En este trabajo se revisan algunos aspectos metodológicos, conceptuales y operativos, relacionados con la evaluación de la calidad en el sector servicios. También se presenta un estudio empírico con el que se pretende contribuir a la medición de la calidad en el ámbito de los servicios...

Based on the experience of budget management reforms that have been introduced over the last two decades in a large number of member countries of the Organization for Economic Cooperation and Development (OECD) it is not uncommon to find emerging market economies moving toward performance-based...

Insurance intermediaries help consumers to economize on information and transaction costs in insurance markets. However, competing insurance intermediaries provide heterogeneous services, which are difficult to assess by incompletely informed consumers. Transaction costs economics, search theory...

The management of revenue within a hotel has a direct impact on the financial success of the business. Over the past few years, there has been a lot written about revenue/yield management within hotels; however, research linking influence of services provided by the human resource of a hotel on...

In both entry deterrence theory and practice, customer sorting in response to stockouts determines the best reply responses of incumbents threatened by entry. People Express (PE) chose the right strategy but for the wrong entry game and ended up being deterred in the Southeast region by the...

Since US deregulation, over 200 airlines have started up and failed (Rosen, 1995). While competitive pressures and economic conditions were a factor in the failure of many carriers, the issue of rapid growth and service quality has been blamed for the demise of these carriers. This paper...

This study develops a model for measuring the service quality of e-banks. Our model's seven factors are very consistent with the four core factors of the generic e-SERVQUAL model, but less consistent with its three non-core factors. Appearances and staff qualities, being new factors identified...

Both empowerment and the use of emergent technologies are ways to cope with increasing competition and customer demands on service industries. The relationship between empowerment, technology and behaviour at the service encounter is, however, sparsely documented. This article offers a...

In the current competitive market, many enterprises face the fierce competitions that are between the companies and also between supply chains. From the whole supply chain point of view, complete circulating logistic systems must include forward logistics and Reverse Logistics (RL). This study...

The strong incentive to reduce costs under price cap regulation may create incentives for a regulated firm to reduce delivered service quality levels. Corrective measures, such as service quality standards or a service quality adjustment factor in the price cap formula may mitigate against this...