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Managing Service Quality

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Articles

Articles

Article No:	Article Information:
1615783	The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share-of-wallet Timothy L. Keiningham, Bruce Cooil, Lerzan Aksoy, Tor W. Andreassen, Jay Weiner (pp. 361-384) Keywords: Customer loyalty, Customer retention, Customer satisfaction ArticleType: Research paper View HTML | View PDF (310 KB) | Reprints & Permissions
1615784	Values-based service quality for sustainable business Bo Enquist, Bo Edvardsson, Samuel Petros Sebhatu (pp. 385-403) Keywords: Ecology, Economic sustainability, Service levels, Sustainable development, Value added ArticleType: Research paper View HTML | View PDF (199 KB) | Reprints & Permissions
1615785	Can banks improve customer relationships with high quality online services? Carmel Herington, Scott Weaven (pp. 404-427) Keywords: Australia, Customer loyalty, Customer relations, Customer satisfaction, Customer services quality, Virtual banking ArticleType: Research paper View HTML | View PDF (177 KB) | Reprints & Permissions
1615786	An intersector analysis of the relevance of service in building a strong retail brand Bernhard Swoboda, Frank Haelsig, Dirk Morschett, Hanna Schramm-Klein (pp. 428-448) Keywords: Brand equity, Brands, Quality, Retailers, Retailing, Service levels ArticleType: Research paper View HTML | View PDF (269 KB) | Reprints & Permissions
1615787	Customisation – moving customers away from the dull conformity of brand loyalty Mario J. Miranda, László Kónya (pp. 449-467) Keywords: Australia, Brand loyalty, Brands, Consumer behaviour, Customization ArticleType: Research paper View HTML | View PDF (159 KB) | Reprints & Permissions
1615788	Cultural influences on service quality and customer satisfaction: evidence from Greek insurance Evangelos Tsoukatos, Graham K. Rand (pp. 467-485) Keywords: Culture, Customer satisfaction, Customer services quality, Greece, Insurance, SERVQUAL ArticleType: Research paper View HTML | View PDF (114 KB) | Reprints & Permissions

Book Review

The Six Sigma Performance Handbook: A Statistical Guide to Optimizing

Item No:	Item Information
1615781	The Six Sigma Performance Handbook: A Statistical Guide to Optimizing Journal: Managing Service Quality Vol : 17 Issue: 4 Author(s): K. Narasimhan View HTML

Quality (4th ed.)

Item No:	Item Information
1615782	Quality (4th ed.) Journal: Managing Service Quality Vol : 17 Issue: 4 Author(s): K. Narasimhan View HTML