Purpose The purpose of this study is to examine the impact of service quality, perceived usefulness and users’ cognitive satisfaction to determine the third-generation (3G) mobile phone users’ behavioural retention in using 3G telecommunications services. Design/methodology/approach A total...

Purpose – The purpose of this paper is investigating the value of service guarantee (SG) program in Service e-Commerce (SeC) which is one resolution to promote service transactions. SeC is emerging as a booming form of e-commerce where various services are contracted, managed, sold and even...

Purpose – This paper aims to propose a high‐level structure for a global quality evaluation of a website. This structure is based on the characteristics, sub‐characteristics and attributes of three main dimensions (content, service, and technical quality) that will substantiate the...

Reports on a programme of research undertaken to understand the manner in which leading service organisations develop, use and integrate measures of their outlets’ activities and performance. In particular, looks at the extent to which academic guidelines for adding value to performance...

A firm’s success in the marketplace is not confirmed by attaining the goal of market leadership, but in sustaining that leadership through the consistent delivery of superior quality service. This research examines three groups of strategies (service quality control practices, service...

Current measures of service quality for retail stores are scarce. A validated Retail Service Quality Scale is used to study the service quality delivery of a department store chain and its impact on consumption behaviour. It results in six dimensions; they are namely: personal interaction;...

Steeped in tradition, the New Zealand Law Society began removing restrictions on marketing law firms about 12 years ago, with virtually all restrictions dismantled by 1994. As a result, legal firms are now free to use a variety of marketing tools, although some are more diligent and inventive...

One of the key challenges of the Internet as a service delivery channel is how service firms can manage service quality as these remote formats bring significant change in customer interaction and behaviour. Drawing on theoretical frameworks of service quality and adapting these to particularly...

Purpose – In this study, service convenience and service quality are used as proxy constructs of customer's and supplier contributions co‐create customer value. The purpose of this paper is to test the relationship between service convenience and customer satisfaction based on the direct and...

Purpose – This paper aims to explore the service quality concept in the context of the rapidly growing Chinese language training market. Design/methodology/approach – The study is based on a mixed methodology that includes secondary research, eight qualitative depth interviews, and a...