Managing Service Quality: An International Journal: Volume 23 Issue 2
Table of contents
Perceived opportunism (PO) in e‐return service encounters
Pei‐Ling HsiehThe purpose of this paper is to explore the existence, role, and hidden problems associated with customer perceived opportunism (PO) in e‐return service (e‐RS) encounters.
Investigating effects of relationship marketing types in life insurers in Taiwan
Tsu‐Wei Yu, Feng‐Cheng TungThe purpose of this paper is to establish a model that identifies the causal relationship among relationship marketing types, service quality and relationship quality on customer…
Understanding the cultural antecedents of quality management in tourism
Birgit Muskat, Matthias Muskat, Deborah BlackmanThe purpose of this paper is to analyse the causes that have led to a rather fragmented view of quality management among tourism marketing organisations in Germany. The aim is to…
The impact of ISO 9001 effectiveness on the performance of service companies
Evangelos L. Psomas, Angelos Pantouvakis, Dimitrios P. KafetzopoulosThe purpose of this paper is to define and subjectively measure ISO 9001 effectiveness as the achievement of the standard's objectives and determine its impact on the performance…