...; the proportion of national versus international research data; the geographical origin of research data; and the geographical affiliations of the authors whose articles are published. Design/methodology/approach A sample of “top” journals in services marketing is selected on the basis of expert opinion...

... by providing those new enterprises (clients) with a wide range of business assistance including physical facilities, business counselling and networking. This paper presents results of a research conducted to investigate the level of satisfaction/dissatisfaction of the clients with the provision of those...

...David Solnet Purpose The purpose of this paper is to address the concept of linkage research and propose the addition of social identity theory as an important consideration in managing employee‐customer interactions and customer satisfaction. Design/methodology/approach Following the creation...

... , A. (2000), “ Technology readiness index (TRI): a multiple‐item scale to measure readiness to embrace new technologies ”, Journal of Service Research , Vol. 2 No. 4 , pp. 307 ‐ 20 . Parasuraman , A. and Grewal , D. (2000), “ The impact of technology on the quality‐value‐loyalty chain...

...J. Joseph Cronin, Jr The article considers the applicability of traditional attitude and other constructs in service quality research. It is suggested that the effects of perceived service quality may be masked by non‐linear relationships and under‐identified explanatory models. Constructs...

...Jennifer Rowley; Keith Sneyd Describes a questionnaire‐based survey of the UK pharmaceutical industry which investigated the implementation of total quality (TQ) in research‐based environments. Concludes that two central issues which may merit further investigation are the relationship between TQ...

...R. Wargo Focuses the preliminary stages of a study conducted by the International Benchmarking Clearinghouse in 1993 to clarify the process of transforming research data into definable improvements. Points out the power of secondary research in identifying benchmarking partners...

... they can be used to improve customer service. Details BEM′s survey designs, sampling and data analysis/reporting methods. © MCB UP Limited 1993 CUSTOMER SERVICE RESEARCH SERVICE QUALITY SURVEYS Revealed at source STEPHEN HURST BEM (Business Efficiency Monitoring) Ltd. is a major provider...

...D. Carpenter Identifies some pitfalls of market research data‐gathering and provides guidance on what is deemed good practice when researching the views of customers. Defines the basic structure of research, considering the customer′s experience, who will use the data, the need for classifying...

...Michael Wash Discusses part one of a two‐part series, concerning a research project in British Telecom aimed at the problem of how to get “Quality” into the culture of the business, and which focused on training managers in leadership behaviours, identified and perceived as important...

...Roger Price; Geoff Gaskill Considers the special challenges when applying total quality management to a research environment. Describes a three‐dimensional quality model and a strategic planning model used to develop research strategies aligned with business needs. Gives examples of successful...

...Morris Foster; Susan Whittle; Stuart Smith; Peter Hyde Describes a research study implementing TQM in the employment services using it on an organisation‐wide basis, for internal as well as external customers. Suggests a customer profile model. Asserts that the implementation has produced...