Managing Service Quality: An International Journal: Volume 17 Issue 5
Table of contents
Prioritizing service quality dimensions
Nimit Chowdhary, Monika PrakashThe 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 of the…
Achieving long‐term customer satisfaction through organizational culture: Evidence from the health care sector
Victoria BellouCustomer satisfaction is becoming increasingly important for organisational survival, let alone prosperity. In this context, this study seeks to examine the impact of cultural…
Adopting internet banking services in a small island state: assurance of bank service quality
Hatice JenkinsThis 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 YannacopoulosInternet service providers (ISPs) constitute a highly competitive market, while the unstable market conditions directly affect customer preferences and make ISPs to develop a…
“Ethnocentricity” in top journals of services management: Authors, editorial review boards, editorial boards and editors
Göran Svensson, Terje Slåtten, Bård TronvollThe 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 journals…
Factors affecting service companies' satisfaction with ISO 9000
Fethi CalisirThe 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…