... on customer satisfaction and business performance, respectively. The authors' results also provide significant managerial implications on how to manage the service quality dimensions and the vital role they play to ensure customer satisfaction and business performance alike. Customer services quality...

... BPI approaches. James Tannock can be contacted at: James.tannock@nottingham.ac.uk © Emerald Group Publishing Limited 2013 Thailand Financial institutions Customer services quality Six Sigma Operations improvement Quality management Service quality In spite of recent...

... . These figures have been derived from a financial institution in the post‐trade services. Service operations Service failures Customer services quality Lean services Quality in service operations Lean practices have focused heavily on the reduction of variability, especially variability...

...., 2002). E‐services Multi‐channel services Service quality Loyalty Consumer behaviour Customer services quality Similarly, we define e‐loyalty as customer loyalty towards an e‐service. We consider customer loyalty effects, taking the perspective of Han et al. (2008) , who treat...

... Customer services quality Service‐mindful orientation Mindfulness Service quality Quality management Despite the seeming quality management revolution witnessed in the 1990s which, in part, was driven by patulous presuppositions of certain quality approaches (e.g. quality certifications...

... better performance on other web quality factors, which will be converted into an increase in the use of the taxation web site. © Emerald Group Publishing Limited 2011 Web sites Service quality factors Taxation Portugal Customer services quality A common trend in recent studies...

... setting, and Johnston (1995) in the bank setting. © Emerald Group Publishing Limited 2010 Customer services quality Auctions Customer satisfaction Internet shopping The identification of the determinants of quality has been the focus of research for many years. While researchers...

... Publishing Limited 2010 Retailing Customer services quality Factor analysis Kazakhstan 1. tangibles; 2. reliability; 3. responsiveness; 4. assurance; and 5. empathy. The SERVQUAL scale has been tested and/or adapted in a great number of studies conducted...

... Customer satisfaction Food products Customer services quality China In recent years, the fast food industry has experienced dramatic growth in China. Its revenues reached almost 35 billion dollars in 2006 for an increase of 27.2 percent over the prior year (Datamonitor, 2007...

... the role of quality in logistics services. © Emerald Group Publishing Limited 2010 Distribution management Quality management Customer services quality In the past decades, the scope of logistics services has broadened from the provision of isolated services such as transport...

... turned into “service factories” (Chase and Garvin, 1989). © Emerald Group Publishing Limited 2009 Six sigma Customer services quality Consumer behaviour Quality management While these are all important considerations when implementing six sigma in any environment...

..., a great majority (70.9 percent) of the respondents reported to be the user of ETC's mobile services over the last one‐three years, followed by four‐six years (26.9 percent) and above six years (2.2 percent). Customer services quality Customer satisfaction SERVQUAL Mobile communication systems...

... et al., 2007). © Emerald Group Publishing Limited 2009 Customer services quality Airlines Fuzzy logic Iran The literature on buyer‐seller relationships has stressed the differences between behavioural and attitudinal definitions of the strength of a relationship...

... Internal marketing Customer services quality Customer satisfaction Consumer behaviour Banks Greece It has been recognized that companies face two kinds of markets and customers: internal and external (Hauser et al., 1996 ; Piercy, 1995). According to Reynoso (1994) internal...

..., 2001) via rewarding and recognising outstanding employee behaviour (Parasuraman, 1986). © Emerald Group Publishing Limited 2008 Customer services quality Total quality management This article investigates which management practices support service quality. Three areas...

..., customers, perceived service quality, and financial performance) interact to influence the overall performance. © Emerald Group Publishing Limited 2007 Workplace training Customer services quality Customer satisfaction Financial performance H3. Firms with a high level...

... of service quality. If they perceive it to be bad service, then it is. They assess service quality by comparing what they want or expect with what they perceive they are getting. Customer services quality Perception Airlines SERVQUAL Customer satisfaction Mauritius Mauritius has emerged...

... Customer services quality Mobile communication systems China It has been suggested that a firm cannot achieve success in today's business environment without delivering superior service quality. Profit impact of market strategy (PIMS) research reports that companies that offer superior service...

... of the group from which they are drawn. This procedure is much cheaper, faster and easier than surveying all members of a group, and is common practice in research. Abdel Moneim M. Baheeg Ahmed can be contacted at: A.Ahmed@etqm.ae © Emerald Group Publishing Limited 2007 Customer services...

... is inherently inefficient because of the absence of incentives that exist in the private sector – which operates in an open market and has a decentralised model of decision‐making (Bhatta, 2001). Customer services quality Customer satisfaction Performance measurement (quality) Public sector...