Service quality (SQ) : perspectives, management and improvement strategies

Preface -- Service quality from different perspectives / Alet C. Erasmus, University of Pretoria, Department of Consumer Science, Hatfield, Pretoria, Republic of South Africa -- Service quality and value in goods transport from freight forwarders' perspectives / Gloria Berenguer-Contrí, Irene Gil-Saura and María-Eugenia Ruiz-Molina, Marketing Department, Universitat de València, Valencia, Spain -- Service quality in the passenger air transport industry / Christian Wehner, Jesús Manuel López-Bonilla and Luis Miguel López-Bonilla, Department of Business Administration and Marketing, University of Seville, Seville, Spain -- Satisfaction and loyalty among older spanish customers through bank service quality / Marta Estrada, Diego Monferrer and Miguel Ángel Moliner, Department of Business Administration and Marketing, Universitat Jaume I, Castellón, Spain -- Index