service oriented enterprises (soes) are subject to constant change and variation. in this paper, the changes are considered from an economic perspective based on service culture notion. once a change is implemented, the costs of some member services may increase, whereas the costs of some other services may reduce. we construct a game theoretic model trying to capture the possible conflicting i...

fundamentally, public services must be of high quality so as to satisfy the wants and needs of the beneficiaries. but it’s worrisome to discover that in uganda, public services provided are of poor quality due to unethical behaviors and wanting leadership. the purpose of this study is to show that transformational leadership can advance ethical culture to spur provision of quality services. a r...

Fundamentally, public services must be of high quality so as to satisfy the wants and needs of the beneficiaries. But it’s worrisome to discover that in Uganda, public services provided are of poor quality due to unethical behaviors and wanting leadership. The purpose of this study is to show that transformational leadership can advance ethical culture to spur provision of quality services. A r...

Service quality is imperative for higher education institutes in order to remain competitive and growing. There is a need to ensure students’ satisfaction with university. This study will help improve service quality of the institutes. Information and data are collected using a survey questionnaire from the higher education institutes of Pakistan using convenience sampling technique. Findings r...

present article focuses on service failure and recovery in the online shops in iran. the article investigates interaction between service failure and online shops readiness for service recovery and resulting impact on customer reaction. the data was collected by an e-questionnaire from 615 iranian online shoppers. the findings suggest, although many online shops are severely breaching few funda...