This paper is about service productivity and perceived service quality. Both a high service productivity and a high customer perceived quality are two main drivers of good performances in service companies and they simultaneously occur as a consequence of a synergy of several drivers such as...

Managers in service industries aim to achieve high efficiency and high quality at the same time to be profitable. This dual emphasis might lead to a trade-off as a focus on efficiency often results in decreasing service quality and vice versa. Even as this trade-off is generally acknowledged,...

The aim of this quantitative study is to undertake empirical research investigating the nature and magnitude of the determinants of re-purchase intentions from the point of view of service performance and post purchase perceptions. A theoretical model linking service quality issues and...

Importance-performance analysis is utilised to compare the perceptions held by bank customers regarding selected service delivery technologies (SDTs) such as automated teller machines (ATMs), telephone banking and internet banking. Bank patrons in the United Kingdom and the United States are...

Importance-performance analysis is utilised to compare the perceptions held by bank customers regarding selected service delivery technologies (SDTs) such as automated teller machines (ATMs), telephone banking and internet banking. Bank patrons in the United Kingdom and the United States are...

This study examines cross-level relationship between implemented high performance work system (HPWS) and employee service related behaviors along with the mediating effects of employees' affective commitment between this relationship. Although, research studies have confirmed the positive...

Understanding the drivers of performance is fundamental to the development of operations strategy and the effective management of operations. Emerging from the service management literature, the service profit chain is a framework which draws together many assumptions about the drivers of...