Managing Service Quality: An International Journal: Volume 15 Issue 4

Domestic inter‐cultural service encounters: an integrated model

Shirley A. Hopkins, Willie E. Hopkins, K. Douglas Hoffman

Proposes to provide practicing managers and academic researchers with a framework that will help them to understand better the nature of domestic inter‐cultural service encounters.

Strategic imperatives and the pursuit of quality in the US airline industry

Dawna L. Rhoades, Blaise Waguespack

The purpose of this paper is to explore the changing face of airline quality by analyzing the reported service and safety data for the traditional and low cost carriers.

Impediments to improvements in service quality in luxury hotels

Rayka Presbury, Anneke Fitzgerald, Ross Chapman

The purpose of this article is to identify the key factors that impede service quality delivery in the context of luxury hotels (four‐ and five‐star properties) in Sydney…

A customized measure of service quality in the UAE

Naceur Jabnoun, Azaddin Khalifa

The concerns of service quality may differ from one country to another. It is therefore crucial to develop measures of service quality that are pertinent to the country and…

Quality management in service firms: sustaining structures of total quality service

Atul Gupta, Jason C. McDaniel, S. Kanthi Herath

Proposes developing a conceptual model that can be used in understanding the relationships between sustaining structures that support the total quality service (TQS) philosophy…

Square Wheels® of Managing and Leading Change

K. Narasimhan