Managing Service Quality: An International Journal: Volume 11 Issue 3

The perceived service quality concept – a mistake?

Christian Grönroos

Compares traditional marketing models to service marketing models, stating that the most important characteristic of services is the fact that services are processes, not things…

Call centre management: is service quality a priority?

Audrey Gilmore

In recent years the call centre industry has grown rapidly in size and popularity. In so doing the industry has been perceived to suffer from some of the problems associated with…

Customer value creation business through learning processes with customers: case studies of venture businesses in Japan

Mitsuru Kodama

This article discusses business processes that are capable of creating new value with many new customers and in which enterprises and customers both achieve innovation through the…

Advent of e‐business concepts in legal services and its impact on the quality of service

Lindsey Muir, Alex Douglas

This paper examines the rise of electronic‐commerce and its implications for quality and service delivery with particular reference to its impact on legal services. E‐commerce is…

Survey timing and consumer perceptions of service quality: an overview of empirical evidence

Martin O’Neill, Adrian Palmer

Reports on a program of research to learn more about the effects of survey timing on customers’ perceptions of service quality. Argues that an individual’s perceptions of service…

The system dynamics model for engineering services

C.L. Lai, W.H. Ip, W.B. Lee

Service industry is recognized as being an important industry in Hong Kong and continues to support manufacturing bases in China and other low cost manufacturing countries…

Managing customer expectations in professional services

Jukka Ojasalo

This article is based on an empirical study and describes an approach for managing customer expectations to achieve long‐term quality and customer satisfaction in professional…

Activity‐based cost management in financial services industry

Mostaque Hussain, A. Gunasekaran

The rapid advancement of enormously expanding information technologies and vigorous global competition have caused the irrelevance of conventional management accounting systems…

Card Games for Developing Service

K. Narasimhan