Managing Service Quality: An International Journal: Volume 14 Issue 4

Service quality dimensions: an examination of Grönroos’s service quality model

Gi‐Du Kang, Jeffrey James

Service quality researchers to date have paid scant attention to the issue of the dimensions of service quality. Much of the earlier work accepted the content measured by the…

Interactive service quality in service encounters: empirical illustration and models

Göran Svensson

Although the performance of services is done at an operative level, service is an important issue for the strategic, tactical, and operative business activities of companies. This…

Integrating current and competitive service‐quality level analyses for service‐quality improvement programs

Yong‐pil Kim, Seok‐hoon Lee, Deok‐gyun Yun

In competitive economic environments, a service‐quality improvement program (SQIP) should focus on customer satisfaction and should differentiate a company's service from its…

Moving the quality effort forward – the emerging role of the middle manager

Denis Harrington, Brian Williams

Improving quality has become the goal of many organisations and introducing such programmes has resulted in several accounts documenting the risks and failures attached to…

Service and safety quality in US airlines: pre‐ and post‐September 11th

Dawna L. Rhoades, Blaise P. Waguespack

Although the terrorist attacks on 11 September 2001 can be blamed for a number of problems currently plaguing the US airline industry, their effect on the service and safety…

Customer satisfaction using QFD: an e‐banking case

Marvin E. González, Gioconda Quesada, Federico Picado, Carl A. Eckelman

Research on service quality and customer satisfaction has become significant in the service industries. This study develops a case study that considers both external and internal…

The relative importance of technology in enhancing customer relationships in banking – a Scottish perspective

Adrienne Curry, Susan Penman

This paper sheds some light on the debate about the extent of use of IT in services, in this case in banking. In such a competitive sector where quality of service can be a…

Operations Management: Critical Perspectives on Business and Management

K. Narasimhan

Services Marketing: People, Technology, Strategy

K. Narasimhan