| 1597935 |
Observation of listening behaviors in retail service encounters
Donelda S. McKechnie, Jim Grant, Vishal Bagaria
(pp. 116-133)
Keywords:
Communication,
Listening,
Mystery shoppers,
Retail service industries
ArticleType: Research paper
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(106 KB)
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| 1597936 |
Effects of service quality dimensions on behavioural purchase intentions: A study in public-sector transport
Manuel Sánchez Pérez, Juan Carlos Gázquez Abad, Gema María Marín Carrillo, Raquel Sánchez Fernández
(pp. 134-151)
Keywords:
Consumer behaviour,
Customer services quality,
Public sector organizations,
Purchasing,
Spain,
Transportation
ArticleType: Research paper
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(183 KB)
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| 1597937 |
Customer satisfaction with waits in multi-stage services
Rhonda L. Hensley, Joanne Sulek
(pp. 152-173)
Keywords:
Customer satisfaction,
Customer service management,
Customer services quality,
Leisure activities,
Service levels
ArticleType: Research paper
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(187 KB)
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| 1597938 |
Waiting time influence on the satisfaction-loyalty relationship in services
Frédéric Bielen, Nathalie Demoulin
(pp. 174-193)
Keywords:
Customer loyalty,
Customer satisfaction,
Service levels
ArticleType: Research paper
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(188 KB)
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| 1597939 |
The current state of six sigma application in services
Ayon Chakrabarty, Kay Chuan Tan
(pp. 194-208)
Keywords:
Critical success factors,
Performance measures,
Services,
Six sigma
ArticleType: Literature review
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(92 KB)
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| 1597940 |
Applying the TOC five-step focusing process in the service sector: A banking subsystem
Richard A. Reid
(pp. 209-234)
Keywords:
Banking,
Continuous improvement
ArticleType: Case study
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(493 KB)
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