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Managing Service Quality

Volume 15 Issue 2

Published: 2005 | Start Page: 127

Special Issue: QUIS 9 symposium – service excellence in management

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Articles

Articles
Article No:	Article Information:
1464355	Service quality: beyond cognitive assessment Bo Edvardsson (pp. 127-131) Keywords: Consumer behaviour, Customer service management, Customers, Perception ArticleType: Viewpoint View HTML \| View PDF (53 KB) \| Reprints & Permissions
1464356	Service quality as an important dimension of brand equity in Swiss services industries Thomas Bamert, Hans Peter Wehrli (pp. 132-141) Keywords: Brand equity, Customer services quality, Experimental design, Service industries, Switzerland ArticleType: Research paper View HTML \| View PDF (183 KB) \| Reprints & Permissions
1464357	A manufacturer becoming service provider – challenges and a paradox Saara Brax (pp. 142-155) Keywords: Industrial services, Manufacturing systems, Organizational change, Services ArticleType: Research paper View HTML \| View PDF (89 KB) \| Reprints & Permissions
1464358	Fading customer relationships in professional services Helena Åkerlund (pp. 156-171) Keywords: Banking, Buyer-seller relationships, Private sector organizations, Relationship marketing, Services ArticleType: Research paper View HTML \| View PDF (136 KB) \| Reprints & Permissions
1464359	Does customer satisfaction lead to profitability?: The mediating role of share-of-wallet Timothy L. Keiningham, Tiffany Perkins-Munn, Lerzan Aksoy, Demitry Estrin (pp. 172-181) Keywords: Customer retention, Customer satisfaction, Profit, Services marketing ArticleType: Research paper View HTML \| View PDF (102 KB) \| Reprints & Permissions
1464360	E-services and offline fulfilment: how e-loyalty is created Janjaap Semeijn, Allard C.R. van Riel, Marcel J.H. van Birgelen, Sandra Streukens (pp. 182-194) Keywords: Internet, Loyalty schemes, Quality, Services ArticleType: Research paper View HTML \| View PDF (121 KB) \| Reprints & Permissions
1464361	The importance of attitude and appearance in the service encounter in retail and hospitality Dennis Nickson, Chris Warhurst, Eli Dutton (pp. 195-208) Keywords: Employees, Service industries, Skills ArticleType: Research paper View HTML \| View PDF (160 KB) \| Reprints & Permissions

Book Review

Service Quality: Research Perspectives
Item No:	Item Information
1464354	Service Quality: Research Perspectives Journal: Managing Service Quality Vol : 15 Issue: 2 Special Issue: QUIS 9 symposium – service excellence in management Author(s): K. Narasimhan View HTML