| 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 |
| Applying Mahalanobis distance into SERVQUAL analysis – A case study of hospital outpatient |
670:B |
QCAS / 55 / 1-2 / 115 |
| Quality quandaries: A gauge R & R study in a hospital |
670:B |
QCAS / 55 / 1-2 / 119 |
| Knowledge sharing and customer relationship management in the travel service alliances |
670:S |
QCAS / 55 / 1-2 / 121 |
| A study on medical services quality and its influence upon value of care and patient satisfaction – Focusing upon outpatients in a large-sized hospital |
670:B |
QCAS / 54 / 5-6 / 521 |
| 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 |
| 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 |
| Understanding healthcare clinical process and outcome measures and their use in the Baldrige Award application process |
670:B |
QCAS / 54 / 3 / 271 |
| Dimension of service quality in tourism – An Indian perspective |
670:S |
QCAS / 54 / 3 / 273 |
| Development of e-service quality measure for internet-based financial institutions |
670:A |
QCAS / 54 / 1-2 / 119 |
| 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 |
| 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 |
| Bayesian forecasting of an inhomogeneous Poisson process with applications to call center data |
670:Y |
QCAS / 53 / 6 / 603 |
| Process drivers of e-service quality: Analysis of data from an online rating site |
670:S |
QCAS / 53 / 4-5 / 473 |
| 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 |
| 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 |
| Nationwide branching and its impact on market structure, quality and bank performance |
670:Z |
QCAS / 52 / 2 / 227 |
| Using computer simulation for surgical care process reengineering in hospitals |
670:B |
QCAS / 52 / 1 / 95 |
| Business process redesign in healthcare: Towards a structured approach |
670:B |
QCAS / 52 / 1 / 99 |
| 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 |
| Establishing customer relationship management framework in nursing homes |
670:B |
QCAS / 51 / 5 / 573 |
| 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 |
| Enhancing care services quality of nursing homes using data mining |
670:B |
QCAS / 51 / 4 / 441 |
| 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 |
| Measuring users’ perceived portal service quality: An empirical study |
670:A |
QCAS / 51 / 1 / 97 |
| Lean Six Sigma reduces medication errors |
670:B |
QCAS / 51 / 1 / 99 |
| Service quality strategy implementation: A model and the case of the Algarve hotel industry |
670:S |
QCAS / 50 / 5 / 561 |
| Managing quality in the e-service system: Development and application of a process model |
670:Y |
QCAS / 50 / 5 / 565 |
| Patient satisfaction in preoperative assessment clinic: An analysis using SERVQUAL dimensions |
670:B |
QCAS / 50 / 4 / 459 |
| The effects of severity of failure and customer loyalty on service recovery strategies |
670:Y |
QCAS / 50 / 4 / 463 |
| 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 |
| Online travel service quality: The role of pre-transaction services |
670:Z |
QCAS / 50 / 2 / 229 |
| The impact of operational failures on hospital nurses and their patients |
670:B |
QCAS / 50 / 1 / 89 |
| Fuzzy set theory based decision model for determining market position and developing strategy for hospital service quality |
670:B |
QCAS / 50 / 1 / 91 |
| 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 |
| Service quality in higher education using an enhanced SERVQUAL approach |
670:T |
QCAS / 50 / 1 / 101 |
| A study of the impacts of service quality on relationship quality in search-experience-credence services |
670:S |
QCAS / 49 / 6 / 687 |
| A student-centered conceptual model of service quality in higher education |
670:Y |
QCAS / 49 / 4 / 459 |
| 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 |
| 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 |
| An empirical assessment and application of SERVQUAL in a mainland Chinese department store |
670:S |
QCAS / 47 / 6 / 695 |
| Quality-based synchronization methods of multimedia objects |
670:Y |
QCAS / 47 / 6 / 697 |
| The implications of service quality gaps for strategy implementation |
670:S |
QCAS / 47 / 5 / 569 |
| Cutting corners and working overtime: Quality erosion in the service industry |
670:S |
QCAS / 47 / 3 / 335 |
| Between evidence-based practice and total quality management: The implementation of cost-effective care |
670:B |
QCAS / 46 / 3 / 329 |
