... Professor Jens Jorn Dahlgaard, Linkoping University, Sweden © Emerald Group Publishing Limited 2010 --> Keywords: Quality management techniques, Research work,SERVQUAL www.emeraldinsight.com/10.1108/17566690910971445 This article originally appeared in Vol. 1 No. 2, 2009, pp. 172...

... Customer services quality Customer satisfaction Research work A number of studies in service quality have enriched the services marketing domain over the last three decades or so. Most of these studies have concentrated their findings on the dimensionalities of service quality across industries...

.... © Emerald Group Publishing Limited 2010 Research work Networking Strategic evaluation Customer service management Learning methods Finland Both in business and science, the interest in service is growing rapidly. New theories and concepts show that service has a remarkable...

... ISO 9000 series Companies Research work The quest for quality is probably more widespread and intense globally now than at any time in history. Organizations have realized that the key to increased productivity and profitability is improving quality and in order to survive competition from...

...): the knowledge and courtesy of employees and their ability to inspire trust and confidence; and 5. empathy (five items): the level of caring and individualised attention the firm provides to its customers. © Emerald Group Publishing Limited 2009 SERVQUAL Research work Quality management...