The term metaverse is described as the next iteration of the Internet. Metaverse is a virtual platform that uses extended reality technologies, i.e., augmented reality, virtual reality, mixed reality, 3D graphics, and other emerging technologies to allow real-time interactions and experiences in ways that are not possible in the physical world. Companies have begun to notice the impact of the metaverse and how it may help maximize profits. The purpose of this paper is to offer perspectives on several important areas, i.e., marketing, tourism, manufacturing, operations management, education, the retailing industry, banking services, healthcare, and human resource management that are likely to be impacted by the adoption and use of a metaverse. Each includes an overview, opportunities, challenges, and a potential research agenda.

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PurposeThere are many features which have been regarded as having a critical role in supporting service quality. The purpose of this research is to identify which management practices support service quality.Design/methodology/approachA questionnaire survey of medium and large‐sized mass and technological services in the UK was conducted.FindingsIt was found that service quality and the management practices were all significantly associated in mass services, but this was not the case in technological services.Research limitations/implicationsFurther research should consider those management features which were found to be non‐contributory to service quality in technological services.Originality/valueThis research has clarified the ranking of the management practices in terms of the contribution they have made to support service quality, and also found the differences between the two types of services.

PurposeThere are many features that have been regarded as having a critical role in supporting service quality. The purpose of this article is to identify those features that are fundamental in supporting service quality.Design/methodology/approachA literature review was conducted covering total quality management (TQM), internal marketing, and the service quality literature, especially the study of service quality gaps. All of these are concerned with the search for service excellence.FindingsFrom a comparative study of these three areas of the literature, it was found that there are seven common features: recruitment and selection, training, teamwork, empowerment, performance appraisals and reward, communication, and culture of the organisation. Each of them is argued to be critical for the management of service quality.Practical limitations/implicationsAlthough there are other factors that can influence service quality, the identification of fundamental features provides managers and academics with a valuable framework with which to start in pursuit of service quality across a variety of service businesses.Originality/valueAlthough management of service quality has been regarded as notoriously difficult due to the characteristics of services, by identifying fundamental features supporting service quality, this article provides focal points for the management of service quality.