Managing Service Quality: An International Journal: Volume 19 Issue 2

Does ISO 9000 certification affect consumer perceptions of the service provider?

Laura Martínez Caro, Jose Antonio Martínez García

The purpose of this paper is to examine whether International Organisation for Standards (ISO) certification affects consumer perceptions of the service provider.

Monitoring service quality with residuals control charts

Joanne S. Utley, J. Gaylord May

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 service…

The impact of RFID on service organizations: a service profit chain perspective

Jeffery S. Smith, Lorraine Lee, Mark Gleim

The purpose of this paper is to examine the effect of radio frequency identification (RFID) implementation on service performance.

Demographic and cultural predictors of international service worker job satisfaction

Mark R. Testa, Stephen L. Mueller

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 model

Mukesh 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 by…

Service quality effect on satisfaction and word of mouth in the health care industry

Ioannis E. Chaniotakis, Constantine Lymperopoulos

This paper aims to study the effect of service quality (SQ) dimensions on satisfaction and word of mouth (WOM) for maternities in Greece.