Managing Service Quality: An International Journal: Volume 15 Issue 3
Table of contents
A Pyrrhic victory: The implications of an unlimited broadening of the concept of services
Bernd StaussThe purpose of the paper is to discuss critically the implications of an unlimited broadening of the understanding of service.
From prescription to description: a critique and reorientation of service culture
Per Skålén, Tore StrandvikA fundamental aim of the service management discourse is the transformation of the culture of organisations to a culture of consistent and coherent service excellence. The aim of…
Customers’ expectations of service in Greek fitness centers: Gender, age, type of sport center, and motivation differences
Yanni Afthinos, Nicholas D. Theodorakis, Pantelis NassisAims to identify the aspects of service delivery deemed most important by the users of Greek fitness centers and to examine whether their desires differ according to the type of…
Diagnosing the zone of tolerance for hotel services
Halil Nadiri, Kashif HussainAims to address the concept of the “zone of tolerance” in judgments of hotel service quality. The present study describes the zone of tolerance for customers’ service expectations…
A strategic service quality approach using analytic hierarchy process
Clare Chua Chow, Peter LukThe paper aims to develop a technique that considers competition using the analytic hierarchy process (AHP) framework to measure service quality.
A study of the ISO 9000 certification process: consultant profiles and company behaviour
Frederic Marimon Viadiu, Eduard Cristóbal FransiThis article aims to analyse the process of introducing the ISO 9000 quality standard with the help of an external consultancy company. The main objectives are to investigate…
A case study of service failure and recovery within an international airline
David Bamford, Tatiana XystouriThis paper seeks to examine the effectiveness of internal processes of service quality recovery for an international airline.