nowadays, the awareness of service firms’ managers about the crucial role of customers in the success or failure of their business has increased. this has led them to this fact that the best strategy for surviving in the marketplace is encouraging customers’ prosocial behaviors in service delivery process. reasonably, one of the best strategies to encourage customers toward these behaviors is s...

Customers have different emotions towards service industries of different natures, leading to inconsistent service quality characteristic items and levels of demands. Different emotions would affect customer perceptions of the customization degree of a hospital (the emotion is relatively sad) and a theme park (the emotion is relatively joyful); while different service quality characteristic-rel...

Knowledge about e-governmental service delivery towards businesses in general and the use and choice of service channels in particular is lacking. Current insights are mostly based on research in the context of citizens. Important differences in both domains can be found in the more networked character of the business context. These differences show that research towards the business context is...

Social service practitioners and researchers have long been aware of the gap between research and practice. The evidence-based practice movement has brought increasing attention to the role of empirically based interventions within social service practice, however, effective methods of research dissemination and utilization have received relatively little attention. This article describes facto...

the aim of this research is to consider the quality of services provided by kerman telecommunication company (ktc) from different perspective in order to keep and attract clients. in this research, the quality of services by kerman province telecommunication company in different parts such as: phone, mobile phone, data service and also the quality of presented services by serving offices due to...

Despite the growth in online reservation in recent years, research surrounding customer continuance intentions regarding this service remains insufficient. This research attempts to fill this gap by integrating the e-service quality model with the expectation–confirmation model (ECM) to measure continuance intentions regarding online reservation. Data was collected from a survey of users who ha...