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Managing Service Quality
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Managing Service Quality

Volume 13 Issue 6

Published: 2003 | Start Page: 443


Guest Editor(s): Shirley-Ann Hazlett
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Articles

Articles
Article No: Article Information:
842830 Is self-service the future of services?
James A. Fitzsimmons (pp. 443-444)
Keywords: Automation, Self-service, Service industries
ArticleType: Viewpoint
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842831 E-government: the realities of using IT to transform the public sector
Shirley-Ann Hazlett, Frances Hill (pp. 445-452)
Keywords: Change management, Customer service management, Customer services quality, Technology led strategy
ArticleType: Research paper
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842832 E-service quality and the public sector
Joan Buckley (pp. 453-462)
Keywords: Customer services quality, Public services
ArticleType: Research paper
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842833 A critical review of e-service in Northern Ireland Electricity
Joan Henderson, Eddie McGoldrick, Rodney McAdam (pp. 463-470)
Keywords: Buyer-seller relationships, Customer service management, Northern Ireland, Technology led strategy
ArticleType: Case study
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842834 Improving satisfaction with bank service offerings: measuring the contribution of each delivery channel
Lia Patrício, Raymond P. Fisk, João Falcão e Cunha (pp. 471-482)
Keywords: Customer satisfaction, Customer services quality, Portugal, Service delivery systems, Virtual banking
ArticleType: Research paper
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842835 E-quality in the e-services provision of legal practices
Alex Douglas, Lindsey Muir, Karon Meehan (pp. 483-491)
Keywords: Professional services, Quality management
ArticleType: Research paper
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1509236 Investigating the adoption of electronic customer service by Australian businesses
Don Thi Hong Chau Nguyen, Jamie Murphy, Doina Olaru (pp. 492-503)
Keywords: Australia, Customer service management, Electronic mail, Innovation, Worldwide web
ArticleType: Research paper
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842837 Internet users' perceptions of online service quality: a comparison of online buyers and information searchers
Shaohan Cai, Minjoon Jun (pp. 504-519)
Keywords: Electronic commerce, Retailing, Service quality assurance
ArticleType: Research paper
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1509237 Tailoring e-service quality through CRM
Calin Gurau (pp. 520-531)
Keywords: Customer relations, Customer satisfaction, Service quality assurance
ArticleType: Research paper
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