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Journal Articles

Creating strategies for managing evolving customer service

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Colin Armistead, Julia Kiely
Journal: Journal of Service Theory and Practice
Managing Service Quality: An International Journal (2003) 13 (2): 164–170.
https://doi.org/10.1108/09604520310466860
Published: 01 April 2003
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Journal Articles

An exploration of managerial issues in call centres

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Colin Armistead, Julia Kiely, Linda Hole, Jean Prescott
Journal: Journal of Service Theory and Practice
Managing Service Quality: An International Journal (2002) 12 (4): 246–256.
https://doi.org/10.1108/09604520210434857
Published: 01 August 2002
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Journal Articles

Principles of business process management

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Colin Armistead
Journal: Journal of Service Theory and Practice
Managing Service Quality: An International Journal (1996) 6 (6): 48–52.
https://doi.org/10.1108/09604529610149239
Published: 01 December 1996
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Journal Articles

The balancing act

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Colin Armistead, Graham Clark
Journal: Journal of Service Theory and Practice
Managing Service Quality: An International Journal (1992) 2 (2): 115–119.
https://doi.org/10.1108/09604529210029173
Published: 01 February 1992
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Journal Articles

Improving service delivery

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Colin Armistead, G. Clark
Journal: Journal of Service Theory and Practice
Managing Service Quality: An International Journal (1991) 1 (5)
https://doi.org/10.1108/09604529110028814
Published: 01 October 1991
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Journal Articles

Front‐line managers

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Graham Clark, Colin Armistead
Journal: Journal of Service Theory and Practice
Managing Service Quality: An International Journal (1991) 1 (4): 219–221.
https://doi.org/10.1108/EUM0000000003146
Published: 01 April 1991
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