Managing Service Quality: An International Journal: Volume 12 Issue 4

Consumer performance and quality in services

John Bateson

This article argues for the pivotal role of consumer performance in services – the quality of the ability of the consumer to fulfil their production role. It argues that script…

Chinese cultural values and total quality climate

Carlos Noronha

In view of the scarcity of studies on the relationship between national culture and total quality management (TQM), this paper examines the impact of Chinese cultural values on…

Can perceptions of service quality predict behavioral intentions? An exploratory study in the hotel sector in Greece

Konstantinos Alexandris, Nikos Dimitriadis, Dimitra Markata

The purpose of this study was to investigate the degree to which behavioral intentions could be explained by service quality dimensions. Zeithmal et.’s theoretical framework was…

Management accounting and performance measures in Japanese banks

Mostaque Hussain, A. Gunasekaran

Traditional management accounting (MA) has certain limitations, and this highlights the need to examine the nature of cost‐management practices. The implications of non‐financial…

An exploration of managerial issues in call centres

Colin Armistead, Julia Kiely, Linda Hole, Jean Prescott

This paper explores managerial issues in call centres through two intensive case studies in UK organisations, supplemented by interviews with five operations managers in other…

The emergence of e‐market services in the Australian mining industry: Ludowici Mineral Processing Pty Ltd, Quadrem eMarketplace, and Austrade eMarket Services

Helen Lassen, Jay Kandampully, Sunita Barker

Computer‐mediated business transactions have transformed the relationship between buyer and seller, and have revolutionised the procurement process. Through the advent of…