Emerald Login
   

Welcome guest



Managing Service Quality
Browse
User Guides
Online Access
Journal Information

Managing Service Quality

Volume 19 Issue 2

Published: 2009 | Start Page: 140

Icon Key:   Icon: Requires login or subscription. Requires login or subscription   Icon: Backfiles. Backfiles   Icon: EarlyCite. EarlyCite

Articles

Articles
Article No: Article Information:
1779121 Does ISO 9000 certification affect consumer perceptions of the service provider?
Laura Martínez Caro, Jose Antonio Martínez García (pp. 140-161)
Keywords: Corporate image, Customer satisfaction, ISO 9000 series, Spain
ArticleType: Research paper
Icon: Requires login or subscription. View HTML | View PDF (165 KB) | Reprints & Permissions
1779122 Monitoring service quality with residuals control charts
Joanne S. Utley, J. Gaylord May (pp. 162-178)
Keywords: Control charts, Customer services quality, Process control, Regression analysis
ArticleType: Research paper
Icon: Requires login or subscription. View HTML | View PDF (245 KB) | Reprints & Permissions
1779123 The impact of RFID on service organizations: a service profit chain perspective
Jeffery S. Smith, Lorraine Lee, Mark Gleim (pp. 179-194)
Keywords: Financial performance, Identification, Organizational performance, Quality, Radio frequencies, Supply chain management
ArticleType: Research paper
Icon: Requires login or subscription. View HTML | View PDF (360 KB) | Reprints & Permissions
1779124 Demographic and cultural predictors of international service worker job satisfaction
Mark R. Testa, Stephen L. Mueller (pp. 195-210)
Keywords: Demographics, Employees, Job satisfaction, National cultures, Services
ArticleType: Research paper
Icon: Requires login or subscription. View HTML | View PDF (110 KB) | Reprints & Permissions
1779125 Determining the relative importance of critical factors in delivering service quality of banks: An application of dominance analysis in SERVQUAL model
Mukesh Kumar, Fong Tat Kee, Amat Taap Manshor (pp. 211-228)
Keywords: Customers, Factor analysis, Malaysia, Service quality assurance, SERVQUAL
ArticleType: Research paper
Icon: Requires login or subscription. View HTML | View PDF (137 KB) | Reprints & Permissions
1779126 Service quality effect on satisfaction and word of mouth in the health care industry
Ioannis E. Chaniotakis, Constantine Lymperopoulos (pp. 229-242)
Keywords: Customer satisfaction, Customer services quality, Greece, Interpersonal communications, Maternity services
ArticleType: Research paper
Icon: Requires login or subscription. View HTML | View PDF (173 KB) | Reprints & Permissions