International Journal of Quality and Service Sciences: Volume 16 Issue 2

Can gamified e-service quality improve customer value co-creation and relationship quality in e-retailing?

Reihaneh Alsadat Tabaeeian, Majid Mohammad Shafiee, Azarnoush Ansari

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.

A cultural theory perspective to service expectations in restaurants and food services

Yingying Liao, Ebrahim Soltani, Fangrong Li, Chih-Wen Ting

Prior research examining cultural effects on customer service expectations has primarily used more generic Western cultural theory on an aggregate scale or with only a single…

Social media influencer marketing: science mapping of the present and future trends

Muhammad Ashraf Fauzi, Zuraina Ali, Zanariah Satari, Puteri Azlian Megat Ramli, Mazen Omer

This study aims to reveal the knowledge structure of social media influencer marketing literature by performing science mapping analysis through a state-of-the-art bibliometric…

A study on driving factors for enhancing financial performance and customer-centricity through digital banking

Puneett Bhatnagr, Anupama Rajesh, Richa Misra

This study aims to develop a customer-centric model based on an online customer experience (OCE) construct relating to e-loyalty, e-trust and e-satisfaction, resulting in improved…

Service quality attributes on customers’ perceived value and behavioral intention of district health centres: a moderating effect of health-care subsidy

Pimtong Tavitiyaman, Tin-Sing Vincent Law, Yuk-Fai Ben Fong, Tommy K.C. Ng

This study aims to explore the influence of health-care service quality on customers’ perceived value, satisfaction, effectiveness and behavioural intention concerning district…

Modelling enablers of business continuity for casual dining restaurants in post-COVID-19 era: an ISM and MICMAC perspective

Santanu Mandal, Ritesh Kumar Dubey, Bhaskar Basu, Raghu Raman

While the COVID-19 pandemic has given many firms the importance of business continuity, restaurants have yet to realize the essential enablers. In this regard, the study explored…

Drivers of service ecosystem: moderating role of organizational culture in North Indian hotels

Hardeep Chahal, Seema Devi

This study aims to explore the drivers (i.e. service innovation, service exchange, customer wellbeing and employee wellbeing) and organizational culture in the service ecosystem…

Brand addiction: Wow! or woe?

Muhammad Junaid, Umair Akram, Khalid Hussain

Pragmatism as a paradigm for quality management research in bridging academic-practitioner gaps

Choon Ling Sim, Teik Aun Wong, Kit Yeng Sin, Vinesh Maran Sivakumaran