Table Of Contents: Volume 19 Issue 2
The purpose of this paper is to examine whether International Organisation for Standards (ISO) certification affects consumer perceptions of the service provider.
The purpose of this paper is to devise a robust statistical process control methodology that will enable service managers to better monitor the performance of correlated…
The purpose of this paper is to examine the effect of radio frequency identification (RFID) implementation on service performance.
The purpose of this paper is to examine the impact of demographic and cultural characteristics on the job satisfaction level of international service workers.
Determining the relative importance of critical factors in delivering service quality of banks: An application of dominance analysis in SERVQUAL modelMukesh Kumar, Fong Tat Kee, Amat Taap Manshor
The purpose of this paper is to determine the critical factors to accessing the level of service quality of banks by re‐examining the SERVQUAL model, originally pioneered…
This paper aims to study the effect of service quality (SQ) dimensions on satisfaction and word of mouth (WOM) for maternities in Greece.