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Can gamified e-service quality improve customer value co-creation and relationship quality in e-retailing? International Journal of Quality and Service Sciences Pub Date : 2024-03-18 Reihaneh Alsadat Tabaeeian, Majid Mohammad Shafiee, Azarnoush Ansari
Purpose This paper aims to investigate the effect of gamified e-service quality (GE-SQ) on customer value co-creation, relationship quality and purchase intention in e-retailing. Design/methodology/approach A questionnaire was used to collect data from a sample of 549 e-retailing customers who participated in a gamified online service process. A structural equation modeling approach was adopted to
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Organizational learning, quality and safety culture in patient care: comparing Colombia and the Kingdom of Saudi Arabia International Journal of Quality and Service Sciences Pub Date : 2024-02-19 Ricardo Santa, Diego Morante, Thomas Tegethoff, Luis Berggrun
Purpose The purpose of this study is to determine the interactions between factors such as organizational learning, feedback about errors, punitive response to errors and communication quality in hospitals in the Kingdom of Saudi Arabia and Colombia when adopting a culture of quality and safety (CQS) in patient care. Design/methodology/approach Based on a literature review, a self-administered questionnaire
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The impact of feedback on consumer’s emotional state in post purchase context: exploring moderating factors International Journal of Quality and Service Sciences Pub Date : 2024-02-16 Nadia Sfar
Purpose Emphasizing the increasing need for social presence in interpersonal interactions and the irreplaceable aspects of face-to-face communications, this study aims to explore the emotional impact of interpersonal influence on consumers after purchase. As individuals respond differently to others’ feedback (positive and negative/verbal and nonverbal), the author investigates potential moderating
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Supply chain partnership and sustainable performance: does TQM mediate the relationship? International Journal of Quality and Service Sciences Pub Date : 2024-02-14 Mohammad A.K. Alsmairat, Noor Al-Ma’aitah, Tahani Al-hwameil, Hamzah Elrehail
Purpose The purpose of this study is to assess the effect of supply chain (SC) partnerships on sustainable performance (SP) and investigate the potential mediating role of total quality management (TQM). Design/methodology/approach A total of 185 responses were collected from pharmaceutical industry employees. The research data were analyzed using the partial least squares structural equation modeling
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E-grocery service loyalty: integrating food quality, e-grocery quality and relationship quality (young customers’ experience with local food) International Journal of Quality and Service Sciences Pub Date : 2024-02-07 Dwi Suhartanto, David Dean, Iklima Farhani
Purpose This study aims to evaluate the loyalty formation model on e-grocery service incorporating food quality, e-grocery quality and relationship quality as determinants of loyalty. Design/methodology/approach The quantitative approach was used by using 353 data from young Indonesian customers with purchasing experience of local food through e-grocery service. The hypothesized relationships between
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An interdisciplinary study of quality management and human resource management using quality of work–life factors International Journal of Quality and Service Sciences Pub Date : 2023-12-19 Pantri Heriyati, Nathanya Chitta, Sekar Prasetyaningtyas, Prita Prasetya, Neeraj Yadav
Purpose Interrelationships among some common factors of human resource (HR) management and quality management are still unexplored. Changes in work patterns due to the Covid-19 pandemic have aroused interest in some of these factors, such as working-hours, work pressure, work–life balance practices, job satisfaction. The purpose of this study is to explore the interrelationships among such factors
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Determinants of customer-perceived service quality in higher education: the roles of job satisfaction and organizational commitment International Journal of Quality and Service Sciences Pub Date : 2023-12-11 Abd Al-Aziz Hamed Al-Refaei, Hairuddin Mohd Ali, Abdulmajid Mohammed Aldaba, Abdul Rahim Zumrah
Purpose This study aims to examine the constructs of job satisfaction and organizational commitment (OC) as the determinants of customer-perceived service quality in higher education context. It also explores the role of OC in mediating the dynamics of the relationship. Design/methodology/approach It applied the cross-sectional, ex post facto survey method to acquire data from 1,776 respondents at
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Assessing subjective career success: the role of career commitment, career resilience and self-efficacy: a evidence from hospitality industry International Journal of Quality and Service Sciences Pub Date : 2023-12-11 Bhawna, Sanjeev Kumar Sharma, Umair Akram
Purpose This study aims to examine how career commitment (CC) affects hospitality employees perceived subjective career success (SCS) using a serial mediation system that uses career resilience (CR) behaviour and self-efficacy (SE) as serial mediators. Design/methodology/approach To examine the proposed relationships, a comprehensive theoretical serial mediation model was constructed. The proposed
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Does integrated store service quality turn omnichannel shoppers into price-insensitive, cross-category purchasers, and loyal webroomers? Moderating role of perceived relationship investment and alternative retailer attractiveness International Journal of Quality and Service Sciences Pub Date : 2023-10-20 Thamaraiselvan Natarajan, Deepak Ramanan Veera Raghavan
Purpose Building on stimulus organism response theory, this study aims to examine the influence of Integrated store service quality (ISSQ) on omnichannel shoppers’ attachment to the integrated store with the mediating role of omnichannel customer engagement (CE) dimensions (absorptive attention, enthusiastic participation and social connection). This research demonstrates the effect of customers’ attachment
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Effects of perceived values on affective and conative attitudes in cashierless store services International Journal of Quality and Service Sciences Pub Date : 2023-10-13 Jookyung Kwon, Jiseon Ahn
Purpose Despite the growing number of cashierless stores, few studies have examined the factors that influence the success of such stores. This paper aims to identify the influence of store attributes in customers’ affective attitudes regarding cashierless stores and to understand how customers’ need for interaction and risk reduction affect the relationship between customer experiences and evaluation
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The relationship between service quality of banking kiosk and customer satisfaction: the moderating role of technology readiness International Journal of Quality and Service Sciences Pub Date : 2023-10-09 Hong Quan Nguyen, Quynh Huong Nguyen, Phuong Thao Tran, Ngoc Linh Trinh, Quynh Trang Nguyen
Purpose The aim of this empirical study is to investigate an integrated model that captures the way service quality of banking kiosks (BK-SQ) exerts its impacts on customer perceived value and customer satisfaction and the moderating mechanism of technology readiness (TR) in the quality–satisfaction relationship in the banking sector in Vietnam. Design/methodology/approach An offline survey was conducted
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Dimensions and outcomes of electronic service quality in the GCC countries International Journal of Quality and Service Sciences Pub Date : 2023-10-03 Marsela Thanasi-Boçe, Atik Kulakli
Purpose The rapid growth of e-commerce and the increasing importance of online services have prompted the need for managers to understand what consumers value most in online transactions and how to measure electronic service quality (E-SQ). This study aims to conduct a comprehensive review of relevant research publications in the Gulf Cooperation Council countries and propose an agenda for future research
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Developing a benchmarking model for subjective well-being: a combined approach using structural equation modeling and fuzzy AHP International Journal of Quality and Service Sciences Pub Date : 2023-09-13 Arun Aggarwal, Vinay Kukreja, Kamrunnisha Nobi
Purpose The purpose of this study is not only to develop an integrated model of subjective well-being (SWB) by using confirmatory factor analysis (CFA) and structural equation modeling (SEM) but also to prioritize the subfactors of personality and SWB that affect the contextual performance (CP) of an employee by using a fuzzy-analytical hierarchy process (FAHP), which has not been done in the past
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The service sector in the classical world: focus on entertainment and well-being International Journal of Quality and Service Sciences Pub Date : 2023-08-03 Jan Bröchner
Purpose Predicting effects of artificial intelligence on service occupations can be supported by a long historical perspective. Historical databases and archaeology help reconstructing the service sector in ancient societies. Here, the purpose of this paper is to analyse occupational specialization within services in cities of ancient Greece and the Roman Empire, as well as how the service sector is
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Improving service quality through customer feedback – the case of NPS in IBM’s training services International Journal of Quality and Service Sciences Pub Date : 2023-07-17 Alexander Ziegler, Thomas Peisl, Robert Raeside
Purpose The paper extends the discussion on the merit of using a net promoter score (NPS) to enhance the service design of organisations and to facilitate quality monitoring and improvement. NPS is a basic measure to assess the likelihood of a customer recommending an organisation to somebody else. This paper aims to show that this metric can be effective in monitoring and improving the quality of
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Stimulating HRM practices through innovative culture: an empirical study on the UAE’s government agencies International Journal of Quality and Service Sciences Pub Date : 2023-06-30 Mohammed Alosani, Hassan Al-Dhaafri
Purpose There is an assumption that innovative culture is considered to contribute to improving human resource management (HRM) practices. However, very little is known about this topic as well as innovations within the context of the government sector. Based on that, this study aims to investigate, theoretically and empirically, the impact of innovative culture on HRM practices with the moderating
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Mapping the concept of online purchase experience: a review and bibliometric analysis International Journal of Quality and Service Sciences Pub Date : 2023-06-02 Mohammad Anas, Mohammed Naved Khan, S.M. Fatah Uddin
Purpose Modern businesses strategically focus on improving the online purchase experience (OPE) of customers to acquire a long-term competitive edge. However, the intellectual knowledge structure of OPE research remains uncharted, necessitating further investigation. This study aims to provide a concise synthesis of the evolution, trends and advancements of consumers’ OPE research using bibliometrics
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Readiness for agile-sustainability in health-care organizations International Journal of Quality and Service Sciences Pub Date : 2023-05-15 Albi Thomas, M. Suresh
Purpose This study aims to identify the agile-sustainability readiness factors and analyze them in the context of health-care organization. In this study, agile-sustainability refers to “adapt to the changing environment and respond quickly by maximum using the resources as well as supporting the three pillars of sustainability”. Design/methodology/approach The “total interpretive structural modelling”
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Development of a student-centred manual using appreciative inquiry International Journal of Quality and Service Sciences Pub Date : 2023-04-25 Olusanjo Fadiya
Purpose Unlike common evaluation procedures where students are only used to gather information without being involved in the utilisation of the information, the procedure applied in this study involved students in the process of implementing the gathered information in the improvement of learning and the development of a student-centred learning resource. This study aims to improve learning by involving
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Assessing and improving co-creation in services: the customer-centric matrix International Journal of Quality and Service Sciences Pub Date : 2023-03-07 Arbia Chatmi, Karim Elasri, Frédéric Ponsignon
Purpose The strategy of co-creation with customers is a fast-growing topic within the academic community, which companies are trying to master. This study aims to elucidate the range of possible co-creation strategies and identify how service firms can assess and improve co-creation to reap the most benefits. Design/methodology/approach This study examines 13 companies from five service industries
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Interplay between perceived value, trust and continuance intention: evidence in the sharing economy International Journal of Quality and Service Sciences Pub Date : 2023-02-28 John Tumaku, Jianxin Ren, Kwabena Gyasi Boakye, Kwame Simpe Ofori, Aidatu Abubakari
Purpose Over the past decade, research into sharing economy platforms has gained prominence. The purpose of this study is to investigate the role of perceived value (both hedonic and utilitarian) in attracting consumer engagement in the sharing economy, as well as its link with trust. Design/methodology/approach This study used a survey method to empirically tested the proposed model using the partial
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The relationship between students’ psychological capital, social-contextual factors and study-related outcomes – an empirical study from higher education in Norway International Journal of Quality and Service Sciences Pub Date : 2023-01-03 Terje Slåtten, Gudbrand Lien, Victoria Helen Batt-Rawden, Solveig Beyza Narli Evenstad, Terje Onshus
Purpose This study aims to examine the relationships between students’ psychological capital (PsyCap), social-contextual factors and study-related outcomes. Social-contextual factors are represented by two education-related variables: academic support and peer support. Three study-related outcome variables are included, namely, study engagement, academic performance and student well-being. Design/
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Quality perception of accounting firm customers International Journal of Quality and Service Sciences Pub Date : 2022-09-09 Emerson Wagner Mainardes, Gerlane da Silva Sousa
Purpose This study aims to verify the dimensions of perceived quality of services which influence the satisfaction of accounting firm clients and verifies whether customer satisfaction influences loyalty and word-of-mouth recommendations. Design/methodology/approach A model is proposed and tested using a survey of 292 accounting firm clients; structural equation modeling and partial least squares are
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How perceived utilitarian and hedonic value influence online impulse shopping in India? Moderating role of perceived trust and perceived risk International Journal of Quality and Service Sciences Pub Date : 2022-07-15 Rambabu Lavuri, Abhinav Jindal, Umair Akram
Purpose The study aims to explore the impact of perceived utilitarian and hedonic value (PHV) on shopper attitude and impulsive online purchasing using the technology acceptance model’s moderating role of perceived trust and risk. Design/methodology/approach Convenience sampling was used to collect primary data from 408 Indian online shoppers, and structural equation modeling was used to analyze the
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TQM model based on Deming prize for schools International Journal of Quality and Service Sciences Pub Date : 2022-07-18 Nursuhana Alauddin, Shu Yamada
Purpose This paper aims to develop a total quality management (TQM) model based on the Deming prize criteria extracted from the Deming Prize. The proposed model is aligned with the school education context and deployed with the goal of achieving school excellence. Design/methodology/approach The model is developed based on a literature review in which key concepts for formulating the criteria and sub-criteria
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What influences the behavior intention of movie theater customers? Comparing linear and nonlinear points of view International Journal of Quality and Service Sciences Pub Date : 2022-07-14 Gerson Tontini, Vânia Montibeler Krause, Luiz Fernando da Silva, Fabiana Rúbia Vieira, Thiago Santos, Josmar Andrade
Purpose This paper aims to identify the influence of dimensions of movie theater service on customer behavior intention, comparing linear and nonlinear methods. Design/methodology/approach With a sample of 345 cinema customers, the analysis compares penalty–reward contrast analysis (PRCA) and multiple linear regression analysis (MLR). Findings This research demonstrates that PRCA brings a better identification
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After-sales service shaping assortment satisfaction and online repatronage intention in the backdrop of social influence International Journal of Quality and Service Sciences Pub Date : 2022-05-31 Pranay Verma
Purpose This paper aims to analyze online repatronage intention (ORI) in the context of after-sales service (ASS) and assortment satisfaction (AS) for professional services. This study also aims to study the influence of ASS upon AS. Additionally, the role of social influence (SI) in influencing these two and other dependent variables is examined. Finally, the effect of moderation on these hypothesized
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Exploring factors influencing service trade-offs in the higher education sector: evidence from Malaysia International Journal of Quality and Service Sciences Pub Date : 2022-05-27 Saravanan Raman, Norazah Mohd Suki, Lee Heng Wei, Subhaseni Chinniah
Purpose Trade-offs are unavoidable in a competitive and difficult economic environment, causing a challenge for those wanting to provide consistently high-quality service across all touchpoints in the service delivery ecosystem, included in which is the higher education (HE) sector. This study aims to explore the key factors influencing service trade-offs related to the efforts of academics in Malaysia’s
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Effect of organizational justice and support on organizational commitment and employee turnover intentions: the mediating role of employee engagement International Journal of Quality and Service Sciences Pub Date : 2022-05-12 Arun Aggarwal, Dinesh Jaisinghani, Kamrunnisha Nobi
Purpose The purpose of this study is to develop and test a model on antecedents and consequences of employee engagement in the context of information technology (IT) employees. Design/methodology/approach In this descriptive research, the data were collected from 432 employees working in IT companies operating in India. The authors performed structural equation modeling to test the proposed relationships
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Consumer behavioral intention to use restaurant, concert and education services online during and after the COVID-19 pandemic: evidence from Brazil International Journal of Quality and Service Sciences Pub Date : 2022-05-04 Jorge H.O. Silva, Camila Favoretto, Igor Roberto Amancio, Gilberto M.D. Ganga, Fabiane L. Lizarelli, Glauco H.S. Mendes
Purpose This study aims to examine the determinants of consumer behavioral intention to use the restaurant, concert and education services online during and after the COVID-19 pandemic. Design/methodology/approach A conceptual model based on the Unified Theory of Acceptance and Use of Technology (UTAUT) was tested via structural equation modeling by using data collected from a sample of 420 Brazilian
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Corporate image as an enabler of customer retention International Journal of Quality and Service Sciences Pub Date : 2022-04-15 Vai Shiem Leong, Diyana Maslina Hj Ahady, Nazlida Muhamad
Purpose This study aims to examine the extent of corporate image of mobile telecommunication company on service quality and price fairness, which subsequently play important roles in influencing customer satisfaction and loyalty. Design/methodology/approach A questionnaire was administered to subscribers of mobile service providers in Brunei. The proposed research model was tested using structural
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Quality, resilience, sustainability and excellence: understanding LEGO’s journey towards organisational excellence International Journal of Quality and Service Sciences Pub Date : 2022-04-12 Jens Jörn Dahlgaard, Loukas N. Anninos
Purpose This study aims to reflect on quality, sustainability and resilience as emerging organisational priorities within total quality management (TQM) and organisational excellence. Design/methodology/approach The paper uses a conceptual approach based on reflection and theoretical studies on the philosophical foundations of quality, excellence, resilience and sustainability as cornerstones for organisational
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Customer incivil behavior and employee retaliation International Journal of Quality and Service Sciences Pub Date : 2022-03-28 Arpita Agnihotri, Saurabh Bhattacharya
Purpose The purpose of this study is to examine a moderated mediation relationship between customer incivility and employee retaliation. Design/methodology/approach This study tested the hypotheses using data from 459 hospitality industry employee responses. Data was collected by using Amazon’s MTurk. Findings The study results suggest that employee anger mediates the customer incivility and employee
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Resilience of Brazilian health-care professionals during the pandemic International Journal of Quality and Service Sciences Pub Date : 2022-02-11 Claudia Araujo, Marina Siqueira, Liliana Amaral
Purpose Health-care professionals are caring for patients in unprecedented circumstances during the COVID-19 pandemic, dealing with scarce resources, higher demand and uncertain outcomes. In this context, the purpose of this study is to explore the views of health-care professionals regarding their work conditions and perceived impacts of the pandemic on their health, as well as the role of resilience
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Crisis behaviors as drivers of value co-creation transformation International Journal of Quality and Service Sciences Pub Date : 2021-12-30 Bo Edvardsson, Bård Tronvoll
Purpose The paper aims to conceptualize how behavioral shifts in times of crisis drive the transformation of value co-creation. Design/methodology/approach Referencing two empirical contexts, the paper explores how digital service platforms facilitate changes in actors’ mental models and institutional arrangements (legal, social, technological) that drive transformation of value co-creation in service
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Barriers to bank customers’ intention to fully adopt digital payment methods International Journal of Quality and Service Sciences Pub Date : 2021-12-20 Irina Dimitrova, Peter Öhman, Darush Yazdanfar
Purpose The purpose of this study is to empirically investigate the relationship between a set of functional and social–psychological barriers and bank customers’ intention to fully adopt digital payment methods (DPMs). Design/methodology/approach The data were collected via an online questionnaire sent to two samples of Swedish bank customers, namely, adopters-accepters (i.e. young bank customers)
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Deming’s tampering revisited: definition and future research agenda International Journal of Quality and Service Sciences Pub Date : 2021-12-15 Magdalena Smeds
Purpose How do organisations know which problems are worthy of their attention? Despite good intentions, many attempts to solve problems fail. One reason for this failure might be because of attempts to solve non-problems or to solve problems with insufficient means, a concept proposed by Deming as tampering. The purpose of this paper is to suggest a definition of tampering, outline what is currently
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Marketing platform products for successful customer outcomes: an empirical investigation of project process integration International Journal of Quality and Service Sciences Pub Date : 2022-02-09 Paul C. Hong, Young Soo Park, Xiyue Deng, David W. Hwang
Purpose Cross-functional teams engage in developing platform projects which become the basis of many smaller projects. The purpose of this paper is to examine how project teams engage in front-end plan formulation and backend work implementation. This paper shows the critical linkage role of platform product practices. Design/methodology/approach This study examines the conceptual framework and research
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Customer experience in digital banking: a review and future research directions International Journal of Quality and Service Sciences Pub Date : 2022-02-04 Shilpa Chauhan, Asif Akhtar, Ashish Gupta
Purpose This study aims to demonstrate digital banking’s influence on customers’ evaluation of service experience and develop a framework identifying the most significant variables of digital banking that influence the financial performance of banks. Design/methodology/approach This structured review of literature, guided with the preferred reporting items for systematic reviews and meta-analyses framework
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Designing a quality scorecard (QSC) for system integration in the era of Industry 4.0 International Journal of Quality and Service Sciences Pub Date : 2022-01-31 Hye Young Roh, Shujaat Ali, Hojun Song, Wan Seon Shin
Purpose This study aims to investigate the criteria to measure and manage a software project’s quality indicator elements needed to implement system integration in the Industry 4.0 era. Design/methodology/approach The standard software process model SPICE: a crucial part of the system integration software development process, is analyzed to explore how the factors of the SPICE model rate qualitatively
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The evolution of quality: from inspection to quality 4.0 International Journal of Quality and Service Sciences Pub Date : 2022-01-28 Evandro Eduardo Broday
Purpose Quality has undergone several transformations over the past decades. From the inspection to total quality management (TQM), some tools have been created to improve the performance of industrial processes and services, such as control charts and Pareto’s diagram. Now, the fourth industrial revolution (4th IR), Industry 4.0, has become part of the routine of organizations and people. The purpose
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Failure factors in healthcare quality improvement programmes: reviewing two decades of the scientific field International Journal of Quality and Service Sciences Pub Date : 2022-01-20 Noe Vaz, Claudia Araujo
Purpose Quality improvement is imperative for healthcare organisations. Despite the importance of the topic, many efforts have been wasted on failed improvement programs. Various studies have tried to identify the failure factors in improvement programs, but the divergences in the results hamper this research field’s evolution. This study reviews scientific activity from 2000 to 2019 on failure factors
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Examining the impact of E-supply chain on service quality and customer satisfaction: a case study International Journal of Quality and Service Sciences Pub Date : 2022-01-07 Maryam Abdirad, Krishna Krishnan
Purpose The purposes of this study are to introduce the concept of service quality (SQ) in E-Supply chain management (E-SCM) and its impact on increasing customer satisfaction (CS) and provide insightful enhancements to the literature. In addition, the paper also examines the influence of SQ of E-SCM on CS in online shopping. Design/methodology/approach After a comprehensive literature review, four
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Exploring perceived innovation in building customers’ patronizing behavior in the food delivery service context International Journal of Quality and Service Sciences Pub Date : 2021-12-20 Jiseon Ahn
Purpose In the food delivery industry, mobile applications have become an important platform for providing services and interacting with customers. Thus, this study aims to examine whether customers’ perceived innovation changes their patronizing behavior intention toward the brand’s application. Design/methodology/approach Using data from food delivery customers in the USA, this study identifies the
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Customer reciprocity in greening: the role of service quality International Journal of Quality and Service Sciences Pub Date : 2021-12-14 Debarati Basu, Kamalika Chakraborty, Shabana Mitra, Nishant Kumar Verma
Purpose Firms are increasingly making customers key stakeholders in their greening processes, requiring them to voluntarily use their resources to benefit the firm. In this context, this paper develops a new construct – tangible customer citizenship behaviour (CCB), i.e. voluntary participation of customer in operational processes of the company beyond normal requirements of exchange. This requires
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Which leadership roles modify employee perceptions of CSR activities? Job satisfaction implications in the case of the tourism industry International Journal of Quality and Service Sciences Pub Date : 2021-10-11 Panagiotis Trivellas, Paraskevi Dekoulou, Panagiotis Polychroniou, Vassileios Tokakis
Purpose This paper aims to examine the influence of leadership roles on the corporate social responsibility (CSR) activities as perceived by employees, as well as their impact on job satisfaction. Design/methodology/approach Drawing upon a sample of 245 employees in the tourism industry, a structured questionnaire was developed to measure leadership roles and CSR activities as perceived by employees
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Frontline nurses’ appraisal of organizational attractiveness and the role of management support, interdepartmental collaboration climate and service quality of care International Journal of Quality and Service Sciences Pub Date : 2021-11-23 Terje Slåtten, Gudbrand Lien
Purpose This paper aims to examine the factors related to organizational attractiveness (OA), a concept originating in the strategy of employer branding. Previous research on OA has predominantly adopted the perspective of external applicants. In contrast, the present study takes the perspective of internal and current employees, extending further the scope of studies on OA. Design/methodology/approach
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Knowledge has no value until it is shared: an empowering leadership perceptive International Journal of Quality and Service Sciences Pub Date : 2021-11-01 Misbah Hayat Bhatti, Umair Akram, Muhammad Hasnat Bhatti, Tabassum Riaz, Nausheen Syed
Purpose The effect of empowering leadership on knowledge sharing is well defined, but factors that stimulate employees for knowledge sharing are still limited. Therefore, this study aims to address to what extent empowering leadership is desirable to create a trustful and fair environment that is conducive for an employee’s knowledge sharing. Design/methodology/approach Through integration of social
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Collaborating in a health-care process: partner, not customer International Journal of Quality and Service Sciences Pub Date : 2021-10-27 Margareta Karlsson
Purpose The internal customer concept is used with different definitions and purposes in research and in practice – an ambiguity with implications for both scholars and practitioners. The purpose of this study is, therefore, to explore the representation of the internal customer concept in quality management literature and reflect on how the user may affect collaboration in health-care processes, in
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Service recovery in unaffected consumers: evidence of a recovery paradox International Journal of Quality and Service Sciences Pub Date : 2021-10-25 Marcus Wardley
Purpose This paper aims to examine the effects of a general service recovery effort in consumers who were not victims of the service failure. Design/methodology/approach This study uses a 2 × 2 between-subjects design comparing a service failure announcement with apology and an anniversary event announcement, either with a 15% discount or no discount on purchase intentions. Findings A service recovery
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The role of switching cost in the e-service recovery framework among banking customers International Journal of Quality and Service Sciences Pub Date : 2021-10-14 Ajay Jose, Sonia Mathew, Rejikumar G., Dony Peter Chacko, Ajith K. Thomas
Purpose The emergence of tech-driven initiatives in retail banking has created a vast spectrum of system-related service failures; hence, e-service recovery quality is of prime importance to banks to ensure e-service recovery satisfaction. However, e-service satisfaction is dependent on the ease of moving from one service provider to the other; thus, switching costs assume great significance. This
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Rewards and employee creativity among rural healthcare employees: the mediating role of organizational support for innovation and the moderating impact of supervisory support International Journal of Quality and Service Sciences Pub Date : 2021-09-23 Samuel T. Opoku, Bettye A. Apenteng, Kwabena G. Boakye
Purpose This paper aims to explore the mediating effect of organizational support for innovation and moderating impact of supervisory support on how rewards shape employee creativity among rural healthcare employees, a group with few resources and considerable expectations. Design/methodology/approach Using a regression-based moderated path analysis, the authors tested the hypotheses with healthcare
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Servitization in the creative and cultural industries International Journal of Quality and Service Sciences Pub Date : 2021-09-20 Jon Sundbo, Luis Rubalcaba, Faïz Gallouj
Purpose This paper aims to develop a conceptual framework for understanding the role of servitization in the creative and cultural industries (CCI). Design/methodology/approach A conceptual model is proposed based on five elements: servitization drivers (digitalization in particular), agents, modes (based on the standardization/customization dynamics), servitization mechanisms (the authors provide
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Modeling spiritual intelligence on quality of work life of college teachers: a mediating role of psychological capital International Journal of Quality and Service Sciences Pub Date : 2021-08-19 Himanshu Singla, Minakshi Duggal Mehta, Pooja Mehta
Purpose This paper aims to investigate the effect of spiritual intelligence on the quality of work life (QWL) of college teachers. Besides this, the mediating impact of psychological capital on improving their QWL and moderating effect of gender has also been examined in the study. Design/methodology/approach Variance-based structural equation modelling is used for testing the proposed structural model
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Students’ perception and satisfaction of services provided by public and private higher education institutes: a case study in Albania International Journal of Quality and Service Sciences Pub Date : 2021-08-04 Drita Kruja, Huong Ha, Elvira Tabaku
Purpose There have been many research studies on students’ satisfaction of services in universities in developed countries. However, students’ expectation and satisfaction of public and private higher education institutions (HEIs) with regard to service quality in Eastern Europe have been under-researched. Therefore, this study aims to offer an empirical examination of student satisfaction of the service
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Increasing the value of quality management systems International Journal of Quality and Service Sciences Pub Date : 2021-07-27 Ida Gremyr, Jan Lenning, Mattias Elg, Jason Martin
Purpose Over one million organisations have a quality management system (QMS) certified to the ISO 9001 standard; however, the system requires a lot of resources and its value has been questioned. This critique also leads to a questioning of the strategic relevance of quality management. The purpose of this paper is to explore how different types of uses of QMS correlate with management perceptions
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Patient hospital experience and satisfaction on social media International Journal of Quality and Service Sciences Pub Date : 2021-07-08 Subhajit Chakraborty, E. Mitchell Church
Purpose The purpose of this paper is to show the value of open-ended narrative patient reviews on social media for elucidating aspects of hospital patient satisfaction. Design/methodology/approach Mixed methods analyses using qualitative (manual content analyses using grounded theory and algorithmic analyses using the Natural Language Toolkit) followed by quantitative analyses (negative binomial regression)
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The effects of cruise attributes on impulse buying behavior: the mediating role of impulsive buying tendency International Journal of Quality and Service Sciences Pub Date : 2021-08-17 Jookyung Kwon, Jiseon Ahn
Purpose This study aims to examine the effects of cruise attributes on impulse buying of service customers through impulsive buying tendency. Specifically, this study investigates whether service attributes (variety of selection and price) influence the impulsive buying behavior of customers by stimulating their impulsive buying tendency. Design/methodology/approach Partial least squares-structural
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The emotional influence on satisfaction and complaint behavior in hedonic and utilitarian services International Journal of Quality and Service Sciences Pub Date : 2021-08-17 Cristina Calvo-Porral, Luis-Miguel Otero-Prada
Purpose Greater attention should be paid to the emotional aspects of the service experience. In this context, this paper aims to propose that emotions will have a different impact on customers’ complaint behavior and satisfaction depending on the hedonic or utilitarian nature of the service and for this purpose a valence-based approach is followed. Design/methodology/approach A sample of 809 service
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The synergetic effect of after sales service, customer satisfaction, loyalty and repurchase intention on word of mouth International Journal of Quality and Service Sciences Pub Date : 2021-08-20 Mohd Nasir, Mohd Adil, Aruna Dhamija
Purpose Under a dynamic business environment that is seen today, organizations need to adopt the right blend of strategies to attract, retain and maintain customers. Extant marketing literature has shed light on some key roles that after-sale service and the larger customer support system could play in attaining the same. Specifically, this paper aims to attempt to model the linkages between after-sales