Managing Service Quality: An International Journal: Volume 19 Issue 5
Table of contents
The role of competence in initiating the transition from products to service
Margareta Bjurklo, Bo Edvardsson, Heiko GebauerThe aim of this paper is to suggest a new competence‐based framework for describing and analysing the initiation of the transition of goods‐dominant companies to service…
Retail service dynamics in a rural tourism community: Implications for customer relationship management
Jessica L. Hurst, Linda S. Niehm, Mary A. LittrellThe purpose of this paper is to focus on the use of retail customer service as a value added component and potential success strategy for rural tourism retailers. More…
Employee perceptions of service quality in a call centre
Prabha Ramseook‐Munhurrun, Perunjodi Naidoo, Soolakshna D. Lukea‐BhiwajeeThe purpose of this paper is to assess service quality of a call centre as perceived by its employees using the SERVQUAL model. It also aims to explore factors predicting…
A Six Sigma approach for integrated solutions
Florian Johannsen, Susanne LeistThe purpose of this paper is to develop a proposed Six Sigma approach for integrated solutions of goods and services.
Technical and functional determinants of customer satisfaction in the bank‐SME relationship
Nicolaus Lundahl, Fatima Vegholm, Lars SilverThe purpose of this study is to investigate the influence of the technical and functional dimensions of service management on customer satisfaction in the bank‐SME relationship.
Internal market orientation in Indian banking: an empirical analysis
Gurjeet Kaur, R.D. Sharma, Nitasha SeliThis paper aims to examine the level of internal market orientation (IMO) in Indian banking as seen from the perspective of internal customers and suppliers, particularly with…