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How Do Customers Respond to Increased Service Quality Competition?
Customer Relationship Management Quality Customer Value and Value Chain Service Operations Consumer Behavior
2015/4/24
When does increased service quality competition lead to customer defection, and which customers are most likely to defect? Our empirical analysis of 82,235 customers exploits the varying competitive d...
Bounds on Service Quality for Networks Subject to Augmentation and Attack
Network Vulnerability Attack
2014/12/18
Assessing a network's vulnerability to attack and random failure is a difficult and important problem that changes with network application and representation. We furnish algorithms that bound the rob...
Students’ Opinions of Service Quality in the Field of Higher Education
Higher Education Service Quality Dimensions Students Satisfaction Other Stakeholders
2013/2/20
This study attempts to examine the relationship between service quality dimensions and the level of student’s satisfaction with the quality of service provided in terms of reliability, assurance, tang...
EXPLORING THE DIMENSIONALITY OF SERVICE QUALITY: AN APPLICATION OF TOPSIS IN THE INDIAN BANKING INDUSTRY
banking dimensionality performance evaluation Service quality
2011/11/1
The Indian banking industry is going through turbulent times. With the lowering of entry barriers and blurring product lines of banks and non-banks since the financial sector reforms, banks are functi...
Service Quality and Export Performance of Business-to-Business Service Providers: The Role of Service Employee- and Customer-Oriented Quality Control Initiatives
customer coproduction export performance quality control initiatives
2011/10/8
Using the facilities-transformation-usage framework of service provision and drawing from control theory, the authors develop a theoretical model that examines the influence of different quality contr...
The Impact of Service Quality on Students’ Satisfaction in Higher Education Institutes of Punjab
Service Quality Education Students’ Satisfaction Perceived Quality
2010/10/18
In today’s competitive environment the education has not only become a major industry and need of the day but it is also an investment by the parents for their children. In public as well as in privat...
Book Review:Service Quality Management in Hospitality, Tourism and Leisure
Book Review Service Quality Management in Hospitality, Tourism and Leisure
2009/4/20
This edited volume provides a comprehensive insight into service quality management within the contexts of hospitality, tourism and leisure. Taken as a whole, this book provides a much welcome additio...
HRM Practices and Perceived Service Quality：The Role of Trust as a Mediator
HRM Practices Service Quality
2009/4/10
The value of linkage research is in its ability to recognise the organisational practices that are the most important drivers of customer satisfaction in a specific organisation. Human Resources Manag...
Computer Associationes Delivers IT Service Quality Management with Integrated Solutions
IT management applications
2007/4/24
CA WORLD, LAS VEGAS, April 23, 2007 – CA (NYSE: CA) today announced that it has integrated three of its industry-leading IT management solutions to enable Service Quality Management (SQM), allowing IT...
Identification of the Service Quality Dimensions of Pharmaceutical Education
pharmaceutical education service quality assessment student satisfaction
2018/3/19
Objective. Describe the perceptual dimensions of student assessments of the quality of their education. Link those dimensions with student satisfaction with their educational experience.
Methods. A 3...