Managing Service Quality: An International Journal: Volume 13 Issue 5
Table of contents
Looking back to see forward in services marketing: some ideas to consider
J. Joseph CroninThe article considers the applicability of traditional attitude and other constructs in service quality research. It is suggested that the effects of perceived service quality may…
Customer expectations on service guarantees
Sara Björlin Lidén, Bo EdvardssonFocuses on customer expectations on service guarantees. Theoretically, the basis consists of previous guidelines for service guarantee design. The empirical context is public…
Applying the TOC TP: a case study in the service sector
Richard A. Reid, James R. CormierAn increasingly utilized framework for implementing the continuous improvement management philosophy is the Theory of Constraints (TOC). Although this systemic managerial approach…
Management of service quality – differences in values, practices and outcomes
Stefan Lagrosen, Yvonne LagrosenThis article concerns a study with the purpose of identifying differences in the management of quality between manufacturing, private service and public service organisations. A…
A longitudinal study of business improvement models: cross purposes or congruity?
Joy Taylor, Rodney McAdamThe end of the last and the beginning of this century saw an increasing interest in business improvement (BI). BI tools and techniques have their roots in improving quality and…
Tourist satisfaction in Singapore – a perspective from Indonesian tourists
Theresia A. Pawitra, Kay C. TanThis research assessed the usefulness of integrating Kano’s model, SERVQUAL, and quality function deployment. The proposed approach aims to help organisations evaluate customer…
Mapping service quality in the tourism industry
Eda Atilgan, Serkan Akinci, Safak AksoyThis study suggests a new approach to the exploratory and evaluative research of service‐quality dimensions by employing correspondence analysis (CA). Although several studies…
Technology, service quality, and customer loyalty in hotels: Australian managerial perspectives
Shan‐Chun Lee, Sunita Barker, Jay KandampullyTraditional brick‐and‐mortar companies are embracing the use of modern technologies to enhance the services they offer and to gain customer loyalty. The objectives are to stay in…