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Managing Service Quality

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Managing Service Quality

Volume 16 Issue 1

Published: 2006 | Start Page: 6

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Articles

Articles
Article No:	Article Information:
1537939	Executive development for services: a report from the front lines Roger Hallowell (pp. 6-11) Keywords: Customer loyalty, Management development ArticleType: Viewpoint View HTML \| View PDF (54 KB) \| Reprints & Permissions
1537940	Biometrics: the next frontier in service excellence, productivity and security in the service sector Loizos Heracleous, Jochen Wirtz (pp. 12-22) Keywords: Airlines, Service delivery, Singapore, Strategic alignment ArticleType: Research paper View HTML \| View PDF (176 KB) \| Reprints & Permissions
1537941	Re-thinking the conceptualization of customer value and service quality within the service-profit chain Rhett H. Walker, Lester W. Johnson, Sean Leonard (pp. 23-36) Keywords: Customer satisfaction, Profit, Service quality assurance ArticleType: Conceptual paper View HTML \| View PDF (160 KB) \| Reprints & Permissions
1537942	The hierarchical structure of service quality: integration of technical and functional quality Gi-Du Kang (pp. 37-50) Keywords: Service quality assurance, SERVQUAL ArticleType: Research paper View HTML \| View PDF (448 KB) \| Reprints & Permissions
1537943	Online service attributes available on apparel retail web sites: an E-S-QUAL approach Minjeong Kim, Jung-Hwan Kim, Sharron J. Lennon (pp. 51-77) Keywords: Electronic commerce, Service quality assurance ArticleType: Research paper View HTML \| View PDF (143 KB) \| Reprints & Permissions
1537944	The consumer direct services revolution in grocery retailing: an exploratory investigation Christoph Teller, Herbert Kotzab, David B. Grant (pp. 78-96) Keywords: Consumers, Internet, Retailing ArticleType: Research paper View HTML \| View PDF (428 KB) \| Reprints & Permissions

Book Review

Complaint Management: The Heart of CRM
Item No:	Item Information
1537938	Complaint Management: The Heart of CRM Journal: Managing Service Quality Vol : 16 Issue: 1 Author(s): Jochen Wirtz View HTML

Editorial

Service innovators
Item No:	Item Information
1537945	Service innovators Journal: Managing Service Quality Vol : 16 Issue: 1 Author(s): Jay Kandampully View HTML