Managing Service Quality: An International Journal: Volume 13 Issue 6

Is self‐service the future of services?

James A. Fitzsimmons

Describes all the automated processes that can be utilised when making a business trip and how human interaction within the service sector has been replaced by machines. This has…

E‐government: the realities of using IT to transform the public sector

Shirley‐Ann Hazlett, Frances Hill

This paper examines how electronic government is being used in the delivery and improvement of public services in the UK, and the actual and potential problems inherent in this…

E‐service quality and the public sector

Joan Buckley

Definitions of e‐service and e‐government are considered in seeking to contextualise the discussion, and a distinction is drawn between e‐government and e‐public service. Current…

A critical review of e‐service in Northern Ireland Electricity

Joan Henderson, Eddie McGoldrick, Rodney McAdam

This paper presents a critical review of e‐service in Northern Ireland Electricity, highlighting the challenges faced by a large electrical utility, in integrating IT with…

Improving satisfaction with bank service offerings: measuring the contribution of each delivery channel

Lia Patrício, Raymond P. Fisk, João Falcão e Cunha

This article presents the results of a qualitative study of a Portuguese bank regarding customer use of Internet banking integrated in a multi‐channel offering that includes high…

E‐quality in the e‐services provision of legal practices

Alex Douglas, Lindsey Muir, Karon Meehan

This paper examines the quality issues facing private legal practices as they try to offer services on the Internet. The threats and opportunities from offering high quality…

Investigating the adoption of electronic customer service by Australian businesses

Don Thi Hong Chau Nguyen, Jamie Murphy, Doina Olaru

This study investigates electronic customer service, e‐service, by Australian organisations, replicating and building on Heuchan et al.’s study of relationships among…

Internet users' perceptions of online service quality: a comparison of online buyers and information searchers

Shaohan Cai, Minjoon Jun

Service quality is widely accepted as one of the key determinants of online retailers' success. This exploratory study identified four key dimensions of online service quality as…

Tailoring e‐service quality through CRM

Călin Gurău

The specific advantages of the Internet as a transaction and communication channel present new opportunities for businesses to create a long‐term relationship with their…