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Managing Service Quality
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Managing Service Quality

Volume 14 Issue 1

Published: 2004 | Start Page: 6

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Articles

Articles
Article No: Article Information:
842839 For services, the play’s (still) the thing
Michael R. Solomon (pp. 6-10)
Keywords: Consumer behaviour, Marketing policy, Personality, Retailing, Service delivery, Service operations
ArticleType: Research paper
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842840 Service recovery in the airline industry: a cross-cultural comparison of the attitudes and behaviours of British and Italian front-line personnel
Natalia Lorenzoni, Barbara R. Lewis (pp. 11-25)
Keywords: Air transport, Airlines, Cross-cultural studies, Italy, Service failures, United Kingdom
ArticleType: General review
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842841 Exploring the future roles and capabilities of customer service professionals
Julia A. Kiely, Colin G. Armistead (pp. 26-39)
Keywords: Customer service management, Service operations, Service quality assurance
ArticleType: Research paper
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842842 Customer satisfaction and retention: the experiences of individual employees
Ove C. Hansemark, Marie Albinsson (pp. 40-57)
Keywords: Banks, Customer retention, Customer satisfaction, Employees involvement, Phenomenology
ArticleType: Case study
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842843 A conceptual model and empirical examination of the effect of service guarantees on post-purchase consumption evaluations
Michael A. McCollough, Dwayne D. Gremler (pp. 58-74)
Keywords: Consumer protection, Consumer research, Service quality assurance
ArticleType: Research paper
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842844 Linking dimensions of service quality to organizational outcomes
Julia E. Blose, William B. Tankersley (pp. 75-89)
Keywords: Benchmarking, Data encapsulation, Retailing, Service quality assurance
ArticleType: Research paper
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842845 Managing service quality in banks: customers’ gender effects
Charalambos Spathis, Eugenia Petridou, Niki Glaveli (pp. 90-102)
Keywords: Banks, Customer satisfaction, Gender, Greece, Perception, Service quality assurance
ArticleType: Research paper
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842846 The ASP-Qual model: measuring ASP service quality in Greece
Marianna Sigala (pp. 103-114)
Keywords: Business performance, Greece, Outsourcing, Partnership, Service quality assurance, Software tools
ArticleType: Research paper
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