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Managing Service Quality

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Articles

Articles

Article No:	Article Information:
1742523	Investigating the “new product acceptance function” in Greek enterprises: The quality-accessibility relationship Maria Salamoura, Vasilis Angelis, John Kehagias, Constantine Lymperopoulos (pp. 425-441) Keywords: Consumer behaviour, Greece, New products, Product quality ArticleType: Research paper View HTML | View PDF (101 KB) | Reprints & Permissions
1742524	Measuring and applying the PAKSERV service quality construct: Evidence from a South African cultural context Stephen Graham Saunders (pp. 442-456) Keywords: Banking, Culture, Customer services quality, South Africa ArticleType: Research paper View HTML | View PDF (211 KB) | Reprints & Permissions
1742525	Effects of e-government on service design as perceived by employees Maria Åkesson, Bo Edvardsson (pp. 457-478) Keywords: Communication technologies, Public administration, Public sector, Service delivery, Sweden ArticleType: Research paper View HTML | View PDF (222 KB) | Reprints & Permissions
1742526	Antecedents and consequences of relationship quality in athletic services Pinelopi Athanasopoulou (pp. 479-495) Keywords: Buyer-seller relationships, Customer relations, Fitness centres, Relationship marketing ArticleType: Case study View HTML | View PDF (102 KB) | Reprints & Permissions
1742527	Integrated customer relationship management for service activities: An internal/external gap model Sergios Dimitriadis, Eric Stevens (pp. 496-511) Keywords: Customer relations, Customer services quality, Gap analysis, Relationship marketing ArticleType: Conceptual paper View HTML | View PDF (153 KB) | Reprints & Permissions
1742528	After-sales service quality as an antecedent of customer satisfaction: The case of electronic appliances Irini D. Rigopoulou, Ioannis E. Chaniotakis, Constantine Lymperopoulos, George I. Siomkos (pp. 512-527) Keywords: After-sales services, Customer satisfaction, Referral, Repeat buying, Retailing ArticleType: Research paper View HTML | View PDF (140 KB) | Reprints & Permissions

Guest editorial

Service quality and customer relationship management: interrelationships and implications

Item No:	Item Information
1742529	Service quality and customer relationship management: interrelationships and implications Journal: Managing Service Quality Vol : 18 Issue: 5 Special Issue: Service quality and customer relationship management: interrelationships and implications Author(s): Marianna Sigala View HTML

Call for papers

Special issue on interventionist research

Item No:	Item Information
1742530	Special issue on interventionist research Journal: Managing Service Quality Vol : 18 Issue: 5 Special Issue: Service quality and customer relationship management: interrelationships and implications View HTML

Special issue on the international dissemination of quality management

Item No:	Item Information
1742531	Special issue on the international dissemination of quality management Journal: Managing Service Quality Vol : 18 Issue: 5 Special Issue: Service quality and customer relationship management: interrelationships and implications View HTML