| 1500350 |
A Pyrrhic victory: The implications of an unlimited broadening of the concept of services
Bernd Stauss
(pp. 219-229)
Keywords:
Perception,
Services,
Services marketing
ArticleType: Viewpoint
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(78 KB)
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| 1500351 |
From prescription to description: a critique and reorientation of service culture
Per Skålén, Tore Strandvik
(pp. 230-244)
Keywords:
Health services,
Operations management,
Organizational culture,
Services
ArticleType: Research paper
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(158 KB)
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| 1500352 |
Customers’ expectations of service in Greek fitness centers: Gender, age, type of sport center, and motivation differences
Yanni Afthinos, Nicholas D. Theodorakis, Pantelis Nassis
(pp. 245-258)
Keywords:
Customer services quality,
Fitness centres,
Greece
ArticleType: Research paper
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(91 KB)
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| 1500353 |
Diagnosing the zone of tolerance for hotel services
Halil Nadiri, Kashif Hussain
(pp. 259-277)
Keywords:
Customer satisfaction,
Cyprus,
Hotels,
Service quality assurance,
Tolerances
ArticleType: Research paper
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(181 KB)
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| 1500354 |
A strategic service quality approach using analytic hierarchy process
Clare Chua Chow, Peter Luk
(pp. 278-289)
Keywords:
Analytical hierarchy process,
Competitive strategy,
Customer satisfaction,
Gap analysis,
Service quality assurance,
SERVQUAL
ArticleType: Research paper
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(166 KB)
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| 1500355 |
A study of the ISO 9000 certification process: consultant profiles and company behaviour
Frederic Marimon Viadiu, Eduard Cristóbal Fransi
(pp. 290-305)
Keywords:
Assessment,
ISO 9000 series,
Management consultancy,
Quality,
Spain
ArticleType: Research paper
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(180 KB)
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| 1500356 |
A case study of service failure and recovery within an international airline
David Bamford, Tatiana Xystouri
(pp. 306-322)
Keywords:
Airlines,
Customer services quality,
International travel,
Service failures,
Service improvements
ArticleType: Research paper
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(315 KB)
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