Emerald Login
   

Welcome guest



Managing Service Quality
Browse
User Guides
Online Access
Journal Information

Managing Service Quality

Volume 12 Issue 6

Published: 2002 | Start Page: 355


Special Issue: Innovation and quality improvement in service organizations
Guest Editor(s): Alison M. Dean, Ross L. Chapman
Icon Key:   Icon: Requires login or subscription. Requires login or subscription   Icon: Backfiles. Backfiles   Icon: EarlyCite. EarlyCite

Articles

Articles
Article No: Article Information:
842786 Beyond customer loyalty
James L. Heskett (pp. 355-357)
Keywords: Commitment, Customer loyalty, Ownership, Values
ArticleType: Literature review
Icon: Requires login or subscription. View HTML | View PDF (45 KB) | Reprints & Permissions
842787 Innovation in logistic services and the new business model: a conceptual framework
Ross L. Chapman, Claudine Soosay, Jay Kandampully (pp. 358-371)
Keywords: Innovation, Knowledge workers, Logistics, Networks, Service industries, Technology
ArticleType: Literature review
Icon: Requires login or subscription. View HTML | View PDF (152 KB) | Reprints & Permissions
842788 Exploring the development of quality in higher education
Maria Avdjieva, Marie Wilson (pp. 372-383)
Keywords: Higher education, Organizational learning, Quality
ArticleType: Research paper
Icon: Requires login or subscription. View HTML | View PDF (122 KB) | Reprints & Permissions
842789 E-government: a new route to public sector quality
Julian Teicher, Owen Hughes, Nina Dow (pp. 384-393)
Keywords: Australia, Government, Internet, Public sector, Total quality management
ArticleType: Research paper
Icon: Requires login or subscription. View HTML | View PDF (350 KB) | Reprints & Permissions
842790 An inter-industry comparison of quality management practices and performance
Bishnu Sharma, David Gadenne (pp. 394-404)
Keywords: Construction industry, Manufacturing industry, Quality management, Service industries
ArticleType: Research paper
Icon: Requires login or subscription. View HTML | View PDF (90 KB) | Reprints & Permissions
842791 Attitudes of middle managers to quality-based organisational change
Douglas Davis, Thomas Fisher (pp. 405-413)
Keywords: Middle management, Organizational change, Quality
ArticleType: Research paper
Icon: Requires login or subscription. View HTML | View PDF (88 KB) | Reprints & Permissions
842792 Service quality in call centres: implications for customer loyalty
Alison M. Dean (pp. 414-423)
Keywords: Call centres, Customer loyalty, Customer orientation, Service quality
ArticleType: Research paper
Icon: Requires login or subscription. View HTML | View PDF (92 KB) | Reprints & Permissions
842793 Customers’ perspectives on service quality and relationship quality in retail encounters
Amy Wong, Amrik Sohal (pp. 424-433)
Keywords: Australia, Relationship marketing, Retail trade, Service quality, Services marketing
ArticleType: Research paper
Icon: Requires login or subscription. View HTML | View PDF (260 KB) | Reprints & Permissions
842794 E-services and their role in B2C e-commerce
Mohini Singh (pp. 434-446)
Keywords: Customer service, Electronic commerce, Internet, Service
ArticleType: Research paper
Icon: Requires login or subscription. View HTML | View PDF (105 KB) | Reprints & Permissions