| 1501647 |
QUIS 9 symposium – service excellence in management
Anders Gustafsson
(pp. 133-134)
Keywords:
Quality awareness,
Service industries
ArticleType: Viewpoint
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(30 KB)
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| 1501648 |
Managing overall service quality in customer care centers: Empirical findings of a multi-perspective approach
Roland Kantsperger, Werner H. Kunz
(pp. 135-151)
Keywords:
Customer satisfaction,
Customer services quality,
Employees,
Service quality assurance
ArticleType: Research paper
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(188 KB)
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| 1501649 |
Dynamics of service attributes: a test of Kano's theory of attractive quality
Lars Nilsson-Witell, Anders Fundin
(pp. 152-168)
Keywords:
Service quality assurance,
Services
ArticleType: Research paper
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(107 KB)
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| 1501650 |
Assessing behavior before it becomes behavior: An examination of the role of intentions as a link between satisfaction and repatronizing behavior
Magnus Söderlund, Niclas Öhman
(pp. 169-185)
Keywords:
Behaviour,
Customer satisfaction,
Service industries
ArticleType: Research paper
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(112 KB)
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| 1501651 |
Communication as an element of service value
Kristina Heinonen, Tore Strandvik
(pp. 186-198)
Keywords:
Customer service management,
Marketing communications,
Service quality assurance
ArticleType: Research paper
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(159 KB)
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| 1501652 |
Video-based methodology: capturing real-time perceptions of customer processes
Per Echeverri
(pp. 199-209)
Keywords:
Customer orientation,
Customer satisfaction,
Passenger transport,
Services,
Transport services sector
ArticleType: Research paper
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(73 KB)
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