The purpose of this study is to contribute to the conceptual and empirical knowledge of service quality in wellness settings. The aim is to provide a theoretical background of the main concepts of interest and to empirically assess customer expectations and perceptions, as well as to determine...

In this paper I give a short overview about measuring service quality. For services, the assessment of quality is made during the service delivery process, I which usually takes place with an encounter between a customer and a service contact person. Customer satisfaction with service quality...

Quality includes the technical side or strictly linked to intrinsic characteristics and properties of the product or service and it can be defined as a set of properties and characteristics of a product or service, which gives it its ability to meet the needs expressed or implied. The...

This study explores the effectiveness of disaster prevention programs using virtual reality and partial least squares techniques. The purpose is to gain an understanding of IS (information system) usage and acceptance behaviors, mainly the users’ acceptance of virtual reality, as well as...

The main objective of relationship marketing is to establish and maintain long-term relationships that translate into customer loyalty. Following the above introduction of describing the significance of customer loyalty, this article discusses the conceptualisation of relational determinants of...

The purpose of the study is to report on an in-depth exploration of service quality in a higher education and to evaluate the relative efficacy of two measuring instruments of service quality (namely Higher Education PERF-ormance (HEd-PERF) and SERVPERF within a higher education setting. After a...

The purpose of this research is to develop a model for the measurement of library service quality. 1629 students studying in different universities and degree awarding institutions responded to a survey. Confirmatory factor analysis developed a valid and reliable service quality measurement...

The increasing importance of relational marketing in the service sector as underlined by several authors and particularly by Berry (1983) culminates in a new marketing orientation toward internal marketing, even suggesting a significant impact of the latter on service quality perception. Several...

In order to improve the quality of service co-production, both academics and managers have pointed out the pivotal role of front-line employees (FLEs) in improving the service experience. Few studies, however, have simultaneously examined the quality perceptions of each group. Do FLEs perceive...

In the current competitive market, many enterprises face the fierce competitions that are between the companies and also between supply chains. From the whole supply chain point of view, complete circulating logistic systems must include forward logistics and Reverse Logistics (RL). This study...