Managing Service Quality: An International Journal: Volume 12 Issue 5

Exploding some myths about customer relationship management

Lawrence A. Crosby

How can popular misconceptions about the nature of customer relationship marketing/management limit the effectiveness of this approach? How are companies misled by an…

Measurement of internal service quality: application of the SERVQUAL battery to internal service quality

Gi‐Du Kang, Jeffrey Jame, Kostas Alexandris

Internal marketing is an important approach for fostering a service‐ and customer‐oriented culture in an organization. A critical component of internal marketing is the provision…

From intangibility to tangibility on service quality perceptions: a comparison study between consumers and service providers in four service industries

Jessica Santos

Intangibility is one of the distinctive characteristics of service. However, the literature also highlights “tangibles” as one of the basic service quality dimensions…

The challenges of implementing quality in the Irish hotel industry: a review

Mary Keating, Denis Harrington

This paper reviews the literature on the implementation of quality programs in the Irish hotel industry. Through a review of the literature in service quality, empowerment, and…

Organisational effectiveness in Irish health‐care organisations

Kay Downey‐Ennis, Denis Harrington

The effective management of health services and the delivery of quality systems in Irish health‐care institutions have increased in significance in recent years. Consumers…

Service quality in a cellular telecommunications company: a South African experience

R.W.E. van der Wal, A. Pampallis, C. Bond

This study deals with the measurement of service quality at cellular retail outlets in the South African environment. The focus is on perception and expectation of service quality…

The impact of the ISO 9000:2000 quality standards in small software firms

Rodney McAdam, Frances Fulton

The aim of this study is to evaluate the current approach to quality‐management practices in the small‐firm software industry. In particular, the impact of the revised ISO…

Living on the Edge of Chaos: Leading Schools into Global Age

K. Narasimhan

Improving Student Learning: Applying Quality Principles in Classrooms

K. Narasimhan