Managing Service Quality: An International Journal: Volume 13 Issue 4

Customer‐minded growth through services

Sandra Vandermerwe

How corporations can achieve growth, especially in these uncertain economic times, is a preoccupying concern for both academics and practitioners alike today. Many of the old…

A generic conceptual framework of interactive service quality

Göran Svensson

Generally, the article provides a fundament beyond the state‐of‐the‐art construct of service quality. In particular, the content is dedicated to the construct of interactive…

Service quality: a fulfilment‐oriented and interactions‐centred approach

Adenekan Dedeke

This paper proposes a different approach to, and definition of, service quality. Service quality is framed as being dependent on composite results that a service provider and its…

Comparing the quality of private and public hospitals

Naceur Jabnoun, Mohammed Chaker

Healthcare is a highly competitive global industry. People accept to travel to remote parts of the world in order to receive the service quality they hope for. Patients usually…

Quality management framework for a virtual enterprise network: a multi‐agent approach

H.C.W. Lau, Christina W.Y. Wong, Eric W.T. Ngai, I.K. Hui

Globalization and the borderless marketplace have created an opportunity for companies to come together to work on projects that could otherwise not be completed through the…

Establishment and applications of the integrated model of service quality measurement

Ching‐Chow Yang

The improvement of service quality has become a major strategy for improving competitiveness. The identification of customers’ requirements and the measurement of satisfaction…