Purpose – The purpose of this paper is to assess service quality of outsourced facility maintenance services (FMS) from end‐user perspective. For this purpose, a two‐dimensional model for service quality in a FMS context is presented. Design/methodology/approach – This paper is based on...

Purpose – The purpose of this paper is to evaluate the quality of services provided by local authorities (LA) to the public. An FM‐SERVQUAL instrument was developed to meet an appropriate measurement of such services. Design/methodology/approach – The development of FM‐SERVQUAL based on...

Purpose – The purpose of this paper is to propose a service development process that is adapted to manufacturing companies and to discuss its implications for companies with a traditional focus on product development and product sales. Design/methodology/approach – The paper looks at new...

Purpose – The paper aims to explore how dynamic capabilities of sensing, seizing and reconfiguring shape the way in which service business is developed in a broad range of capital goods industries. Design/methodology/approach – The paper takes an interpretative multiple‐case study...

Purpose – The purpose of this paper is to investigate customers' intentions to purchase mobile communications services and how these intentions are affected by the customers' price perceptions in two customer segments – a mobile segment and a combined segment. A further aim was to gain...

Purpose – The purpose of this paper is to provide a framework to help the manufacturer and the giant retailer to obtain optimal service level, pricing strategy, and market structure in order to maximize their respective profits. Design/methodology/approach – A profit‐maximization model is...

Purpose – The purpose of this research paper is to investigate the role of price and price expectations in service quality evaluations based on a study of the US hotel sector. Design/methodology/approach – The paper is based on an experimental study to test service quality and price...

Purpose – This paper aims to explore the implications of service dominant logic (SDL) on the marketing/entrepreneurship interface. Design/methodology/approach – This paper integrates research from co‐creation and service dominant logic with entrepreneurship to explore the value of SDL for...

Purpose – The purpose of this research is to assess an expectations‐based approach to service evaluation by small and medium sized companies (SMEs) of government advice services. These are often criticised for providing what politicians think SMEs need rather than what SMEs want. Little...

The primary objectives of this study are to determine if consumer expectations and perceptions of airline service quality vary by nationality. The study also examines whether the relative importance attributed to service quality dimensions in domestic settings can be replicated internationally....