Table of contents
Assessing service quality and customer behavioral responses in hospital outpatient services: A formative measurement approach
Apostolos Giovanis, George Pierrakos, Ioannis Rizomyliotis, Spyridon BiniorisIn contrast to the reflective approach of service quality measurement, this paper aims to propose and validate a parsimonious multidimensional second-order formatively measured…
Integrated approach for evaluation of service quality in multistage sequential utilitarian service process
Sheila Roy, Indrajit MukherjeeIn the context of sequential multistage utilitarian service processes, the purpose of this study is to develop and validate propositions to study the impact of service quality…
The effect of cultural tightness–looseness on fraud perception in insurance services
Haithem Zourrig, Jeongsoo Park, Kamel El Hedhli, Mengxia ZhangThe purpose of this paper is to investigate how cultural tightness may influence consumers’ attitudes toward insurance services and occurrence of insurance fraud.
Factors influencing employer branding: Investigations of student perceptions outside metropolitan regions
Ines Brusch, Michael Brusch, Therese KozlowskiCompanies have to consider people as one of the most important resources. Especially, the combination of demanding work and academic workers requires activities with regard to…
Examining attraction loyalty formation in creative tourism
Dwi Suhartanto, Anthony Brien, Norzuwana Sumarjan, Nono WibisonoThis study aims to examine a creative attraction loyalty model which includes experience quality, satisfaction and motivation and to assess the model’s applicability in terms of…
Quality improvement initiatives based on customer and service provider perspectives in shopping malls
Fatma Pakdil, Feride Bahar KurtulmuşoğluThe purpose of this study is to optimize and improve service delivery configurations by integrating both customers’ and service providers’ perspectives into service delivery…
Customer roles from a self-service system perspective
Maria Åkesson, Bo EdvardssonThis paper aims to develop a theoretical framework of archetypical customer roles in a self-service-based system by applying role theory to understand customers’ resource…
![Cover of International Journal of Quality and Service Sciences](/insight/proxy/containerImg?link=/resource/publication/issue/4f818f773521656cfd4c84a54b527290/urn:emeraldgroup.com:asset:id:binary:ijqss.cover.jpg)
ISSN:
1756-669XOnline date, start – end:
2009Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Riadh Ladhari