There has been a steady growth in e-commerce, especially during the past seven years. Online service retailers (OSRs), as e-commerce retailers, continue to invest heavily in the enhancement of the services provided to their customers. This study aims to identify the quality gaps of OSRs and the...

The growth and expansion of e-commerce warrants more attention. Online service retailers (OSRs), as e-commerce retailers, continue to invest in the improvement of services provided to their online consumers. The success of OSRs depends heavily on their capability to understand any service...

“Voice of the Stakeholder†data collected from Patients and Hospital Administrators showed that both groups believe that “time to see a doctor†is the most critical metric in an Emergency Department (ED). Further research determined that controlling “inpatient bed...

The concepts of goods and services innovation have been discussed extensively in the academic literature. The research has been both selective (dealing with specific attributes such as R&D, process innovation, measurement of innovation, and use of information technology) and specific (dealing...

Purpose – The purpose of this paper is to investigate whether customer‐perceived service quality and expectation of service quality have causal impacts on overall customer satisfaction. Design/methodology/approach – Data on all the variables were elicited from the American Customer...