Volume 14; Issue 4

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Managing Service Quality
Volume 14; Issue 4

Managing Service Quality

Volume 14; Issue 4

1

Service quality dimensions: an examination of Grönroos’s service quality model

Kang, Gi‐Du, James, Jeffrey

Journal:

Managing Service Quality

Year:

2004

Language:

english

File:

PDF, 169 KB

english, 2004

2

Customer satisfaction using QFD: an e‐banking case

González, Marvin E., Quesada, Gioconda, Picado, Federico, Eckelman, Carl A.

Journal:

Managing Service Quality

Year:

2004

Language:

english

File:

PDF, 553 KB

english, 2004

3

Service and safety quality in US airlines: pre‐ and post‐September 11th

Rhoades, Dawna L., Waguespack, Blaise P.

Journal:

Managing Service Quality

Year:

2004

Language:

english

File:

PDF, 194 KB

english, 2004

4

Interactive service quality in service encounters: empirical illustration and models

Svensson, Göran

Journal:

Managing Service Quality

Year:

2004

Language:

english

File:

PDF, 168 KB

english, 2004

5

Moving the quality effort forward – the emerging role of the middle manager

Harrington, Denis, Williams, Brian

Journal:

Managing Service Quality

Year:

2004

Language:

english

File:

PDF, 120 KB

english, 2004

6

The relative importance of technology in enhancing customer relationships in banking – a Scottish perspective

Curry, Adrienne, Penman, Susan

Journal:

Managing Service Quality

Year:

2004

Language:

english

File:

PDF, 209 KB

english, 2004

7

Integrating current and competitive service‐quality level analyses for service‐quality improvement programs

Kim, Yong‐pil, Lee, Seok‐hoon, Yun, Deok‐gyun

Journal:

Managing Service Quality

Year:

2004

Language:

english

File:

PDF, 241 KB

english, 2004