| 842795 |
“Hardwiring” an organization’s service performance
Leonard A. Schlesinger
(pp. 6-9)
Keywords:
Performance measurement,
Service quality,
Value
ArticleType: Research paper
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(100 KB)
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| 842796 |
Singapore Airlines: what it takes to sustain service excellence – a senior management perspective
Jochen Wirtz, Robert Johnston
(pp. 10-19)
Keywords:
Airlines,
Customer service,
Motivation,
Service quality,
Training
ArticleType: Case study
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(97 KB)
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| 842797 |
A content analysis of complaints and compliments
Margareta Friman, Bo Edvardsson
(pp. 20-26)
Keywords:
Complaints,
Public transport,
Service quality
ArticleType: Research paper
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(135 KB)
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| 842798 |
Culture, the built environment and healthcare organizational performance
Larry A. Mallak, David M. Lyth, Suzan D. Olson, Susan M. Ulshafer, Susan M. Ulshafer, Frank J. Sardone
(pp. 27-38)
Keywords:
Culture,
Environment,
Health care,
Measurement
ArticleType: Case study
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(174 KB)
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| 842799 |
Determining and assessing the determinants of e-service operations
Heston Surjadjaja, Sid Ghosh, Jiju Antony
(pp. 39-53)
Keywords:
Electronic commerce,
Operations,
Service
ArticleType: Literature review
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(420 KB)
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| 1454720 |
Business process re-engineering in Malaysian banks and finance companies
Kok Wei Khong, Stanley Richardson
(pp. 54-71)
Keywords:
Banking,
Business process re-engineering,
Customer service,
Financial services,
Malaysia,
Management
ArticleType: Research paper
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(278 KB)
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| 842800 |
The antecedents of service quality and product quality and their influences on bank reputation: evidence from the banking industry in China
Yonggui Wang, Hing-P. Lo, Yer V. Hui
(pp. 72-83)
Keywords:
Banking,
China,
Product quality,
Service quality
ArticleType: Research paper
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(211 KB)
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