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Managing Service Quality

Volume 16 Issue 5

Published: 2006 | Start Page: 442

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Articles

Articles
Article No:	Article Information:
1575781	A longitudinal examination of the asymmetric impact of employee and customer satisfaction on retail sales Timothy L. Keiningham, Lerzan Aksoy, Bruce Cooil, Kenneth Peterson, Terry G. Vavra (pp. 442-459) Keywords: Business performance, Customer satisfaction, Job satisfaction, United States of America ArticleType: Research paper View HTML \| View PDF (146 KB) \| Reprints & Permissions
1575782	Links between service climate, employee commitment and employees' service quality capability Marie Mikic Little, Alison M. Dean (pp. 460-476) Keywords: Australia, Call centres, Customer services quality, Job satisfaction, Service climate ArticleType: Research paper View HTML \| View PDF (180 KB) \| Reprints & Permissions
1575783	Operational challenges in the call center industry: a case study and resource-based framework Eric P. Jack, Tom A. Bedics, Charles E. McCary (pp. 477-500) Keywords: Call centres, Customer services quality, Demand management, United States of America ArticleType: Conceptual paper View HTML \| View PDF (170 KB) \| Reprints & Permissions
1575784	Path analysis of perceived service quality, satisfaction and loyalty in Greek insurance Evangelos Tsoukatos, Graham K. Rand (pp. 501-519) Keywords: Customer loyalty, Customer satisfaction, Greece, Insurance, SERVQUAL ArticleType: Research paper View HTML \| View PDF (129 KB) \| Reprints & Permissions
1575785	Which service quality dimensions are important in inbound tourism?: A case study in a peripheral location Anna-Karin Jonsson Kvist, Bengt Klefsjö (pp. 520-537) Keywords: SERVQUAL, Sweden, Tourism ArticleType: Research paper View HTML \| View PDF (229 KB) \| Reprints & Permissions
1575786	Growth, customer service and profitability Southwest style Dawna L. Rhoades (pp. 538-547) Keywords: Airlines, Business development, Customer services quality, Job satisfaction, Strategic management, United States of America ArticleType: Research paper View HTML \| View PDF (74 KB) \| Reprints & Permissions

Book Review

Improving Service Quality in the Global Economy
Item No:	Item Information
1575780	Improving Service Quality in the Global Economy Journal: Managing Service Quality Vol : 16 Issue: 5 Author(s): K. Narasimhan View HTML

Editorial

Services Global Awards
Item No:	Item Information
1575787	Services Global Awards Journal: Managing Service Quality Vol : 16 Issue: 5 Author(s): Jay Kandampully View HTML

Emerald Literati Network

2006 Awards for Excellence
Item No:	Item Information
1575788	2006 Awards for Excellence Journal: Managing Service Quality Vol : 16 Issue: 5 View HTML