Managing Service Quality: An International Journal: Volume 23 Issue 6
Table of contents
Internalization of quality management in service organizations
Juan José Tarí, Iñaki Heras-Saizarbitoria, Jorge PereiraThe purpose of this paper is to analyze the internalization of quality management (QM) on the basis of quality certifiable standards – also referred to as meta-standards – in…
An empirical examination of service-oriented organizational citizenship behavior: The roles of justice perceptions and manifest needs
Shih Yung Chou, Erlinda Lopez-RodriguezThe purpose of this study is twofold. First, we explore the relationship between organizational justice and service-oriented organizational citizenship behavior (SOCB). In…
Service recovery's impact on customers next-in-line
Yves Van Vaerenbergh, Iris Vermeir, Bart LarivièrePrevious research considers service recovery as a one-on-one interaction between a service provider and a complaining customer. However, customers frequently complain at the place…
The usefulness of componentization for specialized public service providers
Tor Helge Aas, Per Egil PedersenComponentization is a common approach in manufacturing that is suggested to lead to increased innovativeness at the firm level. Componentization has recently been given attention…