Managing Service Quality: An International Journal: Volume 11 Issue 3
Table of contents
The perceived service quality concept – a mistake?
Christian GrönroosCompares traditional marketing models to service marketing models, stating that the most important characteristic of services is the fact that services are processes, not things…
Call centre management: is service quality a priority?
Audrey GilmoreIn recent years the call centre industry has grown rapidly in size and popularity. In so doing the industry has been perceived to suffer from some of the problems associated with…
Customer value creation business through learning processes with customers: case studies of venture businesses in Japan
Mitsuru KodamaThis article discusses business processes that are capable of creating new value with many new customers and in which enterprises and customers both achieve innovation through the…
Advent of e‐business concepts in legal services and its impact on the quality of service
Lindsey Muir, Alex DouglasThis paper examines the rise of electronic‐commerce and its implications for quality and service delivery with particular reference to its impact on legal services. E‐commerce is…
Survey timing and consumer perceptions of service quality: an overview of empirical evidence
Martin O’Neill, Adrian PalmerReports on a program of research to learn more about the effects of survey timing on customers’ perceptions of service quality. Argues that an individual’s perceptions of service…
The system dynamics model for engineering services
C.L. Lai, W.H. Ip, W.B. LeeService industry is recognized as being an important industry in Hong Kong and continues to support manufacturing bases in China and other low cost manufacturing countries…
Managing customer expectations in professional services
Jukka OjasaloThis article is based on an empirical study and describes an approach for managing customer expectations to achieve long‐term quality and customer satisfaction in professional…
Activity‐based cost management in financial services industry
Mostaque Hussain, A. GunasekaranThe rapid advancement of enormously expanding information technologies and vigorous global competition have caused the irrelevance of conventional management accounting systems…