... of customer service. Internet Perception Service delivery Performance measurement Health service Retailing Service encounters Traditionally, service encounters have been characterised as low tech, high face‐to‐face contact. However, advances in technology have changed the way many...

... Service quality Networks Performance measurement Marketing scholars have acknowledged the importance of service quality in developing business relationships and managing product offers to the marketplace. The concept of service quality has gained increased interest in literature during the last...

... and suggestions for future research are provided © MCB UP Limited 1999 Customer satisfaction Higher education Performance measurement Service quality Services marketing Intense competition forces companies to adopt a marketing orientation in order to differentiate their offerings from those...

... Financial institutions New product development Performance measurement Service quality A second aspect of measuring new product success is the assessment of quality. Twenty‐one measures were examined for their effectiveness in determining product quality levels (Tables III and IV. The frequency...