Managing Service Quality: An International Journal

Prioritizing service quality dimensions

Nimit Chowdhary, Monika Prakash

The study was undertaken with a purpose to investigate if any generalization in importance of service quality dimensions is possible. Service providers are often not sure…

Achieving long‐term customer satisfaction through organizational culture: Evidence from the health care sector

Victoria Bellou

Customer satisfaction is becoming increasingly important for organisational survival, let alone prosperity. In this context, this study seeks to examine the impact of…

Adopting internet banking services in a small island state: assurance of bank service quality

Hatice Jenkins

This paper aims to examine the factors affecting the adoption of internet banking services by domestic commercial banks in a sparsely populated small island.

Tracking changes of e‐customer preferences using multicriteria analysis

Evangelos Grigoroudis, Panagiotis Kyriazopoulos, Yannis Siskos, Athanasios Spyridakos, Denis Yannacopoulos

Internet service providers (ISPs) constitute a highly competitive market, while the unstable market conditions directly affect customer preferences and make ISPs to…

“Ethnocentricity” in top journals of services management: Authors, editorial review boards, editorial boards and editors

Göran Svensson, Terje Slåtten, Bård Tronvoll

The objective is to describe the “ethnocentricity” (i.e. geographical affiliation of editor(s), editorial board(s), editorial review board(s) and author(s)) of selected…

Factors affecting service companies' satisfaction with ISO 9000

Fethi Calisir

The purpose of this study has been to determine the level of difficulties/obstacles associated with the implementation of ISO 9000, the importance of achieving expected…

Quality Management: Creating and Sustaining Organizational Effectiveness

K. Narasimhan