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Managing Service Quality
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Managing Service Quality

Volume 12 Issue 2

Published: 2002 | Start Page: 73

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Articles

Articles
Article No: Article Information:
842760 Managing the employee connection
Ron Zemke (pp. 73-76)
Keywords: Customer satisfaction, Human resource management, Recognition, Retention, Reward
ArticleType: Viewpoint
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842761 Managing service quality by combining voice of the service provider and voice of their customers
Clare Chow-Chua, Raj Komaran (pp. 77-86)
Keywords: Customer requirements, Quality management, Quality systems, Service quality
ArticleType: Research paper
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842762 Expanding paradigms in providing internal service
Debra F. Cannon (pp. 87-99)
Keywords: Employee relations, Hospitality industry, Service quality, TQM
ArticleType: Conceptual Paper
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842763 Electronic retailing and distribution of services: cyber intermediaries that serve customers and service providers
Khanh V. La, Jay Kandampully (pp. 100-116)
Keywords: E-commerce, Internet, Service quality, Services marketing, Technology
ArticleType: Case study
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842764 Driving quality – clinical governance in the National Health Service
L. Ritchie (pp. 117-128)
Keywords: Governance, Kaizen, National Health Service, Quality, United Kingdom
ArticleType: Conceptual Paper
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