Managing Service Quality: An International Journal: Volume 18 Issue 5
Table of contents - Special Issue: Service Quality and Customer Relationship Management: Interrelationships and Implications
Guest Editors: Marianna Sigala
Investigating the “new product acceptance function” in Greek enterprises: The quality‐accessibility relationship
Maria Salamoura, Vasilis Angelis, John Kehagias, Constantine LymperopoulosThe purpose of this paper is to provide insights into the relationship between quality and accessibility, as selective influencing parameters of new product acceptance for Greek…
Measuring and applying the PAKSERV service quality construct: Evidence from a South African cultural context
Stephen Graham SaundersThe purpose of this paper is to examine the PAKSERV service quality measure in a South African cultural context.
Effects of e‐government on service design as perceived by employees
Maria Åkesson, Bo EdvardssonThe purpose of this paper is to describe and analyse the effects of e‐government on service design as perceived by employees.
Antecedents and consequences of relationship quality in athletic services
Pinelopi AthanasopoulouThe purpose of this paper is to conceptualise relationship quality (RQ) and determine its antecedents and consequences in athletic services.
Integrated customer relationship management for service activities: An internal/external gap model
Sergios Dimitriadis, Eric StevensThe purpose of this paper is to suggest an integrated framework for designing, implementing and evaluating a customer relationship marketing (CRM) system in service companies…
After‐sales service quality as an antecedent of customer satisfaction: The case of electronic appliances
Irini D. Rigopoulou, Ioannis E. Chaniotakis, Constantine Lymperopoulos, George I. SiomkosThe purpose of this paper is to investigate the effect of after‐sales services on customers' satisfaction as well as on their behavioural intentions, namely “repurchase intention”…