Issues

Transforming the service idea – a communication and learning process

Patrik Gottfridsson; Anna Stålhammar
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ISO 9001 in health service sector: a review and future research proposal

Tri Rakhmawati; Sik Sumaedi; Nidya Judhi Astrini
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A structural equation model of effective variables on service quality in capital industrial goods sector

Seyed Hamid Reza Ghasemian; Naser Azad; Hamid Seyedaliakbar
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Design of service capacity for the ground crew at the airport check-in counters

Zhuo Xin; Danping Lin; Youfang Huang; Wenwen Cheng; Chee Chong Teo
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Measures that matters: service quality in IT service management

Stefan Cronholm; Nicklas Salomonson
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The impact of customer knowledge and customer relationship management on service quality

Shu-Mei Tseng; Pin-Hong Wu
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