In times of climate change, biodiversity loss, or growing natural resource scarcity, the circular
business model (CBM) concept is increasingly attractive, promoting the reorganization of …

Purpose–The purpose of this paper is to assess developments in the service literature over
the last six years and to lay out some challenges and opportunities for the operations …

Customer perceptions of service quality in luxury hotels in New Delhi, India: an exploratory
study | Emerald Insight Books and journals Case studies Expert Briefings Open Access Publish …

The purpose of this research is to study the impact of the antecedents—brand experience,
service quality, and perceived value on word of mouth (WOM) recommendations by retail …

Abstract The Product-Service System (PSS) is an integrated combination of products and
services. This concept includes a service-based competitive strategy, environmental …

As the Internet retailing market grows at an inceasing rate, those who use the Internet as a
retailing channel have realised that service delivery and service quality are as important for …

This paper seeks to explore empirically the relationships between efficiency, financial
performance and customer service quality among a representative cross‐section of …

Purpose–This paper seeks to apply the SERVQUAL model to identify critical performance
measures in the airline industry, exploring differences between Eastern and Western …

Purpose–This paper coins the construct of Service Orientation (SO) and empirically
develops its measurement in the context of business‐to‐business (B2B) e‐commerce. SO is …

This research aims to understand how self-service technologies (SSTs) can bring about
service excellence for tourists by the moderated mediating effect of satisfaction and tourist …