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Managing Service Quality

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Articles

Articles

Article No:	Article Information:
1464347	Towards quality e-service in the public sector:: The evolution of web sites in the local public service sector Alessandro Ancarani (pp. 6-23) Keywords: Consumers, Electronic media, Public sector organizations, Services quality assurance, Worldwide web ArticleType: Research paper View HTML | View PDF (443 KB) | Reprints & Permissions
1464348	Service quality and store performance: some evidence from Greece Irene Daskalopoulou, Anastasia Petrou (pp. 24-40) Keywords: Electrical goods, Greece, Performance levels, Service quality assurance, Shops ArticleType: Research paper View HTML | View PDF (114 KB) | Reprints & Permissions
1464349	Customer service quality in the Greek Cypriot banking industry Huseyin Arasli, Salime Mehtap-Smadi, Salih Turan Katircioglu (pp. 41-56) Keywords: Banks, Customer services quality, Cyprus ArticleType: Research paper View HTML | View PDF (117 KB) | Reprints & Permissions
1464350	An empirical investigation of the role of culture on service recovery expectations Argyro Kanousi (pp. 57-69) Keywords: Culture (sociology), International marketing, Service operations, Surveys ArticleType: Research paper View HTML | View PDF (87 KB) | Reprints & Permissions
1464351	Transformational leadership and service quality in UAE hospitals Naceur Jabnoun, Aisha Juma AL Rasasi (pp. 70-81) Keywords: Customer services quality, Hospitals, SERVQUAL, Transactional leadership, Transformational leadership, United Arab Emirates ArticleType: Research paper View HTML | View PDF (85 KB) | Reprints & Permissions
1464352	Assessing readiness for six sigma in a service setting Rhonda L. Hensley, Kathryn Dobie (pp. 82-101) Keywords: Customer services quality, Organizational planning, Quality programmes ArticleType: Research paper View HTML | View PDF (117 KB) | Reprints & Permissions
1464353	Winning at the first and second moments of truth: an exploratory study Martin Löfgren (pp. 102-115) Keywords: Consumer behaviour, Packaging, Services ArticleType: Research paper View HTML | View PDF (150 KB) | Reprints & Permissions

Book Review

ISO 9001:2000: Achieving Compliance and Continuous Improvement in Software Development Companies

Item No:	Item Information
1464346	ISO 9001:2000: Achieving Compliance and Continuous Improvement in Software Development Companies Journal: Managing Service Quality Vol : 15 Issue: 1 Author(s): K. Narasimhan View HTML