International Journal of Service Industry Management: Volume 4 Issue 2

Estimating Zones of Tolerance in Perceived Service Quality and Perceived Service Value

Veronica Liljander, Tore Strandvik

Focuses on proposing a new method for capturing the customer′s zoneof tolerance for service quality. Interprets the zone of tolerance as akind of inertia regarding behavioural…

Quality Criteria for Public Service: A Working Model

B. Terence Harwick, Marty Russell

Takes as its basis the development of the most comprehensivequality criteria for public service as yet developed in the USA. Reportson this development as a management assessment…

Service Problem Deployment: Transformation of Problem Information into Problem Prevention Activities

Bernd Stauss

States that customer satisfaction is the ultimate goal of totalquality management efforts in the service sector and that an essentialprerequisite in achieving this goal is the…

Designing a Contemporary Hotel Service Culture

Richard Teare

Proposes that a key question for hotel operators in the 1990s ishow to create and sustain a service culture which appeals to consumersand effectively differentiates their product…

Auditing and Awards for Service Quality

John Arne Ovretveit

Seeks to provide answers to the questions: How can institutionalpurchasers of services be sure that the quality of a service will beacceptable over the period of the contract? Can…