Managing Service Quality: An International Journal: Volume 12 Issue 4
Table of contents
Consumer performance and quality in services
John BatesonThis article argues for the pivotal role of consumer performance in services – the quality of the ability of the consumer to fulfil their production role. It argues that script…
Chinese cultural values and total quality climate
Carlos NoronhaIn view of the scarcity of studies on the relationship between national culture and total quality management (TQM), this paper examines the impact of Chinese cultural values on…
Can perceptions of service quality predict behavioral intentions? An exploratory study in the hotel sector in Greece
Konstantinos Alexandris, Nikos Dimitriadis, Dimitra MarkataThe purpose of this study was to investigate the degree to which behavioral intentions could be explained by service quality dimensions. Zeithmal et.’s theoretical framework was…
Management accounting and performance measures in Japanese banks
Mostaque Hussain, A. GunasekaranTraditional management accounting (MA) has certain limitations, and this highlights the need to examine the nature of cost‐management practices. The implications of non‐financial…
An exploration of managerial issues in call centres
Colin Armistead, Julia Kiely, Linda Hole, Jean PrescottThis paper explores managerial issues in call centres through two intensive case studies in UK organisations, supplemented by interviews with five operations managers in other…
The emergence of e‐market services in the Australian mining industry: Ludowici Mineral Processing Pty Ltd, Quadrem eMarketplace, and Austrade eMarket Services
Helen Lassen, Jay Kandampully, Sunita BarkerComputer‐mediated business transactions have transformed the relationship between buyer and seller, and have revolutionised the procurement process. Through the advent of…