Since its launch in 1985, SERVQUAL has become a widely adopted technology for
measuring and managing service quality. Recently, a number of theoretical and operational …

SERVQUAL, a multiple‐item scale for measuring consumer perceptions of service quality,
was introduced in 1988 and revised in 1991 in response to some criticism from researchers …

Increasingly, firms are recognizing the value of establishing close relationships with their
customers as a means of retaining existing customers. Also, firms are realizing that the …

A key question is whether the instruments developed for consumer services can accurately
gauge the service quality perceptions of organisational customers. Reports psychometric …

States that expectations play an important part in service quality. Currently, the most widely
adopted view of service quality results from customers' expectations being met or exceeded …

Purpose–The purpose of this research is to identify key attributes of freight logistics service
quality and to examine how these attributes impact shippers' selection of third‐party logistics …

Service encounter quality is an area of growing interest to researchers and managers alike,
yet little is known about the effects of face-to-face service encounter quality within a business …

Purpose–This paper aims to examine the impact of service encounter quality within a
service evaluation model. The conceptual model seeks to incorporate the following …

Purpose–CAPARO India Ltd., a leading player in the automotive components industry in
India, has multiple logistics providers for export‐import logistics at its five manufacturing …

IN BRIEF In today's Total Quality Management environment, the purchasing function is not
only responsible for securing vital production and facilitating resources for its organization, it …