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Home > Managing Service Quality > Table of contents:Volume 21 issue 1
Managing Service Quality
ISSN: 0960-4529
Online from: 1991
Subject Area: Managing Quality
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Table of contents:
Volume 21 issue 1
Published: 2011, Start page: p5Icon key: 
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You have access to this item Backfiles Earlycite Abstract only | Article Id: | Article Information: |
|---|---|
| 1902893 | The customer experience: a road-map for improvement Robert Johnston, Xiangyu Kong (pp. 5 - 24) Keywords: Budgetary control, Customer satisfaction, Quality improvement, Service improvements Article type: General review Please login | Abstract & purchase [ HTML & PDF (256kb) ] | Reprints & permissions |
| 1902894 | E-service attributes available on men's and women's apparel web sites Minjeong Kim, Jung-Hwan Kim, Sharron J. Lennon (pp. 25 - 45) Keywords: Clothing, Customer service management, Electronic commerce, Gender, Internet shopping, United States of America Article type: Research paper Please login | Abstract & purchase [ HTML & PDF (128kb) ] | Reprints & permissions |
| 1902895 | A critical review of techniques for classifying quality attributes in the Kano model Josip Mikulic, Darko Prebežac (pp. 46 - 66) Keywords: Classification, Critical incident technique, Customer satisfaction, Marketing models, Quality management Article type: General review Please login | Abstract & purchase [ HTML & PDF (258kb) ] | Reprints & permissions |
| 1902896 | Relational impact of service providers' interaction behavior in healthcare Sanjaya Singh Gaur, Yingzi Xu, Ali Quazi, Swathi Nandi (pp. 67 - 87) Keywords: Customer loyalty, Customer relations, Customer satisfaction, Doctors, Health services, Patients Article type: Research paper Please login | Abstract & purchase [ HTML & PDF (162kb) ] | Reprints & permissions |
| 1902897 | Antecedents and effects of engaged frontline employees: A study from the hospitality industry Terje Slåtten, Mehmet Mehmetoglu (pp. 88 - 107) Keywords: Employee involvement, Hospitality services, Innovation, Management strategy, Norway Article type: Research paper Please login | Abstract & purchase [ HTML & PDF (180kb) ] | Reprints & permissions |
Note from the publisher
| Article Id: | Article Information: |
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| 1902898 | A new company descriptor takes us into a new era Rebecca Marsh Abstract | View HTML |
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