Application: S (Service)

Title Cat:App Page
Quo vadis, (e-)service quality? Towards a sustainability paradigm 670:S QCAS / 66 / 3-4 / 247
Operational determinants of airline service quality: Worldwide cross-regional analysis 670:S QCAS / 65 / 5-6 / 435
A modified EFQM excellence model for effective evaluation in the hotel industry 670:S QCAS / 65 / 5-6 / 439
Influencing perception of justice to leverage behavioral outcome: A perspective from restaurant service failure setting 670:S QCAS / 65 / 3-4 / 285
Measuring tourists’ satisfaction and loyalty: A perception approach 670:S QCAS / 64 / 5-6 / 475
Service quality appraisal: A study of interactions 670:S QCAS / 64 / 3-4 / 275
Relative contributions of product quality and service quality in the automobile industry 430:S QCAS / 64 / 1-2 / 79
Scale measurements for airline service quality to secure passenger confidence in air travel 670:S QCAS / 64 / 1-2 / 117
Designing lean processes with improved service quality: An application in financial services 430:S QCAS / 63 / 5-6 / 431
Prioritizing quality of product and service dimensions with respect to a product-service system in the public transport sector 490:S QCAS / 63 / 5-6 / 435
Implementing service innovations in European hotels 670:S QCAS / 63 / 1-2 / 119
SEM of service quality to predict overall patient satisfaction in medical clinics: A case study 670:S QCAS / 62 / 5-6 / 503
Public administrators’ engagement in services co-creation: Factors that foster and hinder organisational learning about citizens 690:S QCAS / 62 / 3 / 259
Constructing innovative service quality for department stores 670:S QCAS / 62 / 1-2 / 123
Tourism service quality improvement – ‘the early bird catches the worm’ 670:S QCAS / 61 / 5-6 / 515
Impacts of investment attitude in service innovation 670:S QCAS / 61 / 5-6 / 517
Outsourcing customer support: The role of provider customer focus 690:S QCAS / 61 / 5-6 / 537
Employees’ national culture and service quality: An integrative review 670:S QCAS / 61 / 4 / 383
Quality-of-service-aware service selection: A novel approach considering potential service failures and nondeterministic service values 670:S QCAS / 61 / 3 / 263
Service quality management and ecosystem theory 670:S QCAS / 61 / 3 / 267
Benefits of a truck appointment system on the service quality of inland transport modes at a multimodal container terminal 670:S QCAS / 60 / 1-2 / 121
An integrated framework for service quality: SQBOK perspective 670:S QCAS / 59 / 4 / 387
Sequence effects in service bundles: Implications for service design and scheduling 670:S QCAS / 59 / 3 / 263
The relationship between SERVQUAL, national customer satisfaction indices, and consumer sentiment 670:S QCAS / 58 / 4 / 375
Factors affecting the effects of service recovery from an integrated point of view 670:S QCAS / 57 / 5-6 / 531
Perceived service quality and self-concept influences on consumer attitude and purchase process: A comparison between physical and internet channels 690:S QCAS / 57 / 4 / 391
Understanding e-learning service quality of a commercial bank by Kano’s model 610:S QCAS / 57 / 3 / 261
An evaluation of SERVQUAL and patient loyalty in an emerging country context 670:S QCAS / 56 / 4 / 373
A comparative analysis of the ports of Incheon and Shanghai: The cognitive service quality of ports, customer satisfaction, and post-behavior 670:S QCAS / 56 / 4 / 377
Managing service quality: The managers’ orientations and their consequences – Case study evidence of current practice 670:S QCAS / 56 / 3 / 255
Employee flow as an integrated and qualitative system: Impact on business-to-business service quality 670:S QCAS / 56 / 1-2 / 133
Examining the relationships between internal service quality and its dimensions, and internal customer satisfaction 670:S QCAS / 55 / 4 / 383
Rethinking perceived service quality: An alternative to hierarchical and multidimensional models 670:S QCAS / 55 / 3 / 261
Power to people 670:S QCAS / 55 / 3 / 265
Knowledge sharing and customer relationship management in the travel service alliances 670:S QCAS / 55 / 1-2 / 121
Testing a hierarchical and integrated model of quality in the service sector: Functional, relational, and tangible Dimensions 680:S QCAS / 55 / 1-2 / 125
Managing service systems with an offline waiting option and customer abandonment 670:S QCAS / 54 / 5-6 / 525
The impact of e-service quality, customer satisfaction and loyalty on e-marketing: Moderating effect of perceived Quality 670:S QCAS / 54 / 5-6 / 529
A transformation function corresponding to IPA and gap analysis 670:S QCAS / 54 / 5-6 / 531
Delighting customers: An exploration into the discriminating factors 670:S QCAS / 54 / 5-6 / 533
Building personalized relationships with customers via emails 350:S QCAS / 54 / 4 / 329
Examining the development, delivery and measurement of service quality in the fitness industry: A case study 670:S QCAS / 54 / 4 / 359
How to improve service quality: Internal marketing as a determining factor 670:S QCAS / 54 / 4 / 361
Conceptualizing the perceived service quality of public utility services: A multi-level, multi-dimensional model 670:S QCAS / 54 / 4 / 363
The service-profit chain: A review and extension 670:S QCAS / 54 / 4 / 365
Can’t fix service quality? Read this 670:S QCAS / 54 / 4 / 367
Students’ perceptions of service quality in higher education 680:S QCAS / 54 / 4 / 369
Dimension of service quality in tourism – An Indian perspective 670:S QCAS / 54 / 3 / 273
An alternative approach in service quality: An e-banking case study 670:S QCAS / 54 / 1-2 / 121
SERVCESS: A parsimonious instrument to measure service quality and information system success 670:S QCAS / 54 / 1-2 / 123
A simulation model to develop QoS control strategies for application servers 850:S QCAS / 54 / 1-2 / 139
Quality control of wastewater treatment: A new approach 430:S QCAS / 53 / 6 / 581
Determinants of customer-perceived service quality in fast-food restaurants and their relationship to customer satisfaction and behavioral intentions 670:S QCAS / 53 / 6 / 601
Process drivers of e-service quality: Analysis of data from an online rating site 670:S QCAS / 53 / 4-5 / 473
Service quality in higher education: The role of student expectations 680:S QCAS / 53 / 4-5 / 475
Does gender moderate the effects of role stress in frontline service jobs? 670:S QCAS / 52 / 6 / 673
Improving quality and productivity via stratification: A call center example for forming homogeneous employee groups 670:S QCAS / 52 / 6 / 675
Service guarantee strength: The key to service quality 670:S QCAS / 52 / 5 / 571
Internal customer service: Has it improved? 670:S QCAS / 52 / 5 / 573
The impact of capacity costs on product differentiation in delivery time, delivery reliability and price 670:S QCAS / 52 / 4 / 459
Failure to mobilize in reliability-seeking organizations: Two cases from the UK railway 810:S QCAS / 52 / 4 / 469
The impact of employees’ characteristics on total quality service implementation: An empirical study 410:S QCAS / 52 / 3 / 299
An optimized clustering and selective probing framework to support internet quality of service routing 640:S QCAS / 52 / 3 / 335
Refashioning organizational boundaries: Outsourcing customer service work 670:S QCAS / 52 / 3 / 341
Foundations and implications of a proposed unified services theory 670:S QCAS / 52 / 3 / 345
Analysis and improvement of delivery operations at the San Francisco Public Library 670:S QCAS / 52 / 3 / 347
Modeling and managing the percentage of satisfied customers in hidden and revealed waiting line systems 670:S QCAS / 52 / 2 / 225
An extended longitudinal study of the effects of a service guarantee 860:S QCAS / 52 / 1 / 115
The relationship between service quality and customer satisfaction: The example CJCU library 670:S QCAS / 51 / 6 / 685
Using signed distance and order statistics method for fuzzy evaluation of service quality 670:S QCAS / 51 / 6 / 687
The effects of specific job satisfaction facets on customer perceptions of service quality: An employee-level analysis 670:S QCAS / 51 / 5 / 577
The relationship between service quality, customer satisfaction and customer loyalty: A study on the management consulting industry 670:S QCAS / 51 / 5 / 581
Measuring business-to-business professional service quality and its consequences 670:S QCAS / 51 / 4 / 445
Managing service quality using data envelopment analysis 670:S QCAS / 51 / 4 / 447
How to delight your customers 670:S QCAS / 51 / 4 / 451
Prioritization of service quality parameters based on ordinal responses 670:S QCAS / 51 / 3 / 335
Docs Six Sigma work in service industries? 314:S QCAS / 51 / 2 / 183
Service quality strategy implementation: A model and the case of the Algarve hotel industry 670:S QCAS / 50 / 5 / 561
Linking perceived quality and customer satisfaction to store traffic and revenue growth 670:S QCAS / 50 / 3 / 331
The creation of output and quality in services: A framework to analyze information technology-worker systems 670:S QCAS / 50 / 3 / 333