В статье рассматриваются основные подходы к ценообразованию на рынке услуг. Определив стратегические задачи, фирма определяет спрос на услуги. Проведя...

The purpose of this study is to assess perceptions of restaurant customers and to determine the factor structure of perceived restaurant service quality. A modified DINESERV model was applied. The model was tested on the sample of 32 restaurants on the Opatija Riviera (Croatia), resulting with...

The purpose of the study is to assess the service quality in high publiceducation in Albania, using the SERVQUAL approach. Today Albanian public universitiesare facing fierce competition from private universities, so they find imperative focusingfirmly on service quality they offer to students....

Because almost 60–80% of the total costs for operating a contact centre involve wage and benefit expenses for personnel, determining the optimal number of agents available is of great importance in call centre management. In modern call centres, working hours are divided into planning...

The quality of services should be treated as a resultant derived from the satisfaction of the costumers participating in the service consumption, which requires prior knowledge on the predictable behaviour and reactions of the clients to the offered services. In its turn, the service monitoring...

The present study aimed to examine the relationships among service quality, satisfaction and spectators’ behavioural intentions, in the context of professional football. Using Gronroos’ (1984) theoretical framework, service quality was conceptualized in terms of technical (outcome) and...

We develop a theoretical model of retail competition that include two sources of quality, one inherently linked to brand characteristics and the other linked to the retailer level of service. We then measure their contribution in explaining the observed price differentials for a sample of U.K....

This paper reports the results of a field study that examined the expectations of users as they relate to the quality of service offered by the information systems (IS) function within organizations. While the results indicate that users have consistently high expectations across organizations,...

Health care financing and funding are usually analyzed in isolation. This paper combines the corresponding strands of the literature and thereby advances our understanding of the important interaction between them. We investigate the impact of three modes of health care financing, namely,...

Purpose – To achieve Goal 5 of the MDGs, the Government of Ghana introduced the free maternal health service system to break financial barriers of access to maternal care services. In spite of this, facility-based deliveries continue to be low due partly to poor quality of antenatal care that...