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Home > Managing Service Quality > Table of contents:Volume 20 issue 4
Managing Service Quality
ISSN: 0960-4529
Online from: 1991
Subject Area: Managing Quality
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Table of contents:
Volume 20 issue 4
Published: 2010, Start page: p312Icon key: 
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| 1870701 | Design dimensions of experience rooms for service test drives: Case studies in several service contexts Bo Edvardsson, Bo Enquist, Robert Johnston (pp. 312 - 327) Keywords: Design, Service delivery, Service industries, Value chain Article type: Research paper Please login | Abstract & purchase [ HTML & PDF (123kb) ] | Reprints & permissions |
| 1870702 | A grounded theory model of service providers' stress, emotion, and coping during intercultural service encounters Chen-ya Wang, Anna S. Mattila (pp. 328 - 342) Keywords: Customer satisfaction, Employees, Individual perception, National cultures, Service delivery Article type: Research paper Please login | Abstract & purchase [ HTML & PDF (149kb) ] | Reprints & permissions |
| 1870703 | Two component customer relationship management model for healthcare services Hardeep Chahal (pp. 343 - 365) Keywords: Customer relations, Customer services quality Article type: Conceptual paper Please login | Abstract & purchase [ HTML & PDF (336kb) ] | Reprints & permissions |
| 1870704 | The relative importance of service features in explaining customer satisfaction: A comparison of measurement models Angelos Pantouvakis (pp. 366 - 387) Keywords: Greece, Quality management, SERVQUAL, Transport industry Article type: Research paper Please login | Abstract & purchase [ HTML & PDF (343kb) ] | Reprints & permissions |
| 1870705 | Development of personalised services in small business: an iterative learning process Patrik Gottfridsson (pp. 388 - 400) Keywords: Business development, Business-to-business marketing, Customization, Service industries, Small enterprises Article type: Case study Please login | Abstract & purchase [ HTML & PDF (149kb) ] | Reprints & permissions |
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