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Managing Service Quality

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Articles

Articles

Article No:	Article Information:
1811829	The role of competence in initiating the transition from products to service Margareta Bjurklo, Bo Edvardsson, Heiko Gebauer (pp. 493-510) Keywords: Customer satisfaction, Customer service management, Manufacturing industries, Supply chain management, Sweden ArticleType: Research paper View HTML | View PDF (196 KB) | Reprints & Permissions
1811830	Retail service dynamics in a rural tourism community: Implications for customer relationship management Jessica L. Hurst, Linda S. Niehm, Mary A. Littrell (pp. 511-540) Keywords: Customer satisfaction, Customer services quality, Retail service industries, Rural areas, Tourism, United States of America ArticleType: Research paper View HTML | View PDF (196 KB) | Reprints & Permissions
1811831	Employee perceptions of service quality in a call centre Prabha Ramseook-Munhurrun, Perunjodi Naidoo, Soolakshna D. Lukea-Bhiwajee (pp. 541-557) Keywords: Call centres, Competitive advantage, Job satisfaction, Mauritius, Retention, Service industries ArticleType: Research paper View HTML | View PDF (112 KB) | Reprints & Permissions
1811832	A Six Sigma approach for integrated solutions Florian Johannsen, Susanne Leist (pp. 558-580) Keywords: Customer satisfaction, Customer services management, Operations and production management, Six Sigma ArticleType: Conceptual paper View HTML | View PDF (494 KB) | Reprints & Permissions
1811833	Technical and functional determinants of customer satisfaction in the bank-SME relationship Nicolaus Lundahl, Fatima Vegholm, Lars Silver (pp. 581-594) Keywords: Banks, Customer satisfaction, Customer service management, Small to medium-sized enterprises, Supplier relations, Sweden ArticleType: Research paper View HTML | View PDF (92 KB) | Reprints & Permissions
1811834	Internal market orientation in Indian banking: an empirical analysis Gurjeet Kaur, R.D. Sharma, Nitasha Seli (pp. 595-627) Keywords: Banking, Competitive advantage, Generation and dissemination of information, India, Knowledge transfer, Organizational behaviour ArticleType: Research paper View HTML | View PDF (193 KB) | Reprints & Permissions

Book Review

Design for Six Sigma for Green Belts and Champions: Applications for Service Operations

Item No:	Item Information
1811826	Design for Six Sigma for Green Belts and Champions: Applications for Service Operations Vol : 19 Issue: 5 Author(s): K. Narasimhan View HTML

Service Management and Marketing: Customer Management in Service Competition (3rd ed.)

Item No:	Item Information
1811827	Service Management and Marketing: Customer Management in Service Competition (3rd ed.) Vol : 19 Issue: 5 Author(s): K. Narasimhan View HTML

Six Sigma: Basic Tools and Techniques

Item No:	Item Information
1811828	Six Sigma: Basic Tools and Techniques Vol : 19 Issue: 5 Author(s): K. Narasimhan View HTML