Managing Service Quality: An International Journal: Volume 14 Issue 4
Table of contents
Service quality dimensions: an examination of Grönroos’s service quality model
Gi‐Du Kang, Jeffrey JamesService quality researchers to date have paid scant attention to the issue of the dimensions of service quality. Much of the earlier work accepted the content measured by the…
Interactive service quality in service encounters: empirical illustration and models
Göran SvenssonAlthough the performance of services is done at an operative level, service is an important issue for the strategic, tactical, and operative business activities of companies. This…
Integrating current and competitive service‐quality level analyses for service‐quality improvement programs
Yong‐pil Kim, Seok‐hoon Lee, Deok‐gyun YunIn competitive economic environments, a service‐quality improvement program (SQIP) should focus on customer satisfaction and should differentiate a company's service from its…
Moving the quality effort forward – the emerging role of the middle manager
Denis Harrington, Brian WilliamsImproving quality has become the goal of many organisations and introducing such programmes has resulted in several accounts documenting the risks and failures attached to…
Service and safety quality in US airlines: pre‐ and post‐September 11th
Dawna L. Rhoades, Blaise P. WaguespackAlthough the terrorist attacks on 11 September 2001 can be blamed for a number of problems currently plaguing the US airline industry, their effect on the service and safety…
Customer satisfaction using QFD: an e‐banking case
Marvin E. González, Gioconda Quesada, Federico Picado, Carl A. EckelmanResearch on service quality and customer satisfaction has become significant in the service industries. This study develops a case study that considers both external and internal…
The relative importance of technology in enhancing customer relationships in banking – a Scottish perspective
Adrienne Curry, Susan PenmanThis paper sheds some light on the debate about the extent of use of IT in services, in this case in banking. In such a competitive sector where quality of service can be a…