Managing Service Quality: An International Journal: Volume 11 Issue 6
Table of contents
Service and technology: opportunities and paradoxes
Mary Jo BitnerTechnology is profoundly changing the nature of services and the ways in which firms interact with their customers. The result, while positive, also has its downside. This paper…
Using SERVQUAL to assess customer satisfaction with public sector services
Mik WisniewskiThe UK Government’s Best Value initiative is intended to ensure that local authorities provide best value in service delivery and emphasises the importance of ensuring a clear…
Service improvements in public services using SERVQUAL
Alexandria Brysland, Adrienne CurryThis paper begins by explaining the new context in which public services are delivered and why improving service quality is especially relevant. The SERVQUAL model has been used…
Quality evaluation in on‐line service environments: an application of the importance‐performance measurement technique
Martin O’Neill, Christine Wright, Frank FitzThis paper investigates the conceptualisation and measurement of service quality in on‐line service environments. It reports the findings from an exploratory study of consumer…
Integrating SERVQUAL and Kano’s model into QFD for service excellence development
Kay C. Tan, Theresia A. PawitraWith increasing market competition, it is not sufficient for organizations to rely solely on continuous improvement in order to maintain and develop their competitive edge. There…
Relationship between measures of service quality and satisfaction of spectators in professional sports
Nicholas Theodorakis, Chris Kambitsis, Athanasios LaiosThis paper attempts to examine the relationship between service quality and customer satisfaction in spectator sports. The relationship between these two constructs is examined…