Managing Service Quality: An International Journal: Volume 20 Issue 5

Service quality dimensions of hybrid services

Shirshendu Ganguli, Sanjit Kumar Roy

This paper aims to identify the dimensions of service quality in the case of hybrid services.

E‐services as resources in customer value creation: A service logic approach

Johanna Gummerus

This study seeks to adopt the perspective of service (dominant) logic to investigate the impact of three resource inputs (service content, service process, and service…

Critical factors for effective implementation of ISO 9001 in SME service companies

Evangelos L. Psomas, Christos V. Fotopoulos, Dimitrios P. Kafetzopoulos

The purpose of this study is to investigate the critical factors for the effective implementation of the ISO 9001 standard in small and medium enterprises (SMEs) operating in the…

The effect of productivity and quality on profitability in US airline industry: An empirical investigation

Mahour Mellat Parast, Elham (Ellie) H. Fini

This study aims to investigate the effect of productivity and quality on profitability in the US airline industry.

Updating service operations

Joanne S. Sulek, Rhonda L. Hensley

The purpose of this paper was to develop a customer‐oriented systems approach to updating a service operation. The approach will allow managers to gather information, make changes…