Purpose The purpose of this paper is to propose and test a healthcare framework of service quality, perceived value, and satisfaction in Ghana. More specifically, this study investigates the role and effect of service quality on patient satisfaction and perceived value in Ghana’s healthcare...

Purpose – The purpose of this research is to investigate the degree of satisfaction and loyalty of Chinese and Swiss fast‐food consumers. The aim is to compare Chinese/Swiss consumers' perception of meal quality, service quality, price and their influence on their satisfaction and loyalty....

Presents a synergy and integration of marketing and operations for continuous quality improvement in a service setting. Discusses measurements, improvements, and responsibilities of service quality. Integrates a service quality evaluation tool (SERVQUAL) and a service quality improvement tool...

Statistical process control (SPC) can be applied to service processes, but the framework and methods may deviate from applications in industry. This was investigated in several pilot projects covering a range of service processes. Three main issues emerged. First, in addition to the traditional...

Service quality evaluation is one of the main issues that have recently drawn managers’ and researchers’ attention. The definition of an evaluation standard not dependent on any particular service context has determined the popularity of many different quality tools. In this paper we show a...

Purpose – The aim of this paper is to examine educators' perceptions of service quality in secondary schools. Research into service quality in a secondary educational context is somewhat scant, and where investigations have been undertaken, very little has been conducted from the educators'...

Purpose – This paper aims to discuss partitioning an air travel service encounter into touchpoints according to elements and phases, which are depth and breadth, respectively, using the conceptual framework of Le Bel. The empirical findings further the dialogue about the service encounter...

Purpose – The purpose of this paper is to focus on the formation of service perceptions in services that are stressful and unpleasant for customers, e.g. healthcare services. The authors set out to show that customers' happiness, here conceptualized as a stable perception of happiness one has...

Purpose – The purpose of this paper is to propose a model for linking the dimensions of quality and how customers create their perceptions of quality in the products and services that they purchase. This provides a holistic framework for a better understanding of the various dimensions of...

Purpose – The purpose of this paper is to describe and apply teleological approaches from complexity sciences in services. Design/methodology/approach – The performance of service encounters and the outcome of service quality are dependent upon complex and dynamic interactions between...