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Article
Publication date: 1 April 1993

Barbara R. Lewis

Concerns customer service/quality in service sector organizations.Presents definitions and determinants of service quality together with areview of a number of research…

Abstract

Concerns customer service/quality in service sector organizations. Presents definitions and determinants of service quality together with a review of a number of research projects, completed in the Manchester School of Management, which focus on the measurement of service quality. Describes assessments which have been carried out in several industries, considering the opinions of managers, employees and external customers, and provides evidence of various service quality gaps. The final section comprises a discussion of some of the problems relating to the rating scales/measurement techniques used, and emphasizes the caution which is necessary in interpretation of research data. Concluding comments address the continuing research agenda.

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Marketing Intelligence & Planning, vol. 11 no. 4
Type: Research Article
ISSN: 0263-4503

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Article
Publication date: 1 May 1989

This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/eb054826. When citing the…

Abstract

This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/eb054826. When citing the article, please cite: Barbara R. Lewis, (1988) “Customer Care in Service Organisations”, International Journal of Operations & Production Management, Vol. 8 Iss: 3, pp. 67 - 75.

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Marketing Intelligence & Planning, vol. 7 no. 5/6
Type: Research Article
ISSN: 0263-4503

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Article
Publication date: 1 January 1989

This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/eb054826. When citing the…

Abstract

This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/eb054826. When citing the article, please cite: Barbara R. Lewis, (1988) “Customer Care in Service Organisations”, International Journal of Operations & Production Management, Vol. 8 Iss: 3, pp. 67 - 75.

Details

International Journal of Health Care Quality Assurance, vol. 2 no. 1
Type: Research Article
ISSN: 0952-6862

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Article
Publication date: 1 January 1991

This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/eb054826. When citing the…

Abstract

This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/eb054826. When citing the article, please cite: Barbara R. Lewis, (1988) “Customer Care in Service Organisations”, International Journal of Operations & Production Management, Vol. 8 Iss: 3, pp. 67 - 75.

Details

Management Decision, vol. 29 no. 1
Type: Research Article
ISSN: 0025-1747

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Article
Publication date: 1 January 1991

This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/09564239010001127. When citing…

Abstract

This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/09564239010001127. When citing the article, please cite: Barbara R. Lewis, (1990), “Service Quality: An Investigation of Customer Care in Major UK Organisations”, International Journal of Service Industry Management, Vol. 1 Iss: 2, pp. 33 - 44.

Details

Management Research News, vol. 14 no. 1/2
Type: Research Article
ISSN: 0140-9174

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Article
Publication date: 1 June 1993

Barbara R. Lewis

Banks and other financial services providers are increasinglydeveloping service quality initiatives. In this article some of theresearch literature on service quality is…

Abstract

Banks and other financial services providers are increasingly developing service quality initiatives. In this article some of the research literature on service quality is considered to include definitions, determinants and measurement of quality. Attention is also given to research applications which focus on management, employee and customer perspectives. In addition, a number of continuing service quality concerns are highlighted, relating to changing customer expectations, the need for an integrated approach to service quality and the development of service quality measurement tools.

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International Journal of Bank Marketing, vol. 11 no. 6
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 1 June 1990

Barbara R. Lewis and Vincent W. Mitchell

The importance of service quality as an indicator of customersatisfaction and organisational performance is widely acknowledged andhas led to a major research thrust which…

Abstract

The importance of service quality as an indicator of customer satisfaction and organisational performance is widely acknowledged and has led to a major research thrust which has focused on a number of industries within the service sector. Some of the research relating to defining and measuring service quality is reviewed and a number of suggestions are made as to how measurement instruments such as SERVQUAL might be improved.

Details

Marketing Intelligence & Planning, vol. 8 no. 6
Type: Research Article
ISSN: 0263-4503

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Article
Publication date: 1 May 1989

Barbara R. Lewis

Quality in the service sector is of increasing concern to bothacademics and practitioners. Previously published material is reviewedand attention is focused on the…

Abstract

Quality in the service sector is of increasing concern to both academics and practitioners. Previously published material is reviewed and attention is focused on the importance of people and internal marketing in the changing environment of service industries, definitions and measurement of service quality, and the service quality/customer care programmes presently being developed and implemented.

Details

International Journal of Bank Marketing, vol. 7 no. 5
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 1 June 1994

Barbara R. Lewis, Jayne Orledge and Vincent‐Wayne Mitchell

Investigates service quality in the student market for financialservices. Reports empirical work in which students′ attitudes towardsthe service provided by their banks…

Abstract

Investigates service quality in the student market for financial services. Reports empirical work in which students′ attitudes towards the service provided by their banks and building societies were assessed, with emphasis on loan and overdraft arrangements. The students′ expectations and perceptions were measured using a graphic positioning scale and a number of service quality shortfalls were identified which have implications for organizations providing financial services to the student market. Highlights opportunities for further research in the area of measuring service quality.

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International Journal of Bank Marketing, vol. 12 no. 4
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 1 February 1999

Paul R. Baines, Barbara R. Lewis and Bernard Ingham

This paper explores the process used to communicate public policy in political campaigns. Empirical research has been conducted into determining the voters' consideration…

Abstract

This paper explores the process used to communicate public policy in political campaigns. Empirical research has been conducted into determining the voters' consideration of the importance of national political issues and the association of the electorate's consideration of the importance of issues with identification with parties in the UK. This paper attempts to show how political parties can position themselves on the basis of issue stances when targeting groups of voters. A model is suggested to aid in public policy evaluation with implications for positioning; recognising that those parties that formed the previous government have significant advantages over the opposition during the conduct of electoral campaigns since they can make use of the government's communication networks. However, the paper looks at this process from a party‐oriented perspective (where issues are used more to persuade the electorate) rather than a candidate‐centred perspective (where personalities tend to be used more). Thus, further research needs to be conducted in order to ascertain the model's suitability in and adaptability for candidate‐driven political markets.

Details

Journal of Communication Management, vol. 3 no. 4
Type: Research Article
ISSN: 1363-254X

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