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Managing Service Quality

Volume 13 Issue 2

Published: 2003 | Start Page: 94


Special Issue: Service Quality: Crossing Boundaries
Guest Editor(s): Steve Tax
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Articles

Articles
Article No: Article Information:
842801 Digitizing the customer: the digital moat
Karl Albrecht (pp. 94-96)
Keywords: Cellular communications, Customer satisfaction, Customer service, Psychology
ArticleType: Conceptual Paper
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842802 Emotional intelligence: fundamental competencies for enhanced service provision
Philip Bardzil, Mark Slaski (pp. 97-104)
Keywords: Intelligence, Labour, Service quality
ArticleType: Research paper
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842803 Communicating a quality position in service delivery: an application in higher education
Jonathan Gutman, George Miaoulis (pp. 105-111)
Keywords: Higher education, Positioning, Service delivery system, Service quality
ArticleType: Research Paper
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842804 To fade or not to fade? That is the question in customer relationships, too
Pekka Tuominen, Ulla Kettunen (pp. 112-123)
Keywords: Customer loyalty, Customer satisfaction, Relationship marketing, Service industries, Service quality
ArticleType: Research paper
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842805 Calculating the value of customers’ referrals
Sabrina Helm (pp. 124-133)
Keywords: Customer satisfaction, Recommendations, Service quality
ArticleType: Research Paper
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842806 Understanding the service profit chain in Latin America: managerial perspective from Mexico
Daniel Maranto, Javier Reynoso (pp. 134-147)
Keywords: Competition, Hotels, Latin America, Mexico, Operations management, Supermarkets
ArticleType: Research paper
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842807 Quality in the work environment: a prerequisite for success in new service development
Bo Edvardsson, BengtOve Gustavsson (pp. 148-163)
Keywords: Job satisfaction, Participation, Service quality, Working conditions
ArticleType: Research paper
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842808 Creating strategies for managing evolving customer service
Colin Armistead, Julia Kiely (pp. 164-170)
Keywords: Customer service, Employees, Managers, Strategic planning
ArticleType: Research paper
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