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Managing Service Quality
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Managing Service Quality

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Volume 19 Issue 3

Published: 2009 | Start Page: 249

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Articles

Articles
Article No: Article Information:
1789592 Service innovation and electronic word-of-mouth: is it worth listening to?
Tor W. Andreassen, Sandra Streukens (pp. 249-265)
Keywords: Digital communication systems, Group discussions, Innovation, Internet, Service operations
ArticleType: Research paper
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1789593 Seller-initiated relationship ending: An empirical study of professional business-to-business services
Maria Holmlund, Päivi Hobbs (pp. 266-285)
Keywords: Business-to-business marketing, Buyer-seller relationships, Finland, Professional services
ArticleType: Research paper
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1789594 A multi-attribute model of web site interactivity and customer satisfaction: An application of the Kano model
Miao Zhao, Ruby Roy Dholakia (pp. 286-307)
Keywords: Buyer-seller relationships, Customer satisfaction, Internet, Product attributes
ArticleType: Research paper
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1789595 Service quality, emotional satisfaction, and behavioural intentions: A study in the hotel industry
Riadh Ladhari (pp. 308-331)
Keywords: Canada, Customer satisfaction, Customer services quality, Hospitality services
ArticleType: Research paper
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1789596 Service experience and service design: concepts and application in tourism SMEs
Anita Zehrer (pp. 332-349)
Keywords: Customer orientation, Hospitality management, Market orientation, Service delivery, Small to medium-sized enterprises, Tourism management
ArticleType: Conceptual paper
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1789597 Service quality, satisfaction, and behavioural intentions: A study of low-cost airline carriers in Thailand
Gour C. Saha, Theingi (pp. 350-372)
Keywords: Airlines, Behaviour, Customer satisfaction, Customer services quality, Thailand
ArticleType: Research paper
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