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Quality counts in services, too

Citations

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Cited by:

  1. R. K Uppal, 2011. "Excellency in banking services - A new road map for banks in the emerging new competition," Journal of Economics and Behavioral Studies, AMH International, vol. 1(1), pages 32-40.
  2. Naif Mutlaq Al Otaibi & Kausar Yasmeen, 2014. "An Overview of Customer Loyalty, Perceived Service Quality and Customer Satisfaction: Brief on Saudi Grocery Stores," Journal of Entrepreneurship and Business Innovation, Macrothink Institute, Journal of Entrepreneurship and Business Innovation, vol. 1(1), pages 79-122, June.
  3. Aihie Osarenkhoe & Mabel Birungi Komunda & Jotham Mbiito Byarugaba, 2017. "Service Quality as a Mediator of Customer Complaint Behaviour and Customer Loyalty," International Review of Management and Marketing, Econjournals, vol. 7(1), pages 197-208.
  4. Iveta Katelo & Irena Kokina & Vitālijs Raščevskis, 2022. "Quality assessment of public services in Latvia," Entrepreneurship and Sustainability Issues, VsI Entrepreneurship and Sustainability Center, vol. 9(4), pages 359-379, June.
  5. Park, Jungi & Lee, Jungwoo & Lee, Hyejung & Truex, Duane, 2012. "Exploring the impact of communication effectiveness on service quality, trust and relationship commitment in IT services," International Journal of Information Management, Elsevier, vol. 32(5), pages 459-468.
  6. Mensah, Ishmael & Dei Mensah, Rebecca, 2018. "Effects of Service Quality and Customer Satisfaction on Repurchase Intention in Restaurants on University of Cape Coast Campus," MPRA Paper 88449, University Library of Munich, Germany.
  7. Lee, Hanjoon & Delene, Linda M. & Bunda, Mary Anne & Kim, Chankon, 2000. "Methods of Measuring Health-Care Service Quality," Journal of Business Research, Elsevier, vol. 48(3), pages 233-246, June.
  8. Arpan Kumar Kar & Sunil Kumar & P. Vigneswara Ilavarasan, 2021. "Modelling the Service Experience Encounters Using User-Generated Content: A Text Mining Approach," Global Journal of Flexible Systems Management, Springer;Global Institute of Flexible Systems Management, vol. 22(4), pages 267-288, December.
  9. Jane Z. Sojka & Dawn R. Deeter-Schmelz, 2002. "Enhancing the Emotional Intelligence of Salespeople," American Journal of Business, Emerald Group Publishing, vol. 17(1), pages 43-50.
  10. Boon-itt, Sakun & Wong, Chee Yew & Wong, Christina W.Y., 2017. "Service supply chain management process capabilities: Measurement development," International Journal of Production Economics, Elsevier, vol. 193(C), pages 1-11.
  11. Abdissa Gemechu Gobena, 2019. "The Impact of Service Quality on Customer Satisfaction: A Case Study on Nekemte Municipality, Oromia Region, Ethiopia," Annals of Social Sciences & Management studies, Juniper Publishers Inc., vol. 4(1), pages 14-25, August.
  12. Carvalho, Cláudia & Brito, Carlos, 2009. "New Forms of Public Service Delivery – are they really valuable?," Working Papers 7/2009, Universidade Portucalense, Centro de Investigação em Gestão e Economia (CIGE).
  13. Giao, Ha Nam Khanh & Trang, Nguyen Doan, 2010. "Developing dimensions to Measure the Quality of Construction Project Management Service," OSF Preprints 3c2vz, Center for Open Science.
  14. Gilles Lanteigne & Chantal Bouchard, 2016. "Is the introduction of an accreditation program likely to generate organization-wide quality, change and learning?," International Journal of Health Planning and Management, Wiley Blackwell, vol. 31(3), pages 175-191, July.
  15. Sergios Dimitriadis & Christos Koritos, 2014. "Core service versus relational benefits: what matters most?," The Service Industries Journal, Taylor & Francis Journals, vol. 34(13), pages 1092-1112, September.
  16. Giao, Ha Nam Khanh, 2010. "Developing dimensions to measure the quality of construction project management service," OSF Preprints qp4zx, Center for Open Science.
  17. Mohamed, Ghada Abd-Alla, 2006. "Service Quality of Travel Agents: The Viewpoint of Tourists in Egypt," MPRA Paper 25388, University Library of Munich, Germany, revised 28 Jan 2007.
  18. Brandon-Lai, Simon A. & Armstrong, Cole G. & Ferris, Gerald R., 2016. "Organisational impression congruence: A conceptual model of multi-level impression management operation in sports service organisations," Sport Management Review, Elsevier, vol. 19(5), pages 492-505.
  19. Salunke, Sandeep & Weerawardena, Jay & McColl-Kennedy, Janet R., 2013. "Competing through service innovation: The role of bricolage and entrepreneurship in project-oriented firms," Journal of Business Research, Elsevier, vol. 66(8), pages 1085-1097.
  20. M. Kailash, 2011. "An Evaluation of Customer Perception on Service Quality in Retail Banking," Indian Journal of Commerce and Management Studies, Educational Research Multimedia & Publications,India, vol. 2(4), pages 105-117, May.
  21. Choi, Kui-Son & Cho, Woo-Hyun & Lee, Sunhee & Lee, Hanjoon & Kim, Chankon, 2004. "The relationships among quality, value, satisfaction and behavioral intention in health care provider choice: A South Korean study," Journal of Business Research, Elsevier, vol. 57(8), pages 913-921, August.
  22. António Cabeças & António Duarte Santos, 2018. "An Approach To Customer Trust In The Portuguese Banking System," International Journal of Finance, Insurance and Risk Management, International Journal of Finance, Insurance and Risk Management, vol. 8(2), pages 1429-1429.
  23. Dao Thi Ta & Chia-Han Yang, 2018. "Exploring The Impacts Of Service Innovation On Customer Satisfaction In The Telecom Industry: A Perspective From Interactive And Supportive Service Innovations," International Journal of Innovation Management (ijim), World Scientific Publishing Co. Pte. Ltd., vol. 22(07), pages 1-30, October.
  24. Jetlaksana Seneewong Na Ayutthaya & Sudarat Tuntivivat & Ujsara Prasertsin & Victoriia Alekhina, 2016. "The effect of positive psychological capital and Organizational climate on service quality: The mediation role of work engagement of hotel service employees in Ratchaburi province," Journal of Administrative and Business Studies, Professor Dr. Usman Raja, vol. 2(4), pages 167-176.
  25. Rotea Catalin Stefan & Ploscaru Claudia Cristina & Monica Logofatu, 2019. "Analysis Of Patients’Perception On The Performance Of Human And Non-Human Resources In A Public Hospital," Annals - Economy Series, Constantin Brancusi University, Faculty of Economics, vol. 2, pages 78-86, April.
  26. Ioana Crina POP COHUT, 2017. "Competitiveness Through Quality In The Hospitality Industry - Theoretical Aspects And Measurement Methods In The International Practice," Contemporary Economy Journal, Constantin Brancoveanu University, vol. 2(4), pages 147-155.
  27. Mushtaq Ahmad Bhat, 2012. "Tourism Service Quality: A Dimension-specific Assessment of SERVQUAL," Global Business Review, International Management Institute, vol. 13(2), pages 327-337, June.
  28. VENCATAYA Lomendra & PUDARUTH Sharmila & JUWAHEER Roubina TD & DIRPAL Ganess & SUMODHEE Nabeelah Meh Zabeen, 2019. "Assessing The Impact Of Service Quality Dimensions On Customer Satisfaction In Commercial Banks Of Mauritius," Studies in Business and Economics, Lucian Blaga University of Sibiu, Faculty of Economic Sciences, vol. 14(1), pages 259-270, April.
  29. Toivonen, Ritva Marketta, 2012. "Product quality and value from consumer perspective—An application to wooden products," Journal of Forest Economics, Elsevier, vol. 18(2), pages 157-173.
  30. Giao, Ha Nam Khanh, 2018. "Measuring service quality in construction project management service at AIC Management Co., Ltd.- A dimension-by-dimension analysis," OSF Preprints bf5ke, Center for Open Science.
  31. György Losonczi, 2012. "Competitive Website Evaluation in Higher Education," Proceedings of FIKUSZ '12, in: Pál Michelberger (ed.),Proceedings of FIKUSZ '12, pages 147-160, Óbuda University, Keleti Faculty of Business and Management.
  32. Schniederjans, Marc J. & Karuppan, Corinne M., 1995. "Designing a quality control system in a service organization: A goal programming case study," European Journal of Operational Research, Elsevier, vol. 81(2), pages 249-258, March.
  33. Qaisar Ali, 2018. "Service Quality from Customer Perception: Evidence from Carter Model on Bank Islam Brunei Darussalam (BIBD)," International Journal of Business and Management, Canadian Center of Science and Education, vol. 13(2), pages 138-138, January.
  34. Suraju, Abiodun Aminu, PhD* & Olumuyiwa, Adeolu Shodiya & Ibrahim, Olaniyi Adeoti, 2022. "Service Quality Of Bus Rapid Transit (Brt) Along The Ikorodu Corridors, Lagos State, Nigeria," Ilorin Journal of Business and Social Sciences, Faculty of Social Sciences, University of Ilorin, vol. 24(2), pages 91-108, October.
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