Managing Service Quality: An International Journal: Volume 16 Issue 1
Table of contents
Executive development for services: a report from the front lines
Roger HallowellTo discuss best practice for executive development for services.
Biometrics: the next frontier in service excellence, productivity and security in the service sector
Loizos Heracleous, Jochen WirtzTo explore the potential role of biometric technologies in driving service excellence, productivity and security in the service sector, and their role in fostering sustainable…
Re‐thinking the conceptualization of customer value and service quality within the service‐profit chain
Rhett H. Walker, Lester W. Johnson, Sean LeonardTo provide an alternative view of customer value and service quality as conceptualized in the service‐profit chain.
The hierarchical structure of service quality: integration of technical and functional quality
Gi‐Du KangTo extend understanding of service quality by empirically examining the conceptualisation of service quality (both technical and functional).
Online service attributes available on apparel retail web sites: an E‐S‐QUAL approach
Minjeong Kim, Jung‐Hwan Kim, Sharron J. LennonPurpose – This paper aims first, to identify online service attributes that facilitate efficient and effective shopping, purchasing, and delivery based on the modified E‐S‐QUAL…
The consumer direct services revolution in grocery retailing: an exploratory investigation
Christoph Teller, Herbert Kotzab, David B. GrantTo provide empirical evidence and explanation of the phenomenon that providers of home delivery of groceries are still of minor importance in highly concentrated retail markets.