Narrow search
Showing 1 - 10 of 671
Cover Image
Empirical profiles of service recovery systems : the maturity perspective
Smith, Jeffery S.; Karwan, Kirk R. - In: Journal of service research : JSR 13 (2010) 1, pp. 111-125
Persistent link: https://www.econbiz.de/10003959023
Cover Image
Servqual: a multiple-item scale for measuring customer perceptions of service quality
Parasuraman, A.; Zeithaml, Valarie A.; Berry, Leonard L. - 1986
Persistent link: https://www.econbiz.de/10000767760
Cover Image
The use and operation of performance information in the service level agreements
1999
Persistent link: https://www.econbiz.de/10000683305
Cover Image
Re-engineering audit : quality, control self assessment and the balanced scorecard
Melville, Rob - 1996
Persistent link: https://www.econbiz.de/10001373833
Cover Image
Alternative scales for measuring service quality : a comparative assessment based on psychometric and diagnostic criteria
Parasuraman, Anantharanthan; Zeithaml, Valarie A.; … - In: Handbuch Dienstleistungsmanagement : von der …, (pp. 465-498). 2001
Persistent link: https://www.econbiz.de/10001599020
Cover Image
An optimisation framework of the triad : service capabilities, customer satisfaction, and performance
Athanassopoulos, Antreas D. - In: Performance of financial institutions : efficiency, …, (pp. 312-335). 2000
Persistent link: https://www.econbiz.de/10001559688
Cover Image
Improving school accountability measures
Kane, Thomas J.; Staiger, Douglas - 2001
Persistent link: https://www.econbiz.de/10001563284
Cover Image
Performance metrics and successful e-government services
Steyaert, Joan - In: E-Service : new directions in theory and practice, (pp. 286-314). 2002
Persistent link: https://www.econbiz.de/10001813103
Cover Image
Moving forward in service quality research : measuring different customer-expectation levels, comparing alternative scales, and examining the performance-behavioral intentions link
Parasuraman, A.; Zeithaml, Valarie A.; Berry, Leonard L. - 1994
Persistent link: https://www.econbiz.de/10000896544
Cover Image
E-S-Qual : a multiple-item scale for assessing electronic service quality ; Report No. 04-112
Parasuraman, A.; Zeithaml, Valarie A.; Malhotra, Arvind - In: MSI reports : working paper series (2004) 3, pp. 3-25
Persistent link: https://www.econbiz.de/10002566757