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Managing Service Quality

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Articles

Articles

Article No:	Article Information:
842822	Looking back to see forward in services marketing: some ideas to consider J. Joseph Cronin Jr (pp. 332-337) Keywords: Perception, Research, Service quality assurance, Services marketing ArticleType: Literature review View HTML | View PDF (93 KB) | Reprints & Permissions
842823	Customer expectations on service guarantees Sara Björlin Lidén, Bo Edvardsson (pp. 338-348) Keywords: Customer requirements, Service industries, Service quality assurance, Transport services sector ArticleType: Research paper View HTML | View PDF (98 KB) | Reprints & Permissions
842824	Applying the TOC TP: a case study in the service sector Richard A. Reid, James R. Cormier (pp. 349-369) Keywords: Case studies, Continuous improvement, Services, Small enterprises ArticleType: Case study View HTML | View PDF (1268 KB) | Reprints & Permissions
842825	Management of service quality – differences in values, practices and outcomes Stefan Lagrosen, Yvonne Lagrosen (pp. 370-381) Keywords: Public sector organizations, Quality management, Services, Sweden, Total quality management, Values ArticleType: Research paper View HTML | View PDF (97 KB) | Reprints & Permissions
842826	A longitudinal study of business improvement models: cross purposes or congruity? Joy Taylor, Rodney McAdam (pp. 382-398) Keywords: Business improvement, Case studies, Small to medium-sized enterprises, United Kingdom ArticleType: General review View HTML | View PDF (546 KB) | Reprints & Permissions
842827	Tourist satisfaction in Singapore – a perspective from Indonesian tourists Theresia A. Pawitra, Kay C. Tan (pp. 399-411) Keywords: Quality function deployment, Service quality assurance, SERVQUAL, Singapore, Tourism ArticleType: Research paper View HTML | View PDF (694 KB) | Reprints & Permissions
842828	Mapping service quality in the tourism industry Eda Atilgan, Serkan Akinci, Safak Aksoy (pp. 412-422) Keywords: Perceptual mapping, Service quality assurance, SERVQUAL, Tourism ArticleType: Research paper View HTML | View PDF (194 KB) | Reprints & Permissions
842829	Technology, service quality, and customer loyalty in hotels: Australian managerial perspectives Shan-Chun Lee, Sunita Barker, Jay Kandampully (pp. 423-432) Keywords: Australia, Customer loyalty, Hotels, Managers, Perception, Service quality assurance ArticleType: Research paper View HTML | View PDF (298 KB) | Reprints & Permissions

Book Review

Mastering Customer Value Management: The Art and Science of Creating Competitive Advantage

Item No:	Item Information
1497874	Mastering Customer Value Management: The Art and Science of Creating Competitive Advantage Journal: Managing Service Quality Vol : 13 Issue: 5 Author(s): K. Narasimhan View HTML

Customers are People … the Human Touch

Item No:	Item Information
1497875	Customers are People … the Human Touch Journal: Managing Service Quality Vol : 13 Issue: 5 Author(s): K. Narasimhan View HTML