PurposeThis study seeks to investigate, through the development of an operationalized service quality construct in the context of a service factory, whether the typology to which a service belongs may explain the nature of the service quality (SQ) construct and its relationship to customer satisfaction (SAT) and behavioral intentions (BI).Design/methodology/approachAn exploratory factor analysis used a sample from undergraduate student respondents. Then, a more representative sample of hotel guests was used, in a second‐order confirmatory factor analysis.FindingsThe dominant dimensions of SQ construct in the service factory were found to be: Tangibles, Recovery, Responsiveness, and Knowledge. Further results indicate that, although the direct effect of SQ on BI is significant, the indirect effect (with SAT playing a mediating role) is a stronger driver for BI in the context of the service factory.Research limitations/implicationsA notable limitation is that the present study focuses only on the service factory and uses only one industry (lodging) to illustrate the findings. Future research should examine other service categories.Practical implicationsService managers are recommended to devise operations and marketing strategies that focus on the dominant SQ dimensions in order to enhance SAT and, in turn, foster positive BI.Originality/valueThis study demonstrates that SQ, SAT and BI and their interrelationships may be typology‐specific. If this is true, two or more industries (e.g. airlines and lodging) may exhibit similar relationship characteristics with regard to these constructs if they belong to the same service category. This knowledge is useful for benchmarking best practices among such industries.

2010),"Collaborative supply chain practices and performance: exploring the key role of information quality", SupplyIf you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. AbstractPurpose -The purpose of this study is to investigate how the use of information technology (IT) and supply chain management initiatives (information sharing and collaboration) impact a company's performance in reverse logistics (RL). Design/methodology/approach -A survey based on a previous exploratory research and literature review was sent out to 600 US companies having substantial activities in RL. Issues addressed in the survey, such as IT types deployed, IT operational attributes, information sharing, and collaboration, involve multiple parties in multi-tier RL networks, extending beyond a simple buyer-supplier dyad. Findings -The results revealed that the type of IT used per se did not have a differential impact on a company's performance in RL. However, IT operational attributes positively affected RL performance and information sharing and collaboration are critical to RL performance. Practical implications -Investment in IT alone cannot improve a company's performance; managers should take full account of IT attributes when deciding IT in RL. IT operational attributes tend to support one another -an improvement in one would lead to improvements in the others. With no exception in RL, companies need to share information and collaborate with their partners. Originality/value -The paper reports an empirical survey of the IT use and collaboration practices in RL, and provides insights into the relationships and impacts of IT, RL operational attributes, information sharing, and collaboration on one another as well as on RL performance.

Purpose-This paper aims to investigate the possibility that the typology of a service as well as the operationalization of the service measurement scale may determine the nature of the service quality (SQ) construct and its relationship with those of customer satisfaction (SAT) and behavioral intentions (BI). Design/methodology/approach-The study utilized the service classification scheme developed by Schmenner and concentrated on the mass service category as an example to illustrate the concept with data from retail banking. Findings-Confirmatory factor analysis indicated that "Responsiveness," "Tangibility," "Reliability," "Knowledge," and "Accessibility" dimensions contribute significantly to service quality. It was further observed that SAT fully mediates the impact of SQ on BI. Research limitations/implications-A notable limitation is that the present study focuses only on mass service and uses only one industry (retail banking) to illustrate the findings. Future research should examine other service categories. Practical implications-Service managers in the mass service category are recommended to devise operations and marketing strategies that focus on the SQ dimensions which can enhance customer satisfaction and, in turn, foster positive behavioral intentions. Originality/value-This study presents a methodology for developing an operationizable service quality construct. It demonstrates that SQ, SAT and BI and their interrelationships may be typology-specific. Thus, two or more industries may exhibit similar relationship characteristics with regard to these constructs, if they belong to the same service category. This knowledge can lead to inter-industry benchmarking of best practices that can lead to better customer satisfaction and behavioral intentions.

Purpose -This paper seeks to report a case study that focuses on identifying what may be considered a typical or generic RL process flow as well as the key strategic issues that a firm may use for competitive advantage. Design/methodology/approach -The research involves mainly interviews and plant visits to three companies, all of which manage some RL activities. Findings -Highlighted are what type of RL process flow can be considered as generic, the type of technology innovation and IT a firm needs in order to operate an effective RL system and how these are integrated across the supply chain, the resource commitment (personnel, financial, upper-level management) that a company needs to make to support successful RL efforts, and finally, the values firms derive from RL and the key performance indicators to measure these values for the RL operations. Originality/value -A typical returns flow process is provided that can guide managers efficiently on their RL activities. Strategic activities are also presented that characterize successful practices in the RL industry.

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