Managing Service Quality: An International Journal: Volume 11 Issue 5
Table of contents
The dot‐com meltdown: what does it mean for teaching and research in services?
Christopher LovelockGives a brief review of factors underlying dot‐com failures. Suggests implications for future research and teaching in different aspects of service management, concluding that…
Cross‐national assessment of service quality in the telecommunication industry: evidence from the USA and Germany
Birgit Leisen, Charles VanceThe successful standardization of service quality in the telecommunication industry across multiple nations demands, as a precondition, that the countries in question expose…
Integrated management systems: a model based on a total quality approach
G. Wilkinson, B.G. DaleDescribes a model based on empirical research which provides the details of an integrated management system and takes into account existing and accepted definitions of quality…
Management of standardised public services: a comprehensive approach to quality assessment
A. Ancarani, G. CapaldoProposes a comprehensive approach to support the activities of companies that provide public services. This approach consists of several steps. Defines an appropriate set of…
The integrated evaluation model for administration quality based on service time
Jann‐Pygn Chen, Chi‐Kuang N. Chen, K.S. ChenIncreasing the service quality in administrative areas is a critical factor facing the service industry today. This is supported by the latest version of the international quality…
An empirical assessment of internal customer service
Steve Farner, Fred Luthans, Steven M. SommerThe quality service movement is often accused of being merely slogans, fads, and “hot topics”. In an effort to counter this assumption and continuously improve organizational…
A model for measuring customer satisfaction within an academic center of excellence
Kathleen Dodge Kelsey, Julie A. BondCustomer satisfaction has recently become a concern of academic institutions with the commercialization of scholarship. Describes a process for capturing the authentic domain of…