Operationalization and Measurement of Service Quality in Manufacturing Supply Chains: A Conceptual Framework

Drawing upon the theoretical perspectives from activity competency model and prior tourism literature, this study propose a conceptual framework to explain the impacts of professional competencies on service quality and tourist satisfaction. Empirical data were gathered from a large-scale online survey with experienced GPT tourists to test the proposed hypotheses and research model. The proposed conceptual framework was validated using the partial least squares (PLS) technique. Data gathered from tourists was based on a convenience sample of 345 respondents to test the proposed plausible hypotheses. The conceptual model was validated using the partial least squares (PLS) technique. The empirical results indicate that tour guides’ professional competencies significantly impact on service quality and tourist satisfaction; and tour guides’ service quality positively influences tourist satisfaction.

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Considering business perception in assessing e-service quality in the Jordanian government

Management Science Letters ◽

10.5267/j.msl.2020.12.013 ◽

2021 ◽

pp. 1591-1600

Author(s):

Wesam Alabdallat ◽

Omar Alhawari

Keyword(s):

Service Quality ◽

Conceptual Framework ◽

Security And Privacy ◽

Business Sector ◽

Government Service ◽

Five Dimensions ◽

Government Services ◽

Proposed Model ◽

Business Perspective

Considering the speedy developments of e-services usages, countries are thriving to present better e-government services; particularly, regarding the business sector. Therefore, the matter of evaluating e-government service quality from the business perspective has become an important issue to study. This paper discussed how the business sector perceive the e-services provided by Jordanian government, which is basically derived based on the lack of literature and models addressing such issue. In this regard, this study aims to fill this existed gap. To tackle this problem, a conceptual framework of SERVQUAL questionnaire was developed and proposed. Then, the proposed model was verified and validated. The results of this paper concluded that business perceives different gaps between the actual and anticipated e-services in which the actual recorded less than the anticipated. Additionally, the gaps revealed in the developed SERVQUAL model, which included five dimensions showed, that only one element was found to be statistically insignificant and that is the Security and Privacy. Finally, the proposed model was revised and modified.

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Environmental and positional antecedents of management commitment to service quality: A conceptual framework

Advances in Services Marketing and Management ◽

10.1016/s1067-5671(94)03005-7 ◽

1994 ◽

pp. xviii-xix

Author(s):

Irfan Ahmed ◽

A. Parasuraman

Keyword(s):

Service Quality ◽

Conceptual Framework ◽

Management Commitment

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Effective Surveillance Management during Service Encounters

Advances in Marketing, Customer Relationship Management, and E-Services - Socio-Economic Perspectives on Consumer Engagement and Buying Behavior ◽

10.4018/978-1-5225-2139-6.ch006 ◽

2017 ◽

pp. 118-139

Author(s):

Angelo Bonfanti

Keyword(s):

Service Quality ◽

Conceptual Framework ◽

Customer Service ◽

Service Management ◽

Service Encounters ◽

Surveillance Systems ◽

Future Studies ◽

Starting Point ◽

Management Perspective ◽

Service Oriented

This chapter aims to theoretically examine effective surveillance management (ESM) during service encounters within the servicescape and provide a conceptual framework for the study of this topic in a service management perspective. It analyses antecedents, dimensions and effects of ESM. This study especially proposes as antecedents both improving customer service experience along with meeting customers' need for security and implementing a surveillance service-oriented strategy that includes secure and safe servicescape design, deterrent communication, and trained and motivated security staff. This chapter suggests also that the dimensions of ESM (customer-physical service environment encounters, customer-technological surveillance systems encounters, and customer-security staff encounters) contribute to enhancing service quality, experience quality, and staff productivity. The integration of these dimensions, antecedents, and effects create a theoretically grounded framework that can serve as a starting point for future studies about this topic in the field of service management.

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