Managing Service Quality: An International Journal: Volume 15 Issue 1

Towards quality e‐service in the public sector:: The evolution of web sites in the local public service sector

Alessandro Ancarani

To define and test an approach for the evaluation of the quality of e‐service provided in the LPS sector.

Service quality and store performance: some evidence from Greece

Irene Daskalopoulou, Anastasia Petrou

To contribute to the largely unexplored issue of directly assessing the effect of service quality factors on store performance.

Customer service quality in the Greek Cypriot banking industry

Huseyin Arasli, Salime Mehtap‐Smadi, Salih Turan Katircioglu

To measure the service quality perceptions of Greek Cypriot bank customers and to examine the relationship between service quality, customer satisfaction and positive word of…

An empirical investigation of the role of culture on service recovery expectations

Argyro Kanousi

To investigate the impact of culture on service recovery expectations.

Transformational leadership and service quality in UAE hospitals

Naceur Jabnoun, Aisha Juma AL Rasasi

This paper investigates the relationship between transformational leadership and service quality in UAE hospitals. The paper first determined the level of satisfaction of patients…

Assessing readiness for six sigma in a service setting

Rhonda L. Hensley, Kathryn Dobie

The purpose of this paper is to develop a model to help service organizations assess their readiness for a six sigma program and to provide suggestions for methods of introducing…

Winning at the first and second moments of truth: an exploratory study

Martin Löfgren

To contribute to the theoretical work on products that contain both tangible (goods) and intangible (service) dimensions, by arguing that the consumption of physical goods and…

ISO 9001:2000: Achieving Compliance and Continuous Improvement in Software Development Companies

K. Narasimhan