International Journal of Quality and Service Sciences 

About: International Journal of Quality and Service Sciences is an academic journal published by Emerald Publishing Limited. The journal publishes majorly in the area(s): Service (business) & Service quality. It has an ISSN identifier of 1756-669X. Over the lifetime, 410 publications have been published receiving 9087 citations. The journal is also known as: Quality and service sciences & IJQSS.

A review of twenty years of SERVQUAL research

Abstract: Purpose – This paper reviews 20 years (1988‐2008) of research on the SERVQUAL scale for measuring service quality.Design/methodology/approach – A range of studies that have applied the SERVQUAL scale in this 20‐year period are examined in a non‐exhaustive review of the literature. These studies are selected from well‐known databases – such as “ABI/Inform”, “ScienceDirect”, and “EBSCOhost”.Findings – The paper identifies and summarizes numerous theoretical and empirical criticisms of the SERVQUAL scale. Despite these criticisms, the paper concludes that SERVQUAL remains a useful instrument for service‐quality research.Originality/value – The paper provides a useful source of information on SERVQUAL and its applications. In particular, the paper summarizes a selection of 30 applications of SERVQUAL.

Business model design: conceptualizing networked value co-creation

Abstract: Purpose – A common thread in the modern marketing theories, such as service‐dominant logic and viable systems approach, is the notion value co‐creation: the locus of value creation is no longer perceived to reside within firm boundaries but value is considered to be co‐created among various actors within the networked market. The evolution of value creation, from value creation by the manufacturing firm to value co‐creation in a network, necessitates a corresponding change in the concepts used to depict value creation. The purpose of this paper is to investigate business models as a broader conceptualization of value co‐creation that captures this change.Design/methodology/approach – The topic is approached by a combination of literature review and interactive research, including interactions with managers from 12 international companies.Findings – Business models are defined as configurations of 12 interrelated elements, covering market, offering, operational, and management viewpoints. The effectiveness...

The impact of service quality, customer engagement and selected marketing constructs on airline passenger loyalty

Abstract: Purpose This study aims to empirically analyse the determinants of airline passenger loyalty in the high-frills Indonesian airline industry. The interrelationships among passenger loyalty, customer engagement, customer satisfaction, brand image, perceived value and service quality are identified and discussed. Design/methodology/approach The perceptions of 250 Indonesian airline passengers were used to examine the interrelationships among the constructs. The data set was analysed using confirmatory factor analysis and structural equation modelling. Findings The empirical results demonstrate that customer engagement has the most influential effect on passenger loyalty, followed by customer satisfaction. Customer satisfaction has the largest total effect on customer engagement. Service quality, perceived value and customer satisfaction also indirectly affect customer loyalty through mediation. Originality/value The integration of the customer engagement construct with the other important marketing constructs comprehensively explains the role of customer engagement on customer loyalty. The effects of the important marketing constructs on customer loyalty are not only explained in the direct relationships but also in indirect relationships through mediation.

Towards a unified customer experience in online shopping environments

Abstract: Purpose – New developments in e-commerce and m-commerce technologies along with the wide adoption of mobile devices and social media have enabled companies to enhance customers’ shopping experiences and their interaction with brands anytime, anywhere. The purpose of this paper is to develop a theoretical model for a unified online customer experience by drawing from related literature on consumer behavior in the online contexts. Design/methodology/approach – By synthesizing extant consumer behavior and e-commerce literature, this paper seeks further understanding of online customer experience and offers strategies for e-commerce marketers and Web site designers. Findings – The findings of this paper indicate that easiness to locate the Web site/app, ease of use, perceived usefulness, hedonic and utilitarian features, perceived enjoyment, personalization, social interactions and multi-device compatibility are the antecedents of the unified online customer experience. Brand engagement, positive word of mout...

Transitioning from service management to service‐dominant logic: Observations and recommendations

Abstract: Purpose – The purpose of this paper is to reflect on actions and obstacles in the conceptual transition from mainstream service management (1970‐2000s) to a new approach synthesized in service‐dominant (S‐D) logic (2000s).Design/methodology/approach – The paper takes the form of a review of approaches to service in the literature, education, and practice in management disciplines and economics.Findings – S‐D logic has triggered considerable interest in the global academic community. Its ten foundational premises (FPs) hold that service(s) and the roles of suppliers/customers be reconceptualized on a higher level of relevance and generalization. The new logic is not final but – to use its own terminology – is a value proposition that opens up for co‐created theory improvements.Research limitations/implications – To transition from a goods/services divide to a goods/service union, the platform for future service research requires the superordination of mainstream service management by a new language and lex...