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...

Purpose – The purpose of this paper is to analyze whether Chinese philosophy can have positive results in long‐term training. Design/methodology/approach – The paper examined its effect based on Kirkpatrick's model. The qualitative data were the interviews, observations, and documents from...

Purpose – The purpose of this paper is to investigate the impact of dividing the companies’ customers into different priority groups to be served according to their payment history and feedback on the business performance areas: service quality (SQ), business process time (BPT), business...

Purpose Recognizing the fundamental role of quality as a means to differentiate service organizations, the purpose of this paper is to propose a strategic decision making framework for service organizations, which prioritizes performance improvement strategies that are rooted to customer...

Purpose – A new marketing definition was issued by AMA in 2007. However, the new definition has argued that marketing covers a set of activities that guide organizations to achieve their business objectives. Perhaps, exploring the new insight of service practitioners would enhance the...

Purpose – The aim of this paper is to examine service quality dimensions and their impact on a rural tourism destination. Design/methodology/approach – The study was conducted in Bario, a highland settlement in the state of Sarawak, Malaysia. It attempts to add to the scant research and to...

Purpose – The purpose of this paper is to test some antecedents and outcomes of satisfaction in the banking sector in Malaysia. Design/methodology/approach – A research model based on the customer satisfaction index (CSI) was developed and tested using structural equation modeling technique...

Purpose This study aims to understand the satisfaction and needs of eastern and western travelers as hotel guest, based on their experiences as seen in guest reviews and review topics. Design/methodology/approach Considering 2,965 and 1,035 western and eastern traveler reviews, respectively,...

Academic research in the area of sports marketing has concentrated on bi‐lateral relationships, such as that linking a sponsor with the recipient of support, or that between the audience and a particular sport. Yet the industry, made of many relationships, involves probably more than the mere...

Customer care panels are examined as an example of one of the ways in which enterprises can seek to monitor the perception that consumers have of the quality of service they receive. From an examination of three paradigms which structure understanding of the choices open to management in...