Table of contents
Decoding the code of excellence – for achieving sustainable excellence
Su Mi Dahlgaard‐ParkThe purpose of the paper is to elaborate, interpret, discuss and decode excellence in a new way by focusing on some of the critical success factors for attaining and sustaining…
e‐Service quality: overview and research agenda
José M. Barrutia, Ainhize GilsanzThe purpose of this paper is to highlight research avenues for improving the understanding of electronic service quality (e‐SQ) management, based on a critical review of previous…
A systemic approach to achieve operational excellence in hotel services
Vittorio Cesarotti, Caterina SpadaThe purpose of the framework here proposed is to introduce an industrial culture within the service organizations. Concepts such as employees empowerment, ownership, continuous…
Quality in higher education: linking graduates' competencies and employers' needs
Anne Martensen, Lars GrønholdtThe purpose of this paper is to focus on measuring competencies of higher education graduates and employers' needs, and using these measurements in the quality development of…
Service quality, customer satisfaction, and behavioral intentions in fast‐food restaurants
Hong Qin, Victor R. PrybutokThis study aims to explore the potential dimensions of service quality, and examine the relationship among service quality, food quality, perceived value, customer satisfaction…
Continuous process improvement in Spanish local government: Conclusions and recommendations
Manuel F. Suárez‐Barraza, Juan Ramis‐Pujol, Xavier Tort‐Martorell LlabrésIn response to external pressures that Spanish City Halls have been experiencing since the late 1980s and beginning of the 1990s, some of the local administrations have become…
Investigation of customer satisfaction in student food service: An example of student cafeteria in NHH
Xi Liang, Shuai ZhangThe purpose of this paper is to study the relationship between service quality, price fairness and customer satisfaction in student food service.
ISSN:
1756-669XOnline date, start – end:
2009Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Riadh Ladhari