Managing Service Quality: An International Journal: Volume 11 Issue 6

Service and technology: opportunities and paradoxes

Mary Jo Bitner

Technology is profoundly changing the nature of services and the ways in which firms interact with their customers. The result, while positive, also has its downside. This paper…

Using SERVQUAL to assess customer satisfaction with public sector services

Mik Wisniewski

The UK Government’s Best Value initiative is intended to ensure that local authorities provide best value in service delivery and emphasises the importance of ensuring a clear…

Service improvements in public services using SERVQUAL

Alexandria Brysland, Adrienne Curry

This paper begins by explaining the new context in which public services are delivered and why improving service quality is especially relevant. The SERVQUAL model has been used…

Quality evaluation in on‐line service environments: an application of the importance‐performance measurement technique

Martin O’Neill, Christine Wright, Frank Fitz

This paper investigates the conceptualisation and measurement of service quality in on‐line service environments. It reports the findings from an exploratory study of consumer…

Integrating SERVQUAL and Kano’s model into QFD for service excellence development

Kay C. Tan, Theresia A. Pawitra

With increasing market competition, it is not sufficient for organizations to rely solely on continuous improvement in order to maintain and develop their competitive edge. There…

Relationship between measures of service quality and satisfaction of spectators in professional sports

Nicholas Theodorakis, Chris Kambitsis, Athanasios Laios

This paper attempts to examine the relationship between service quality and customer satisfaction in spectator sports. The relationship between these two constructs is examined…