Managing Service Quality: An International Journal: Volume 12 Issue 6

Beyond customer loyalty

James L. Heskett

Research suggests that while customer satisfaction and loyalty provide a foundation for high levels of customer lifetime value, they support a range of customer behaviors with…

Innovation in logistic services and the new business model: a conceptual framework

Ross L. Chapman, Claudine Soosay, Jay Kandampully

Service industries hold an increasingly dynamic and pivotal role in today’s knowledge‐based economies. The logistics industry is a classic example of the birth and development of…

Exploring the development of quality in higher education

Maria Avdjieva, Marie Wilson

This paper uses a developmental perspective to characterise quality initiatives in the higher education systems of four countries: Australia, New Zealand, the UK, and North…

E‐government: a new route to public sector quality

Julian Teicher, Owen Hughes, Nina Dow

In the past government organisations have paid little attention to service quality or responsiveness to clients. This changed with the movement termed “new public management”…

An inter‐industry comparison of quality management practices and performance

Bishnu Sharma, David Gadenne

This paper investigates similarities and differences in total quality management practices across different industry groups such as the service, manufacturing, and construction…

Attitudes of middle managers to quality‐based organisational change

Douglas Davis, Thomas Fisher

The paper explores some factors that may lead to middle managers in organisations holding differing views on their quality programs. In particular, it considers the possibility…

Service quality in call centres: implications for customer loyalty

Alison M. Dean

Studies on call centres suggest that there is a focus on efficiency at the expense of effectiveness, where effectiveness is indicated by characteristics such as customer…

Customers’ perspectives on service quality and relationship quality in retail encounters

Amy Wong, Amrik Sohal

This paper examines the relationship between service quality and overall relationship quality on two levels of retail relationships (employee and company level). Responses were…

E‐services and their role in B2C e‐commerce

Mohini Singh

E‐services are important in B2C e‐commerce for managing customer relations and enhancing sales. In the electronic world the customer and the merchant do not meet face‐to‐face, and…