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Home > Managing Service Quality > Table of contents:Volume 21 issue 2
Managing Service Quality
ISSN: 0960-4529
Online from: 1991
Subject Area: Managing Quality
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Table of contents:
Volume 21 issue 2
Published: 2011, Start page: p112Icon key: 
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| 1912256 | Development and testing of the Consumer Experience Index (CEI) SeungHyun Kim, JaeMin Cha, Bonnie J. Knutson, Jeffrey A. Beck (pp. 112 - 132) Keywords: Communication, Consumers, Measurement, Service climate, Service operations Article type: Research paper Please login | Abstract & purchase [ HTML & PDF (327kb) ] | Reprints & permissions |
| 1912257 | Generating positive word-of-mouth in the service experience Sandy Ng, Meredith E. David, Tracey S. Dagger (pp. 133 - 151) Keywords: Customer services quality, Interpersonal communications, Relationship marketing, Service delivery Article type: Research paper Please login | Abstract & purchase [ HTML & PDF (202kb) ] | Reprints & permissions |
| 1912258 | Service co-creation in community-based aged healthcare Liz Gill, Lesley White, Ian Douglas Cameron (pp. 152 - 177) Keywords: Community care, Customer orientation, Elderly people, Empowerment, Health care Article type: Research paper Please login | Abstract & purchase [ HTML & PDF (133kb) ] | Reprints & permissions |
| 1912259 | Consumer language preferences in service encounters: a cross-cultural perspective Jonas Holmqvist (pp. 178 - 191) Keywords: Canada, Communication processes, Consumers, Finland, Language, Service delivery Article type: Research paper Please login | Abstract & purchase [ HTML & PDF (94kb) ] | Reprints & permissions |
| 1912260 | A comparison of users and non-users of banking self-service technology in Portugal João F. Proença, Maria Antónia Rodrigues (pp. 192 - 210) Keywords: Banking, Consumer behaviour, Portugal, Self-service Article type: Research paper Please login | Abstract & purchase [ HTML & PDF (107kb) ] | Reprints & permissions |
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