. They must tightly control cost and improve...

Purpose – The purpose of this article is to examine some of the considerations in the preparation of professionals for service quality and organizational excellence. Design/methodology/approach – Effectiveness, rather than academic principles, is the basis of methodologies for quality...

Purpose The purpose of this paper is to explore the learning outcomes of students and the importance of research supervisors in writing research. Design/methodology/approach A questionnaire covering three dimensions: (A) skill set, (B) course arrangement, and (C) supervisor guidance was...