Managing Service Quality: An International Journal: Volume 16 Issue 4
Table of contents - Special Issue: Global trends and challenges in services
Guest Editors: Marianna Sigala, Evangelos Christou
Global trends and challenges in services
Marianna Sigala, Evangelos ChristouThe purpose of this paper is to introduce the theme of the special issue on global trends and challenges in services.
Student satisfaction and quality of service in Italian universities
Luca Petruzzellis, Angela Maria D'Uggento, Salvatore RomanazziIn order to face the new competitive scenario, Italian universities are involved in a change process and are trying to adopt an entrepreneurial approach to better serve their…
The importance of service quality in bank selection for mortgage loans
Constantine Lymperopoulos, Ioannis E. Chaniotakis, Magdalini SoureliThis project aims to offer an in‐depth understanding of bank customers' buying behaviour in relation to the selection process, and provide bank managers with useful insight into…
Bank service quality: evidence from five Balkan countries
Niki Glaveli, Eugenia Petridou, Chris Liassides, Charalambos SpathisDespite the rapid growth and internationalisation of services and financial services in particular, managers realise that to successfully leverage service quality as a global…
Mass customisation implementation models and customer value in mobile phones services: Preliminary findings from Greece
Marianna SigalaTo analyse the mass customisation strategies (MC) developed by mobile phone operators and to identify the types of customer value perceived by mobile phone users that customise…
Investigating the impact of business‐process‐competent information systems (ISs) on business performance
Malamatenia‐Alma A. Pantazi, Nikolaos B. GeorgopoulosInvestments in information systems (ISs) seem to suffer from the productivity paradox. In this article three interpretations of this paradox are explored and a business process…