| 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 |
| Improving service quality at Honda |
410:S |
QCAS / 50 / 2 / 169 |
| A service quality and success model for the information service industry |
670:S |
QCAS / 50 / 1 / 93 |
| Updating our TQM thinking for a knowledge and service economy |
670:S |
QCAS / 50 / 1 / 97 |
| TQM as a focus for improving overall service performance and customer satisfaction: An empirical study on a public service sector in Malaysia |
410:S |
QCAS / 49 / 6 / 659 |
| A study of the impacts of service quality on relationship quality in search-experience-credence services |
670:S |
QCAS / 49 / 6 / 687 |
| E-service quality expectations: A case study |
650:S |
QCAS / 49 / 3 / 329 |
| A study on service quality of virtual community websites |
650:S |
QCAS / 49 / 3 / 331 |
| DATQUAL: A prototype e-learning application to support quality management practices in service industries |
331:S |
QCAS / 49 / 2 / 159 |
| Organizational citizenship behaviors and service quality as external effectiveness of contract employees |
670:S |
QCAS / 49 / 2 / 209 |
| The effects of customer service, branding and price on the perceived value of local telephone service |
670:S |
QCAS / 49 / 1 / 103 |
| Comparative service quality: German and American ratings across service settings |
670:S |
QCAS / 48 / 6 / 687 |
| The variable nature of services: An empirical examination of trust and its effects on customers’ satisfaction responses to poor and good service |
670:S |
QCAS / 48 / 6 / 691 |
| A quantitative analysis of the relationship between empowerment practices and service quality outcomes |
670:S |
QCAS / 48 / 6 / 693 |
| Service quality measurement and the disconfirmation model: Taking care of interpretation |
670:S |
QCAS / 48 / 5 / 569 |
| Examining the association between quality and productivity performance in a service organization |
670:S |
QCAS / 48 / 5 / 573 |
| Quality management in banking services: An approach to employee and customer perceptions |
670:S |
QCAS / 48 / 5 / 575 |
| Service quality evaluation by service quality performance matrix |
670:S |
QCAS / 48 / 4 / 457 |
| Job standardization and service quality: A closer look at the application of total quality management to the public sector |
670:S |
QCAS / 48 / 4 / 459 |
| Improving customer service in the real estate industry: A property selection model using Taguchi loss functions |
690:S |
QCAS / 48 / 4 / 461 |
| Effect of service quality on post-visit intentions over time: The case of a library |
620:S |
QCAS / 48 / 3 / 329 |
| Measuring web-based service quality |
650:S |
QCAS / 48 / 3 / 339 |
| Customer loyalty and supplier quality competition |
350:S |
QCAS / 48 / 2 / 159 |
| The relationship between management’s perception of total quality service and customer perceptions of service quality |
350:S |
QCAS / 48 / 2 / 163 |
| Diagnosing whether northern Cyprus hotels are ready for TQM: An empirical analysis |
410:S |
QCAS / 48 / 2 / 173 |
| Research opportunities in service process design |
670:S |
QCAS / 48 / 2 / 225 |
| A study on the cognitive and affective components of service quality |
670:S |
QCAS / 48 / 2 / 229 |
| A survey analysis of service quality for domestic airlines |
670:S |
QCAS / 48 / 1 / 91 |
| A probabilistic approach to measure hotel quality |
430:S |
QCAS / 47 / 6 / 665 |
| An empirical assessment and application of SERVQUAL in a mainland Chinese department store |
670:S |
QCAS / 47 / 6 / 695 |
| The implications of service quality gaps for strategy implementation |
670:S |
QCAS / 47 / 5 / 569 |
| Critical factors for successful total quality management implementation in Turkey: Evidence from the banking sector |
410:S |
QCAS / 47 / 4 / 417 |
| Quality practices and customer/supplier management in Australian service organizations |
350:S |
QCAS / 47 / 3 / 299 |
| Cutting corners and working overtime: Quality erosion in the service industry |
670:S |
QCAS / 47 / 3 / 335 |
| Design of quality service systems in the public sector: Use of quality function deployment in police services |
323:S |
QCAS / 47 / 2 / 143 |
| A framework for quality improvement in the transportation industry |
319:S |
QCAS / 47 / 1 / 29 |
| A conceptual model for total quality management in service organizations |
319:S |
QCAS / 47 / 1 / 33 |
| Investigating the relationship between service providers’ personality and customers’ perceptions of service quality across gender |
350:S |
QCAS / 47 / 1 / 47 |
| Service quality along the supply chain: Implications for purchasing |
351:S |
QCAS / 46 / 6 / 647 |
| Knowledge production, service and quality: Higher education tensions in Norway |
490:S |
QCAS / 46 / 6 / 663 |
| When success turns into failure: A package driven business process re-engineering project in the financial services industry |
420:S |
QCAS / 46 / 5 / 533 |
| The cost of quality in Internet-style networks |
440:S |
QCAS / 46 / 5 / 541 |
| Supplementary services as a differentiation strategy: An empirical investigation of Lovelock’s model in tourism |
690:S |
QCAS / 46 / 4 / 461 |
| Benchmarking a public service business management system |
324:S |
QCAS / 46 / 3 / 285 |
| SERVQUAL and PAT: Alternative disconfirmation approaches to the measurement of service quality in the foodservice industry |
670:S |
QCAS / 46 / 3 / 333 |
| A practical approach to benchmarking in three service industries |
324:S |
QCAS / 46 / 2 / 173 |
| Scheduling to improve field service quality |
670:S |
QCAS / 46 / 1 / 95 |
| Measuring service quality trade-offs in Asian distribution channels: A multi-layer perspective |
670:S |
QCAS / 45 / 6 / 697 |
| Service qualimetrics: The Qualitometro II method |
670:S |
QCAS / 45 / 5 / 577 |
| Effect of service supplier performance on satisfaction and loyalty of store managers in the fast food industry |
351:S |
QCAS / 45 / 4 / 423 |
| How do customers react to critical service encounters? A cross-sectional perspective |
670:S |
QCAS / 45 / 4 / 465 |
| Learning, teamwork and appropriability: Managing technological change in the Department of Social Security |
332:S |
QCAS / 45 / 3 / 271 |
| A methodology of enhancing profitability through the utilization of experimental design: A catering business case study |
410:S |
QCAS / 45 / 3 / 299 |
| Customer satisfaction at the Sheffield World Congress, 1998 |
410:S |
QCAS / 45 / 3 / 301 |
| Impact of participative service relationships on quality, satisfaction and retention: An exploratory study |
670:S |
QCAS / 45 / 3 / 335 |
| Service performance gap: Re-evaluation and redevelopment |
670:S |
QCAS / 45 / 2 / 209 |
| Some problems when adopting Churchill’s paradigm for the development of service quality measurement scales |
670:S |
QCAS / 45 / 2 / 213 |
| Continuous improvement of service operations: Application of service template |
430:S |
QCAS / 45 / 1 / 81 |
