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Managing Service Quality
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Managing Service Quality

Volume 18 Issue 1

Published: 2008 | Start Page: 4

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Articles

Articles
Article No: Article Information:
1663089 Managing human resources for service excellence and cost effectiveness at Singapore Airlines
Jochen Wirtz, Loizos Heracleous, Nitin Pangarkar (pp. 4-19)
Keywords: Airlines, Empowerment, Selection, Service levels, Strategic alignment, Training
ArticleType: Case study
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1662918 Twenty years of service quality performance in the US airline industry
Dawna L. Rhoades, Blaise Waguespack Jr (pp. 20-33)
Keywords: Airlines, Complaints, Customer satisfaction, Customer services quality, United States of America
ArticleType: Research paper
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1662919 Quality convergence in airline co-brand alliances
Michael Tsantoulis, Adrian Palmer (pp. 34-64)
Keywords: Airlines, Brands, Customer services quality, Strategic alliances
ArticleType: Research paper
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1662920 Alternative measures of service quality: a review
Riadh Ladhari (pp. 65-86)
Keywords: Customer services quality, Psychometric tests, SERVQUAL
ArticleType: General review
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1662921 Customer-support service in the relationship perspective
Inger Roos, Bo Edvardsson (pp. 87-107)
Keywords: Customer relations, Customer services management, Telecommunications
ArticleType: Research paper
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