Volume 14; Issue 2/3

Managing Service Quality

Volume 14; Issue 2/3
1

Reconceptualizing customer perceived value: the value of time and place

Heinonen, Kristina
Journal:
Managing Service Quality
Year:
2004
Language:
english
File:
PDF, 137 KB
english, 2004
3

Complaint management profitability: what do complaint managers know?

Stauss, Bernd, Schoeler, Andreas
Journal:
Managing Service Quality
Year:
2004
Language:
english
File:
PDF, 465 KB
english, 2004
5

ICT: the creation of value and differentiation in services

Meyronin, Benoît
Journal:
Managing Service Quality
Year:
2004
Language:
english
File:
PDF, 231 KB
english, 2004
6

Why customers stay: reasons and consequences of inertia in financial services

White, Lesley, Yanamandram, Venkat
Journal:
Managing Service Quality
Year:
2004
Language:
english
File:
PDF, 308 KB
english, 2004
7

Customer clubs in a relationship perspective: a telecom case

Gustafsson, Anders, Roos, Inger, Edvardsson, Bo
Journal:
Managing Service Quality
Year:
2004
Language:
english
File:
PDF, 200 KB
english, 2004
8

Client valuation in private banking: results of a case study in Switzerland

Foehn, Pascal
Journal:
Managing Service Quality
Year:
2004
Language:
english
File:
PDF, 371 KB
english, 2004
9

Customer involvement in new service development: a conversational approach

Lundkvist, Anders, Yakhlef, Ali
Journal:
Managing Service Quality
Year:
2004
Language:
english
File:
PDF, 201 KB
english, 2004
10

Towards a better understanding of service excellence

Johnston, Robert
Journal:
Managing Service Quality
Year:
2004
Language:
english
File:
PDF, 90 KB
english, 2004
12

It's time to get to first principles in service design

Chase, Richard B.
Journal:
Managing Service Quality
Year:
2004
Language:
english
File:
PDF, 139 KB
english, 2004
13

Value across fulfillment‐product categories of Internet shopping

Francis, Julie E., White, Lesley
Journal:
Managing Service Quality
Year:
2004
Language:
english
File:
PDF, 245 KB
english, 2004