Managing Service Quality: An International Journal: Volume 16 Issue 4

Global trends and challenges in services

Marianna Sigala, Evangelos Christou

The purpose of this paper is to introduce the theme of the special issue on global trends and challenges in services.

Student satisfaction and quality of service in Italian universities

Luca Petruzzellis, Angela Maria D'Uggento, Salvatore Romanazzi

In order to face the new competitive scenario, Italian universities are involved in a change process and are trying to adopt an entrepreneurial approach to better serve their…

The importance of service quality in bank selection for mortgage loans

Constantine Lymperopoulos, Ioannis E. Chaniotakis, Magdalini Soureli

This project aims to offer an in‐depth understanding of bank customers' buying behaviour in relation to the selection process, and provide bank managers with useful insight into…

Bank service quality: evidence from five Balkan countries

Niki Glaveli, Eugenia Petridou, Chris Liassides, Charalambos Spathis

Despite the rapid growth and internationalisation of services and financial services in particular, managers realise that to successfully leverage service quality as a global…

Mass customisation implementation models and customer value in mobile phones services: Preliminary findings from Greece

Marianna Sigala

To analyse the mass customisation strategies (MC) developed by mobile phone operators and to identify the types of customer value perceived by mobile phone users that customise…

Investigating the impact of business‐process‐competent information systems (ISs) on business performance

Malamatenia‐Alma A. Pantazi, Nikolaos B. Georgopoulos

Investments in information systems (ISs) seem to suffer from the productivity paradox. In this article three interpretations of this paradox are explored and a business process…

Team Metrics: Resources for Measuring and Improving Team Performance

K. Narasimhan