Dublin Core The Dublin Core metadata element set is common to all Omeka records, including items, files, and collections. For more information see, http://dublincore.org/documents/dces/. Title A name given to the resource Faculty Publications Article Faculty Publications -Articles Dublin Core The Dublin Core metadata element set is common to all Omeka records, including items, files, and collections. For more information see, http://dublincore.org/documents/dces/. Creator An entity primarily responsible for making the resource Alagarsamy, Subburaj; Moorthy, Vasudevan; Banerjee, Jayanta Title A name given to the resource The role of service customisation and process innovation in enhancing customer satisfaction and engagement in pet care services: Evidence from India and the UAE Date A point or period of time associated with an event in the lifecycle of the resource 01-01-2025 Source A related resource from which the described resource is derived Quality Management Journal;Volume;32;Issue;3;pp.129-150 Identifier An unambiguous reference to the resource within a given context <a href="https://doi.org/10.1080/10686967.2025.2483171" target="_blank" rel="noreferrer noopener">https://doi.org/10.1080/10686967.2025.2483171</a> <br /><br /><a href="https://www.scopus.com/pages/publications/105002560583?origin=resultslist" target="_blank" rel="noreferrer noopener">https://www.scopus.com/pages/publications/105002560583?origin=resultslist</a> Coverage The spatial or temporal topic of the resource, the spatial applicability of the resource, or the jurisdiction under which the resource is relevant Alagarsamy S., School of Business, Manipal Academy of Higher Education, Dubai International Academic City, Dubai, United Arab Emirates; Moorthy V., School of Business and Management, Christ (Deemed to be University), Bangalore, India; Banerjee J., College of Business, City University, Ajman, United Arab Emirates Description An account of the resource This study examines the impact of pet care service quality on customer satisfaction and engagement, with a focus on the moderating effects of service customization and process innovation in India (Study 1) and the UAE (Study 2). Using an adapted SERVPERF model, data was collected from 221 Indian and 238 UAE pet owners and analyzed through PLS-SEM and multi-group analysis (MGA). Findings reveal that in India, assurance, reliability, and responsiveness significantly influence customer satisfaction, which enhances engagement, but service customization and process innovation showed no significant moderating effect. In the UAE, reliability is the sole driver of satisfaction, while service customization and process innovation significantly moderate the satisfaction-engagement relationship. The PLS-MGA results confirmed that the moderating effect of service customization and process innovation was significantly stronger in the UAE than in India, suggesting that UAE consumers place greater value on personalized and technology-driven services, while Indian consumers prioritize fundamental service quality dimensions. These findings provide theoretical contributions by extending SERVPERFs applicability in the pet care industry and managerial implications for service providers aiming to optimize customer experience, engagement, and retention in emerging markets. 2025 American Society for Quality. Subject The topic of the resource Customer engagement; moderation; pet care services; service customization, process innovation; service quality Publisher An entity responsible for making the resource available Taylor and Francis Ltd. Relation A related resource ISSN: 10686967; Language A language of the resource English Type The nature or genre of the resource Article Rights Information about rights held in and over the resource Restricted Access; Hardcopy may be available in the library Format The file format, physical medium, or dimensions of the resource online