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Managing Service Quality

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Articles

Articles

Article No:	Article Information:
842779	Exploding some myths about customer relationship management Lawrence A. Crosby (pp. 271-277) Keywords: Customer care, Management, Relationship marketing, Strategy ArticleType: Research paper View HTML | View PDF (66 KB) | Reprints & Permissions
842780	Measurement of internal service quality: application of the SERVQUAL battery to internal service quality Gi-Du Kang, Jeffrey Jame, Kostas Alexandris (pp. 278-291) Keywords: Corporate culture, Internal marketing, Service quality ArticleType: Research paper View HTML | View PDF (111 KB) | Reprints & Permissions
842781	From intangibility to tangibility on service quality perceptions: a comparison study between consumers and service providers in four service industries Jessica Santos (pp. 292-302) Keywords: Intangibility, Service quality, Tangible factors ArticleType: Research paper View HTML | View PDF (121 KB) | Reprints & Permissions
842782	The challenges of implementing quality in the Irish hotel industry: a review Mary Keating, Denis Harrington (pp. 303-315) Keywords: Hotels, Implementation, Ireland, Middle management, Quality ArticleType: Literature review View HTML | View PDF (109 KB) | Reprints & Permissions
842783	Organisational effectiveness in Irish health-care organisations Kay Downey-Ennis, Denis Harrington (pp. 316-322) Keywords: Effectiveness, European Foundation for Quality Management, Health care, Ireland, Public sector, Quality ArticleType: Literature review View HTML | View PDF (67 KB) | Reprints & Permissions
842784	Service quality in a cellular telecommunications company: a South African experience R.W.E. van der Wal, A. Pampallis, C. Bond (pp. 323-335) Keywords: Cellular communications, Factor analysis, Retailing, Service quality, South Africa ArticleType: Research paper View HTML | View PDF (102 KB) | Reprints & Permissions
842785	The impact of the ISO 9000:2000 quality standards in small software firms Rodney McAdam, Frances Fulton (pp. 336-345) Keywords: Computer software, ISO 9000, Quality, Small firms, Standards ArticleType: Case study View HTML | View PDF (171 KB) | Reprints & Permissions

Book Review

Living on the Edge of Chaos: Leading Schools into Global Age

Item No:	Item Information
1497871	Living on the Edge of Chaos: Leading Schools into Global Age Journal: Managing Service Quality Vol : 12 Issue: 5 Author(s): K. Narasimhan View HTML

Improving Student Learning: Applying Quality Principles in Classrooms

Item No:	Item Information
1497872	Improving Student Learning: Applying Quality Principles in Classrooms Journal: Managing Service Quality Vol : 12 Issue: 5 Author(s): K. Narasimhan View HTML