Managing Service Quality: An International Journal: Volume 11 Issue 2
Table of contents
Improve service by acting small
Leonard L. BerryCan businesses that deliver services through multiple distribution points significantly improve their reputations for quality? Yes, but these businesses must overcome the common…
ISO in the service sector: perceptions of small professional firms
Rodney McAdam, Norman CanningThere is a need to evaluate the ISO system in respect of the 1994 amendments for service industries. This paper examines the impact that ISO 9000 has had in the service sector by…
Upgrading quality in urban mobility systems
Rosa´rio Maca´rioThe essential characteristic of a system is the interaction of its parts. Consequently the individual improvement in the performance of its parts taken separately, although…
Improving the measurement of customer satisfaction: a test of three methods to reduce halo
Jochen WirtzMany firms measure customer satisfaction on an attribute‐by‐attribute level. Past research has shown that halo errors can pose a serious threat to the interpretability of such…
Service guarantees: a strategic mechanism to minimise customers’ perceived risk in service organisations
Jay Kandampully, Liam ButlerService offerings are largely intangible in nature. Customers are thus unable to assess the purchase outcome prior to experience, rendering the risk of possible customer…
Service quality and e‐commerce: an exploratory analysis
J. Cox, B.G. DaleExamines the applicability of determinants identified in a physical services environment to assess the services relating to e‐commerce. It is argued that the lack of human…
Total quality management in UK service organisations: some key findings from a survey
Joanna Hing Yee Tsang, Jiju AntonyTotal quality management (TQM) is an integrative management philosophy aimed at continuously improving the performance of products, processes and services to achieve and surpass…