Emerald Login
   

Welcome guest



Managing Service Quality
Browse
User Guides
Online Access
Journal Information

Managing Service Quality

Volume 14 Issue 4

Published: 2004 | Start Page: 266

Icon Key:   Icon: Requires login or subscription. Requires login or subscription   Icon: Backfiles. Backfiles   Icon: EarlyCite. EarlyCite

Articles

Articles
Article No: Article Information:
842860 Service quality dimensions: an examination of Grönroos’s service quality model
Gi-Du Kang, Jeffrey James (pp. 266-277)
Keywords: Service delivery, Service quality assurance, SERVQUAL
ArticleType: Research paper
Icon: Requires login or subscription. View HTML | View PDF (172 KB) | Reprints & Permissions
842861 Interactive service quality in service encounters: empirical illustration and models
Göran Svensson (pp. 278-287)
Keywords: Automotive industry, Quality, Service operations, Sweden
ArticleType: Research paper
Icon: Requires login or subscription. View HTML | View PDF (172 KB) | Reprints & Permissions
842862 Integrating current and competitive service-quality level analyses for service-quality improvement programs
Yong-pil Kim, Seok-hoon Lee, Deok-gyun Yun (pp. 288-296)
Keywords: Customer satisfaction, Quality improvement, Services, SERVQUAL
ArticleType: Research paper
Icon: Requires login or subscription. View HTML | View PDF (162 KB) | Reprints & Permissions
842863 Moving the quality effort forward – the emerging role of the middle manager
Denis Harrington, Brian Williams (pp. 297-306)
Keywords: Empowerment, Middle management, Quality, Quality improvement
ArticleType: Conceptual Paper
Icon: Requires login or subscription. View HTML | View PDF (122 KB) | Reprints & Permissions
842864 Service and safety quality in US airlines: pre- and post-September 11th
Dawna L. Rhoades, Blaise P. Waguespack Jr (pp. 307-316)
Keywords: Air safety, Airlines, Quality, Service operations
ArticleType: Research paper
Icon: Requires login or subscription. View HTML | View PDF (94 KB) | Reprints & Permissions
842865 Customer satisfaction using QFD: an e-banking case
Marvin E. González, Gioconda Quesada, Federico Picado, Carl A. Eckelman (pp. 317-330)
Keywords: Banking, Customer satisfaction, Quality, Quality function deployment, Strategic management
ArticleType: Research paper
Icon: Requires login or subscription. View HTML | View PDF (566 KB) | Reprints & Permissions
842866 The relative importance of technology in enhancing customer relationships in banking – a Scottish perspective
Adrienne Curry, Susan Penman (pp. 331-341)
Keywords: Banking, Communication technologies, Customer satisfaction, Scotland, Service operations
ArticleType: Research paper
Icon: Requires login or subscription. View HTML | View PDF (103 KB) | Reprints & Permissions

Book Review

Operations Management: Critical Perspectives on Business and Management
Item No: Item Information
1497879 Operations Management: Critical Perspectives on Business and Management
Journal: Managing Service Quality
Vol : 14 Issue: 4
Author(s): K. Narasimhan
Icon: Requires login or subscription View HTML
Services Marketing: People, Technology, Strategy
Item No: Item Information
1497880 Services Marketing: People, Technology, Strategy
Journal: Managing Service Quality
Vol : 14 Issue: 4
Author(s): K. Narasimhan
Icon: Requires login or subscription View HTML