Purpose The purpose of this paper is to study the nonlinear impact of quality dimensions of third-party logistics (3PL) services on customer satisfaction and loyalty. Design/methodology/approach By interviewing 167 small-size companies, and using penalty and reward contrast analysis, the paper...

Purpose The purpose of this paper is to establish the effects of service quality of sports centers on customer loyalty and intention to adhere to exercise. Design/methodology/approach In total, 500 questionnaires were distributed to five sports centers located in the city of Seoul, of which 472...

Purpose The purpose of this paper is to examine the antecedents of repurchase intentions in the Pakistani airline industry. Though research on repurchase intentions has traditionally focused on service quality and satisfaction, recently scholars have proposed that word of mouth (WOM) and thin...

The paper examines the perceptions of overseas' students of the service quality delivered by 10 educational institutions in Western Australia. Their expectations in relation to service quality are also measured using the SERVQUAL model. Groups of students with distinct expectations are...

The paper discusses how the use of qualitative research can enrich an organisation's understanding of service quality. A Queensland state government organisation currently using SERVQUAL to measure service quality has adopted a combined qualitative and quantitative approach to gain a richer...

Objective The purpose of this paper is to examine the relations between the concepts of service quality, perceived value, satisfaction and intention to pay in the context of theatrical services in the city of Medellín, Colombia. Design/methodology Quantitative research was carried out on a...

Purpose The purpose of this paper is to identify the nature and factors that influence student evaluation of the teaching performance of university teachers by integrating two areas of research: services marketing and higher education. Design/methodology/approach A set of hypotheses were...

Purpose – The purpose of this paper is to investigate the performance of public‐private partnership (PPP) and the ability of private consortia and public authorities to together develop solutions that reduce building energy consumptions. Design/methodology/approach – The paper reviews the...

Purpose – The purpose of this paper is to examine the quality of service of a South East Asian country's military facilities management organisation. Design/methodology/approach – An interview survey and questionnaire survey were used to obtain a description and summary of stakeholders’...

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...