Table of contents
Transforming the service idea – a communication and learning process
Patrik Gottfridsson, Anna StålhammarThis paper is about service innovation processes and especially about how an idea about a new service proposition is realized and gradually transformed during the process. The…
ISO 9001 in health service sector: a review and future research proposal
Tri Rakhmawati, Sik Sumaedi, Nidya Judhi Astrini– This paper aims to describe the state-of-the-art in ISO 9001 research in healthcare service sector and propose the future research agenda.
A structural equation model of effective variables on service quality in capital industrial goods sector
Seyed Hamid Reza Ghasemian, Naser Azad, Hamid SeyedaliakbarThe purpose of this research is analyzing the service quality in capital industrial goods sector by developing a model and new view. So the authors studied several models and…
Design of service capacity for the ground crew at the airport check-in counters
Zhuo Xin, Danping Lin, Youfang Huang, Wenwen Cheng, Chee Chong Teo– The purpose of this paper is to present an integrative approach for the problem of service capacity design for the ground crew at the airport check-in counters.
Measures that matters: service quality in IT service management
Stefan Cronholm, Nicklas SalomonsonIT service management (ITSM) is a discipline for management and maintenance of IT-systems and is claimed to play a critical role in supporting and satisfying business…
The impact of customer knowledge and customer relationship management on service quality
Shu-Mei Tseng, Pin-Hong WuEnterprises realize that customers are their most important asset and recognize that a high level of customer satisfaction can only be achieved by enhancing service quality. Thus…
ISSN:
1756-669XOnline date, start – end:
2009Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Riadh Ladhari