...Teresa Gajewska; Dominik Zimon; Grzegorz Kaczor; Peter Madzík Purpose The purpose of this paper is to present the results of surveys conducted in the field of level of e-commerce services quality. The criteria of quality of e-commerce services were identified. On this basis the hierarchy...

...Sarra Berraies; Rached Chtioui; Mehrez Chaher Purpose The purpose of this paper is to explore the relationship between the customer-contact employees’ (CCE) empowerment and customer performance indicators, namely, perceived service quality (PSQ), customer satisfaction (CS), customer loyalty (CL...

... only The purpose of this paper is to develop and test a multi-level healthcare service quality (HSQ) model in Jakarta, Indonesia. The research result shows a multi-level HSQ model. The HSQ model consists of three primary dimensions, namely, healthcare service outcome, healthcare...

... and results. The final section is titled discussion. Service recovery is part of service quality. Service recovery has a significant relationship with service quality according to Tan (2011) . Service recovery brings a learning experience to services firms that should be enhanced to assure...

... and their subsequent impact on service quality (SQ). Design/methodology/approach – Data were collected from 436 employees and 1,320 customers from 34 hotels with the help of a structured self-administered questionnaire. The analysis of data were done by applying a confirmatory factor analysis along...

...: Customer satisfaction Service quality Customer service Strategy It may be counter‐intuitive, but the practice of leading firms highlights several approaches to assist customers to communicate their complaints. Have you noticed, though, how adept some people are at handing off complaints...

... of the myths relating to the implementation of quality programmes in service organizations are unfounded. Some key observations: Service quality is not synonymous with customer service although customer service and customer relations are part of service quality. Manufacturing‐based models...

...Mary A. Tinkham; Brian H. Kleiner Discusses the reasons why service quality is difficult to control,methods to increase the control of services by improving the service system, and ways in which top managers can avoid flaws made in service performance, and improve service quality. Argues...

... to quality. Summarizes that if the “total approach” is compatible with business style, short‐term enthusiasm can be converted into long‐term and sustainable results. © MCB UP Limited 1990 Customer care Organizational change Quality culture Service quality BUILDING A CULTURE OF QUALITY...