Table of contents
Benchmarking hotel service quality using two-dimensional importance-performance benchmark vectors (IPBV)
Nigel Hemmington, Peter Beomcheol Kim, Cindie WangImportance-performance analysis (IPA) is an effective tool for firms to prioritise service quality attributes, but has limitations in evaluating and enhancing service quality…
Designing gamified transformative and social marketing services: An investigation of serious m-games
Rory Francis Mulcahy, Rebekah Russell-Bennett, Nadia Zainuddin, Kerri-Ann KuhnThe purpose of this paper is twofold: first, to extend transformative service and social marketing practitioners’ and academics’ understanding of how gamification and serious…
Business customers’ readiness to adopt manufacturer’s new services
Eija Vaittinen, Miia Martinsuo, Roland OrttFor successful servitization, manufacturing firms must understand how their customers adopt new services. The purpose of this paper is to explore customers’ readiness for a…
An exploratory study of online review management in hospitality services
Run Hong Niu, Ying FanMore and more customers refer to online reviews before making any purchasing decisions thanks to the increasing popularity of social media and online shopping. This phenomenon has…
Using data to advance service: managerial issues and theoretical implications from action research
Chiehyeon Lim, Min-Jun Kim, Ki-Hun Kim, Kwang-Jae Kim, Paul P. MaglioThe proliferation of (big) data provides numerous opportunities for service advances in practice, yet research on using data to advance service is at a nascent stage in the…
ISSN:
2055-6225Renamed from:
Managing Service Quality: An International JournalOnline date, start – end:
2015Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditors:
- Dr. Chatura Ranaweera
- Dr. Marianna Sigala