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Managing Service Quality

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Articles

Articles

Article No:	Article Information:
842867	Exploring international tourists' perceptions of hotel operations by using a modified SERVQUAL approach – a case study of Mauritius Thanika Devi Juwaheer (pp. 350-364) Keywords: Customer satisfaction, Hotels, Mauritius, Regression analysis, Service quality assurance, SERVQUAL ArticleType: Case study View HTML | View PDF (140 KB) | Reprints & Permissions
842868	The role of emotional satisfaction in service encounters Amy Wong (pp. 365-376) Keywords: Customer loyalty, Customer relations, Customer satisfaction, Service quality assurance ArticleType: Case study View HTML | View PDF (293 KB) | Reprints & Permissions
842869	TQM practices in service organizations: an exploratory study into the implementation, outcome and effectiveness Mahmoud M. Yasin, Jafar Alavi, Murat Kunt, Thomas W. Zimmerer (pp. 377-389) Keywords: Organizational effectiveness, Service industries, Total quality management ArticleType: Case study View HTML | View PDF (115 KB) | Reprints & Permissions
842870	Market oriented learning and customer value enhancement through service recovery management Khanh V. La, Jay Kandampully (pp. 390-401) Keywords: Competitive advantage, Innovation, Service failures, Value added ArticleType: Conceptual Paper View HTML | View PDF (138 KB) | Reprints & Permissions
842871	Cultural similarity and service leadership: a look at the cruise industry Mark R. Testa (pp. 402-413) Keywords: Customer satisfaction, Hospitality services, Leadership, National cultures, Service quality assurance ArticleType: General review View HTML | View PDF (106 KB) | Reprints & Permissions
842872	A customer-oriented service-enhancement system for the public sector Chi-Kuang Chen, Chang-Hsi Yu, Shiow-Jiuan Yang, Hsiu-Chen Chang (pp. 414-425) Keywords: Customer orientation, Public services ArticleType: Case study View HTML | View PDF (162 KB) | Reprints & Permissions
842873	Developing customer oriented service: a case study Zillur Rahman (pp. 426-435) Keywords: Competitive advantage, Customer satisfaction, Service quality assurance ArticleType: Case study View HTML | View PDF (172 KB) | Reprints & Permissions

Book Review

Services Marketing: Integrating Customer Focus Across the Firm

Item No:	Item Information
1497881	Services Marketing: Integrating Customer Focus Across the Firm Journal: Managing Service Quality Vol : 14 Issue: 5 Author(s): K. Narasimhan View HTML

Developing New Services: Incorporating the Voice of the Customer into Strategic Service Development

Item No:	Item Information
1497882	Developing New Services: Incorporating the Voice of the Customer into Strategic Service Development Journal: Managing Service Quality Vol : 14 Issue: 5 Author(s): K. Narasimhan View HTML