New Public Management and Customer Perceptions of Service Quality – A Mixed-Methods Study
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DOI: 10.1080/01900692.2020.1839494
Abstract: The purpose of this study is to explore the impact of New Public Management (NPM) reform on customers’ perceptions of service quality. This study uses a mixed methods research design. For quantitat... read more here.
Keywords: mixed methods; perceptions service; public management; new public ... See more keywords
Patients' perceptions of service quality in mobile health apps: the role of Need-for-Touch and physician characteristics in the post-COVID-19 era.
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DOI: 10.1108/ijhcqa-12-2024-0116
Abstract: PURPOSE This study explores how doctors' characteristics, including effort, listening, expertise, and credibility, influence patients' perceptions of service quality in mobile health (mHealth) applications in the post-COVID-19 era. It also investigates whether the Need-for-Touch moderates… read more here.
Keywords: quality; service quality; post covid; patients perceptions ... See more keywords
The Impact of Increase in Minimum Wages on Consumer Perceptions of Service: A Transformer Model of Online Restaurant Reviews
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DOI: 10.1287/mksc.2021.1294
Abstract: We study the impact of an increase in minimum wages on consumer perceptions of service quality in the restaurant industry. read more here.
Keywords: increase minimum; minimum wages; consumer perceptions; perceptions service ... See more keywords