| 842765 |
Service excellence in electronic channels
Valarie A. Zeithaml
(pp. 135-139)
Keywords:
Customers,
Internet,
Marketing channels,
Perception,
Service quality
ArticleType: Research paper
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(184 KB)
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| 842766 |
Building people and organisational excellence: the Start service excellence program
Martijn Hesselink, Frits van den Assem
(pp. 139-145)
Keywords:
Customer satisfaction,
Employment agencies,
Human resource management,
Leadership,
Service quality,
The Netherlands
ArticleType: Case study
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(102 KB)
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| 842767 |
Keeping the “dream” in mind is indispensable for successful leadership
Yoshio Kondo
(pp. 146-150)
Keywords:
Leadership,
Motivation,
Participation,
Quality
ArticleType: Conceptual Paper
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(57 KB)
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| 842768 |
Human and social implications of excellence models: are they really accepted by the business community?
Tito Conti
(pp. 151-158)
Keywords:
Corporate culture,
Modelling,
Stakeholders,
Total quality management
ArticleType: Conceptual Paper
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(237 KB)
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| 842769 |
Service excellence from the employees’ point of view: the role of first line supervisors
Deanne N. Den Hartog, Robert M. Verburg
(pp. 159-164)
Keywords:
Employee attitudes,
Leadership,
Service quality,
Supervisors
ArticleType: Research paper
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(68 KB)
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| 842770 |
Employee perceptions of HRM and TQM, and the effects on satisfaction and intention to leave
Paul Boselie, Ton van der Wiele
(pp. 165-172)
Keywords:
Employee attitudes,
Human resource management,
Total quality management
ArticleType: Research paper
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(432 KB)
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| 842771 |
The dimensions of complaint satisfaction: process and outcome complaint satisfaction versus cold fact and warm act complaint satisfaction
Bernd Stauss
(pp. 173-183)
Keywords:
Complaints,
Customer care,
Customer loyalty
ArticleType: Research paper
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(184 KB)
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| 842772 |
Empirical evidence for the relationship between customer satisfaction and business performance
Ton van der Wiele, Paul Boselie, Martijn Hesselink
(pp. 184-193)
Keywords:
Customer satisfaction,
Empirical study,
Organizational performance
ArticleType: Research paper
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(229 KB)
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| 842773 |
Customer satisfaction: it is dead but it will not lie down
Roger Williams, Rolf Visser
(pp. 194-200)
Keywords:
Customer satisfaction,
Investment,
Middle management,
Service
ArticleType: Viewpoint
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(69 KB)
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