Managing Service Quality: An International Journal: Volume 13 Issue 3
Table of contents
Establishing meaningful customer relationships: why some companies and brands mean more to their customers
James G. BarnesExamines the nature of meaningful customer relationships to determine what contributes to meaningfulness and to explore ways in which companies can establish more meaningful…
An exploratory study of the effects of experience on consumer perceptions of the service quality construct
Martin O’Neill, Adrian PalmerThe SERVQUAL methodology has been challenged on a number of grounds, including the failure of many researchers to replicate the original SERVQUAL factor structure, and the…
Service quality in hospitals: more favourable than you might think
M. Sadiq SohailThis paper examines and measures the quality of services provided by private hospitals in Malaysia. Empirical research is used to determine patients’ expectations and perceptions…
Service quality factors and outcomes in dental care
Alan Baldwin, Amrik SohalThe research question developed for this study was: “Which aspects of the delivery of dental care impact most significantly on patients’ perceptions of the service quality of the…
Differentiating between service quality and relationship quality in cyberspace
Byron Keating, Robert Rugimbana, Ali QuaziThe onset of Internet marketing is revolutionising marketing practice. Although growth in sales of goods and services online has been dramatic, very little research has addressed…
E‐service quality: a model of virtual service quality dimensions
Jessica SantosService quality is increasingly recognised as an important aspect of electronic commerce (e‐commerce). Because the online comparison of the technical features of products is…
Committed to quality: the use of quality schemes in UK public leisure services
Leigh RobinsonPublic leisure service providers have become increasingly conscious of the need to improve the quality of their service provision as a result of increasing customer expectations…